Refund / Exchange Policy
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Shipping / Dispatch of your order
Due to our products being Handmade and ensuring quality perfection, some products may be made to order. Please allow up to 5-7 business days for your products/candles to be sent. We aim to have stock on hand, sadly due to popular items this may be relate to delays and product availability. We will contact you regarding any delays or issues relating to your order. We charge a FLAT rate shipping of $18.95 via AUSTRALIA POST or orders over $100.00 FREE! You will receive an email with tracking details and invoice. We are working to ensure lower shipping prices.
Our packaging method and environmental policy
In order to protect the precious glass and other accessories purchased with us, we at AMSCENTS ensure our packaging is done carefully and cautiously to minimise breakage. We utilise reinforced cardboard and industrial sized bubble wrap to make certain your supplies arrive safe and sound! Understanding the importance of minimising waste and to do our bit for the environment, AMSCENTS utilises recycled materials and reuses the packing materials we receive in an extra effort to reduce our environmental impact.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@amscents.com.au
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@amscents.com.au with photo evidence and clear description of defects. We understand that Handmade Candles & Products may slightly vary, we ensure to provide high quality.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should email us firstly at info@amscents.com.au, You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at info@amscents.com.au for questions related to refunds and returns.