0481 131 474
If, for any reason, you are not happy with the product that you have purchased on-line, CandleWick House is happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition. It is the customer's responsibility to pay all freight charges to return the item.
Although not required it is suggested you insure returns, as we are not responsible for items lost in transit (Please note that insurance up to $100 is a cost of $2.50 only within Australia).
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or a credit. Please see instructions below for Defective Items.
Please phone for a returns authorization number, no returns will be accepted without this number.
Defective items must be returned to the following address:
PO Box 100
Sawtell NSW 2452
Items must be returned within (7) seven days of the puchase date to be eligible for replacement. Items will be replaced with the same item originally purchased. For items that cannot be replaced, a full refund will be offered.
*Original condition means unused, unmarked, unlaundered and in original packaging
Please note that discounted items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.
How to return your item
Complete the on-line Contact Form, or contact CandleWick House Customer Service team on 0481 131 474. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Authorisation Number (RAN). You must obtain a RAN number immediately so as to ensure that you are eligible for a replacement or refund.
Send your item to the return address provided. Please ensure that your RAN number is clearly displayed on the return packaging.
As soon as the return has been received, a replacement product will be shipped.
The return must be received by CandleWick House within (14) fourteen days of the RAN number being issued.
Replacement product will only be shipped after the faulty item has been received by CandleWick House.
All returns must have a RAN number.
Any item that is returned to CandleWick House without a RAN number will be returned to sender.
If you feel that your return falls outside of our policy, then you will need to complete the on-line Contact Form, or contact us on 0481 131 474, to confirm if your return can be accepted.