Terms and Conditions
Returns & Replacements
There are a number of reasons why you might want to return a product or make a claim for a refund, credit or replacement product:
- Change of mind - You made an error or no longer need the product
- You received the wrong product
- You received a damaged product
- Your order got lost in transit by the courier company
- Your delivery was incomplete
In case of a “change of mind” claim, there are some items that are ineligible for return. Due to our hygiene and quality control purposes, we do not accept returns on:
- All cosmetic products: this includes soaps, skin care, hair care, perfumes and bubbles and bombs. Most change of mind returns are due to disliking a fragrance choice. If you are worried about a fragrance, please contact us before you buy.
This ensures we only sell quality products that have not been tampered with, diluted or exposed to temperature change. Products need to be returned at your cost, in original condition suitable for resale. For a “change of mind” claim, a 5% admin/re-stocking fee will apply to enable us to process the claim, do quality control checks and put items back in stock online.
If you received the wrong product, a damaged product, it's lost in transit or incomplete, please, please contact us! We can't fix the problem if we don't know what it is! We take photos of your order before it leaves to ensure quality control in shipping. We will make every effort to ensure you receive all your order in a good and timely condition, but we are not responsible for what courier companies do. Email us so we can go fight the good fight on behalf of the poor products (and you, dear customer). Please attach photos of your order - this allows us to sort things out with courier companies and insurance. All orders come with insurance automatically - we sell a lot of glass items, it would be silly not to.
All claims must be lodged within 7 days of receipt or delivery of goods. In the case of a lost order, please allow at least 3 days for it to arrive, and then lodge your claim within 7 days thereafter.
Email claims and queries to firstname.lastname@example.org with your photos attached and invoice number.
Please note that if you pay via a non-instant payment method (bank transfer, sometimes even PayPal), it can take 1-3 days for funds to appear in our account). Orders will be shipped within 2 business days of recieing payment, with the exception of specialised custom orders. If you wish to place a custom order please contact us via email.
We ship using a combination of carriers. Orders up to 12kgs of weight are capped at $15 flat rate anywhere in Australia. We are not responsible for the speed of the carriers, once the parcel leaves us, it's out of our hands! If your parcel arrives damaged, please follow the claim process detailed above in Returns and Replacements.
When your goods are delivered, please check completeness and quality of products to ensure you are satisfied with your purchases. We do not accept liability for delay in the event there is no-one to receive the delivery at the delivery address. We suggest carefully choosing an address where someone will be available during normal business hours to receive the goods. If no-one is there, or if the delivery address details provided by you are incorrect and thus affect delivery, you will be responsible for the cost if the parcel is returned to us and if you wish to have the shipment returned back to the correct address. We do not accept liability if you request authority to leave / safe drop on your shipment and it is stolen.
All electric melt warmers and ultrasonic diffusers are made to Australian standards and come with a 1 year warranty against defects from date of purchase. Misuse, modification or accidental damage by consumer are not covered by this. Your electronic purchase will come with a leaflet indicating normal use and care instructions. To claim your warranty, please email us with proof of purchase and photos to support your claim.
Electric melt warmers have replaceable light bulbs. These will eventually need replacing with regular use and can be purchased by contacting us.
Using a product outside of its intended purpose will automatically void your warranty. Examples of this include:
- Using fragrant/essential oils in metal plate warmers causing corrosion
- Not cleaning the ultrasonic diffuser after use
- Leaving liquid in ultrasonic diffuser for an extended period of time
- Using products listed as "not for use on genital regions" as personal lubricant
- Using candles to toast marshmallows
- Physically holding bath bombs in water causing skin staining.
Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.