Returns Policy

WILLOW SCENTS CO kindly asks that you read our Returns Policy in FULL before taking any action. If we receive any return requests that do not adhere to our policy, we will not be pursuing it. 

Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

If your product purchased from us arrives damaged please contact us within 30 days of purchase Via the ‘Contact’ panel or one of our social media platforms with a picture(s) of your damaged item. Once we have accessed your claim, a replacement will be sent out to your original shipping address or alternatively, a refund will be processed to your original payment method.

 Please note, colours of candle wax and wax melts may differ within different batches. Frosting may also occur on natural soy wax products, this is nothing to be alarmed about and is simply the wax attempting to return it's natural crystallised state. This is purely cosmetic and does not affect the quality of the candle or it's scent throw.

Unfortunately we do not accommodate change-of-mind returns or exchanges, nor do we provide store credit, unless your item arrives damaged as outlined above. This is within your Australian Consumer Law Rights.

 

To be eligible for a return:

  • It must be 30 or less days that have past since you placed your order.
  • Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase. If you are unable to provide a proof of purchase, unfortunately we can’t offer you a refund or exchange.  
  • Pre-orders are not subject to refunds.

If you are eligible for a return, please contact us via info@willowsscentsco.com.au

with:

  • Proof of purchase (your receipt/ order number).
  • An image of the exact package you are returning.
  • The reason for your return (please include if you are wanting an exchange or refund).

 

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@willowsscentsco.com.au

Exchanges 
We only replace items if they are damaged. If you need to exchange it for the same item, please indicate this in your initial email to us.
  
Shipping 
For return address, please contact info@willowsscentsco.com.au. If you would like to return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We are not responsible for any return packages that get lost during transit.