Overview
At Krisha Essence, we take great care in creating handmade, gift-ready soy candles. We want you to feel confident when shopping with us. This policy explains when returns and refunds are available and how the process works.
This policy operates in addition to your rights under Australian Consumer Law.
Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Eligibility for Returns & Refunds
We accept returns and refunds only for items that arrive damaged or faulty, including items that fail to meet consumer guarantees under Australian Consumer Law.
To be eligible:
- You must notify us within 7 days of receiving your order
- The candle must be unused, unburned, and unaltered
- The item must be returned in its original packaging
- Photo evidence of the damage or fault must be provided
Damaged or Faulty Items
If your candle arrives damaged or faulty, please contact us within 7 days of delivery with your order number and clear photos of the issue.
Once reviewed, we will advise the appropriate resolution in line with Australian Consumer Law. This may include:
- A replacement, or
- A refund
The outcome will depend on the nature of the issue.
Non-Returnable Items
We do not accept returns or refunds for:
- Change-of-mind purchases
- Candles that have been burned, used, or altered
- Customised or made-to-order candles unless they arrive damaged or faulty
- Items returned without original packaging
- Requests made outside the 7-day notification window
Return Process
To request a return or refund:
- Contact us within 7 days of delivery
- Provide your order number and clear photos showing the damage or fault
- Wait for confirmation and return instructions from our team
- Securely package the item in its original packaging
- Return the item as instructed
Please do not send items back without contacting us first.
Shipping & Return Costs
Customers are generally responsible for return shipping costs.
However, where required under Australian Consumer Law, we will cover reasonable return shipping costs for items with a major fault.
Original shipping fees are non-refundable.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
Refund Processing Timeframes
Once we receive and inspect the returned item:
- Approved refunds will be processed within 5–7 business days
- Refunds will be issued to the original payment method
- Bank processing times may vary depending on your provider
Contact Information
For return or refund enquiries, please contact:
Email: [email protected]
Website: www.krishaessence.com.au
Our team will respond during business hours.