Customer Satisfaction

Our goal is always for you to be happy with your purchase and proudly share and recommend our products to your friends and family.  While we make every effort to ensure our products are perfect, sometimes problems may occur.

Items Damaged in Shipping

We take great care when packaging our items for shipment, but, if your goods arrived damaged, we require you to advise us within 48 hours from when you receive the items.

Please take pictures of the damaged product and shipping box and email these to support@trinitycandles.com.au.  We ask that you do not dispose of the damaged product or packaging.

Please include a copy of your initial purchase receipt, name, address, email and contact phone number.

Upon receipt of your email, we will contact you to arrange for the goods, including packaging to be returned to us.  You may need to package these goods to prevent further damage in transit.  You may also be required to securely package them and drop these off for transport.

Once the goods have been received by us and it is deemed that goods are damaged or faulty, full replacement of the goods will be arranged within a reasonable time frame.

Incorrect Product

If an item received is not as ordered, please advise us within 48 hours of receiving your product by email at support@trinitycandles.com.au.  You will be required to return the product to us, in the same condition as your received it.  Candles must be ‘unburned’ and ‘unlit’, melts must be ‘unused’ and not damaged, diffusers must be ‘unused’.  We will arrange for a replacement or refund to be dispatched as soon as possible.

Exchanges

We only replace items that are defective, incorrect, or damaged.  As our products change regularly, we will endeavour to replace your item with the identical product.  If we are unable to do so, we will contact you immediately.

Change of Mind

We only replace items that are defective, incorrect, or damaged.  We do not offer a refund due to change of mind and/or misuse of a product. Please ensure you carefully ready the product information or warning labels provided.

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/replacement.  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.  You will be advised by email when the transaction is processed by us – it may take a few days to reflect in your bank or credit card.

Lost Shipments

If tracking indicates a successful delivery of a package that you have not received, please email support@trinitycandles.com.au to report the issue.  We will initiate an investigation with the delivery company and advise of the outcome.

Return Shipping (other than shipping damage or incorrect product as above)

To return your product, you should send your product to:

Trinity Candles
36/388 Newman Road
Geebung, QLD, 4034

You will be required to ensure that the item is packaged securely to prevent damage during transit.