Returns & Refunds

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund if a product:

• Has a major fault or defect.
• Is significantly different from its description or sample.
• Does not do what we said it would, or what you reasonably expected.
• Is not of acceptable quality.

These rights apply regardless of any other policy stated here. Nothing in this policy is intended to limit or exclude consumer guarantees under the ACL.

Damaged or Faulty Products

If your candle arrives damaged, broken, or faulty, please contact us within 48 hours of receiving your order. Please include:

• Your order number.
• A clear photo of the damaged or faulty item.
• A brief description of the issue.

We will arrange a replacement or full refund at no additional cost to you.

Change of Mind Returns

We understand that sometimes a purchase may not be quite right. We accept change-of-mind returns under the following conditions:

• The item must be unused, unlit, and in its original sealed packaging.
• The return request must be made within 14 days of receiving your order.
• The customer is responsible for return shipping costs.
• Once we receive and inspect the returned item, a refund will be issued to your original payment method (minus the original shipping cost).

Due to the nature of our products, we cannot accept returns on candles that have been opened, lit, or used.

How to Request a Return

To initiate a return, please contact us with your order number and reason for return. We will provide you with return instructions and a return address. Please do not send items back without contacting us first.

Refund Processing

Refunds are processed within 5–10 business days of receiving the returned item. The refund will be issued to the original payment method used at checkout. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return the original item (following the conditions above) and place a new order.

Sale Items & Gift Cards

Items purchased on sale are subject to the same return conditions as full-priced items. Gift cards are non-refundable and cannot be returned.

Candle Safety

Customers are responsible for following all candle care and safety instructions provided with the product. Truly Anastazia is not liable for damage, injury, or loss resulting from misuse, improper burning practices, or failure to follow safety guidelines.

Contact Us

If you have any questions about our returns and refunds policy, please don't hesitate to get in touch. We are committed to making every Truly Anastazia experience exceptional and will do our best to assist you.