Returns and refunds
If something’s wrong with your candle, we’ll make it right.
Faulty, damaged or not as described
Our candles come with guarantees that can’t be excluded under the Australian Consumer Law. If there’s a major problem, you can choose a replacement or a refund. If the problem isn’t major, we’ll fix it or replace it, or refund you if we can’t do that in a reasonable time.
Email support@cocoflame.co with your order number, what went wrong and a photo. We’ll reply within 2 business days and cover the cost of any return postage.
Change of mind
We can take back unused, unlit candles in their original packaging within 30 days of delivery. Email us first. Return postage is paid by you, and we refund the price of the candles once they arrive back with us. For hygiene and safety reasons we can’t take back candles that have been lit.
How refunds are paid
Refunds go back to the card or payment method you used. They usually show up within 5 to 10 business days.