Refund policy

 Returns & Refunds

• Please note that Artesão candles are made by hand, and may vary in appearance and colour to the images on our website.
  
• Certain fragrances also have an impact on what colour the candle is.
  
• The nature of soy wax sometimes produces ‘frosting’ on both pillar candles and on glass jar candles, and 'wet spots' on glass jars.
• Please be advised that the above is not seen as defective, but rather the natural finish of natural soy wax. therefore we are not required to approve refunds or returns based on the above reasons.
  
  

Conditions of Return
We only accept returns/refunds if items are delivered faulty or damaged. To be eligible for a return, your item must be in the same condition that you received it, unopened & unused, with tags/branding, and in its original packaging. You’ll also need to print the receipt or proof of purchase and enclose it in the returned items.

If items arrived damaged or broken, please take clear photos of the items in the conditions they arrived, the packaging box and also the shipping label on the box. Please email these along with your invoice order number to hello@artesao.com.au. 

To start a return request, please contact us at hello@artesao.com.au within 7 days of delivery.

If your return request is accepted, you must return the items to us within 14 days in its original unused condition. Shipping costs for returns are at the customers expense.

For products being returned, credit will be given for the amount of the order less the actual shipping cost. Items being returned that are lost in transportation will not be compensated for.

You can always contact us for any return questions at hello@artesao.com.au.

Damaged Items
Unfortunately due to the nature of the our candles, stock can sometimes arrive damaged if dropped in transit.

Please inspect your order upon receipt and contact us immediately at hello@artesao.com.au  if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it for you.
We will be happy for you to return the damaged stock for a replacement.

Processing
If your refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get the item you want is to request a return for the item you have, and once the return is accepted, make a separate purchase for the new item.