Cancellations

Bal Candle Co. allow cancellations of orders only in the event the order has not yet been dispatched.

Returns

We only accept the return of products if:

• We accept that you have received a product from us that is different to the one you ordered, in which case we will replace the incorrect product with the correct product or credit your credit/debit card or PayPal account with a full refund, based on your preference.

• We accept that the products were damaged or faulty at the time of delivery to you, in which case we will replace the products or credit your Credit / Debit Card / PayPal Account with a full refund, based on your preference.

If you wish to return a product it must be done within 7 days of receiving the item.

We do not accept used items for return or refund, nor do we accept change of mind returns. We accept no responsibility for dissatisfaction with fragrance, as this is subjective and unable to be proven to be a defect. We also do not accept return or refund requests based on light throw, as our candles are designed for scent throw rather than ambient lighting.

Incorrect Product

You can return undamaged and unused items at our expense if your order is incorrect.

If you believe that the product you receive is not what you ordered, please email us at info@balcandleco.com.au within 3 days of receiving your parcel. We will be happy to replace it or offer a full refund.

A refund or replacement will be offered in the case of lost parcels due to postal services, after we have investigated and waited an appropriate amount of time for the parcel to arrive.

Faulty or Damaged Product

In the extremely rare event that your package arrives damaged, please contact us immediately with photographic evidence, delivery and order details and we will be happy to exchange the items or offer a full refund. We will replace the damaged product with the same item as soon as possible. In cases where stock is no longer available, we will offer an alternative product.

DO NOT USE the damaged item as we will not accept any returns or provide refunds if the item has been used or tampered with. 

Please be aware that wooden wicks are a natural product and therefore we cannot guarantee that every wick will perform exactly the same way. Although we thoroughly test our products, on rare occasions some wooden wicks may behave differently to our tests or have burning issues due to hidden faults within the wood. If you come across a wooden wick that does not burn as expected, please contact us and we will do everything we can to help. If we conclude the wick is faulty, we will replace it or offer a refund at our discretion.

Please notify us of any faulty or damaged product as soon as possible by emailing us at info@balcandleco.com.au

Processing of Exchanges and Refunds

Exchanges will be processed within 3 working days from the date the returned products are received.

Refunds will be processed onto the credit or debit card or via PayPal with which the purchase was made within 3 working days from the date the returned products are received. Depending on the bank, refunds may take up to 5–7 working days to appear in your account.