Refund policy
Return & Refund Policy
Soul on Fire Candles
At Soul on Fire Candles, we take pride in creating beautiful products and carefully preparing every order. We want you to love your purchase and are here to help if something isn’t quite right.
Change of Mind Returns
As our range includes handmade candles, home fragrances and carefully selected accessories, we do not accept returns or exchanges for change of mind.
This includes choosing the wrong fragrance, colour, size or simply deciding that a product is no longer wanted.
This does not affect your rights under Australian Consumer Law.
Damaged, Faulty or Incorrect Items
We carefully inspect and package our products before dispatch. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Email: info@soulonfirecandles.com
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, where possible
We will assess the issue and work with you to arrange an appropriate solution in accordance with Australian Consumer Law.
Refunds, Replacements & Consumer Guarantees
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major failure, you may be entitled to choose a refund or replacement. For a failure that is not major, we may offer a repair or replacement within a reasonable time. If we cannot remedy the issue within a reasonable time, you may be entitled to a refund or replacement.
Where required by law, we will also cover reasonable return shipping costs associated with faulty products.
Handmade Product Variations
Many of our candles are handmade in small batches. Slight variations in colour, finish, wax appearance and decorative details may naturally occur.
These characteristics are part of the handmade nature of our products. However, nothing in this policy excludes your rights if a product fails to meet applicable consumer guarantees.
Return Instructions
Please contact us before sending a product back so we can discuss the issue and provide appropriate instructions.
For returns that are required under Australian Consumer Law, we will arrange a suitable return process.
Contact Us
For any questions regarding your purchase, returns or refunds, please contact:
Soul on Fire Candles
Email: info@soulonfirecandles.com
Location: Moranbah, Queensland, Australia
We appreciate your support of our small business. Thank you for choosing Soul on Fire Candles. ♡