Refund Policy

May 24, 2023

We fundamentally believe you will be thrilled with the products you purchase from us. We understand, however, that sometimes a product may not be what you expect it to be. In that event, we invite you to review the following terms relating to returning a product or making a claim for a refund or store credit.

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection law and regulations. Please note that there may be limitations to your right to return and obtain a refund for products. However, these will always be subject to your statutory rights. All descriptions given on products and their potential benefits, if any, are purely, our own perception and beliefs.
All candle products purchased, are to be used per warning labels on bottoms of jars and also with Candle Care Instructions Card and abide by instructions for safety measures. These need be read prior to burning.

 

1.1 At a Glance

There are several reasons why you might want to return a product or make a claim for a refund, or store credit.

  • Change of mind – You made an error or no longer need the product
  • The product is not conforming to specifications
  • 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. Products need to be returned at your cost, in original condition suitable for resale. Shipping cost incurred by 5 Soul Creations, will not be refunded.
All claims must be lodged within 7 days of receipt or delivery of goods. In the case of a lost order, please allow 7 days for it to arrive, and then lodge your claim within 7 days thereafter.

 

1.2 Shipping & Delivery

Shipping is within Australia only. Please allow 7 working days to most parts in Australia from date of dispatch. Please note that not all payment methods are instant. For Direct Deposits and sometimes PayPal, it can take 1 to 3 days for funds to appear in our account, which delays the processing of your order.
Upon delivery, please check completeness and quality of products to ensure you are satisfied with your purchase. A delivery is interpreted as an attempted delivery by us. We do not accept liability for delay in the delivery from the mail courier. We advise all customers to carefully choose 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.

 

1.3 Claims Process

Claims must be lodged within 7 days of delivery/expected delivery.
Please contact us via email at: 5soulcreations@gmail.com with;

  • Reason for claim
  • Your contact details
  • Order date
  • Delivery method/date
  • Product item(s) and description, including quantity of item(s) of defective items
  • Photos showing any defective items AND the package, as it looked when it arrived.

Await response from us. Our team will assess the claim and advise you via phone, chat and/or email about the provisional outcome within 2 business days.
If we request the return of products, return your goods within 7 days. Where possible, all products should be packed in the original, unmarked packaging, including any instructions or documentation that shipped with the product. Broken items will not be refunded if packaging was inadequate.
You will then receive a credit that can be used towards a future purchase(s). Or – for claims regarding missing or defective goods – you can choose to receive replacement products (if sufficient stock is available) or a refund.
You will not be charged any additional shipping or handling fees, unless the return of goods occurred as items were simply not wanted (“change of mind”). All refunds will be at the sole discretion of 5 Soul Creations. No claims will be accepted if the product has been damaged or abused through misuse.

 

1.4 Receiving Credits, Refunds Credits

If we issue your account with a credit that can be used towards future purchase(s).
Refunds
If we issue a refund, these will be reviewed. It can therefore take up to 2 weeks for funds to appear in your bank account.
Replacement Products
If we approve the dispatch of replacement product(s), and have stock readily available, these will be shipped within 2 business days following approval.

 

1.5 Cancellation of Orders

An order can be cancelled any time prior to shipment. If your order has not been paid for and not been picked and packed, your order can be cancelled with no penalty. If goods are sent prior to the cancellation notification, it is up to the consumer to return package in original packaging at their own expense. A refund will be issued of the products, less the shipping cost incurred by 5 Soul Creations, once unopened package has been received and all products are received in original condition when sent