Terms of Service

Terms & Conditions

This website is operated by Mt. Eliza Candle Works. Throughout the site, the terms “we”, “us” and “our” refer to Mt. Eliza Candle Works. Mt. Eliza Candle Works offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

This page outlines these Terms of Service. Please read them carefully before accessing or using our website. By ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these Terms and Conditions for future reference.

Delivery

Shipping is calculated on the total weight of your order and is capped at a maximum of $20.00. Orders of $100.00 or more qualify for free shipping.

All orders will ship from Mount Eliza, Victoria, within three business days upon receipt of payment for your order. Your package should arrive within 5-7 business days of your order.. Any orders requiring personalisation may take a little longer, if this is the case we will be in touch to advise if this is the case.

If you opt to have your delivery left at your door if unattended you do so at your own risk. Mt. Eliza Candle Works accepts no responsibility for lost items left unattended. We use a mixture of Australia Post and local couriers. All items will be sent with tracking unless otherwise specified or agreed upon. Lost items will be tracked and if deemed unrecoverable Mt. Eliza Candle Works will replace the item, please allow extra time for us to try to track and locate your item.

Local pick up is available from Mt. Eliza or any of our events. Simply choose this option at check out and let us know when you would like to collect.

Please contact us for any special shipping requests.

Cancellation

We may cancel a Contract if the Product is not available for any reason. We will notify you if this is the case and return any payment that you have made.

We will usually refund any money received from you using the same method originally used by you to pay for the Product.

Cancellation by Customer

If you wish to cancel your order please contact us on candleworks@mail.com Custom orders must be cancelled within 24 hours of ordering otherwise your deposit will be forfeited if the goods have been made and deemed unsaleable by management to other parties.

Returns, Refunds & Exchange

We stand behind our products 100%. However, If you have any concerns about your purchase, please contact us within 7 days at candleworks@mail.com, and we will work with you to make things right!

We can exchange goods for change of mind, however goods must be unused, still packaged, and in a saleable condition. They must be securely posted back to avoid damage and at your own cost. A new delivery fee will be charged before any exchange is sent out.

Special orders or items that have been personalised can not be returned unless faulty or damaged. Please insure when ordering that you supply all correct spellings, names, dates etc as returns can not be made if incorrect information has been supplied by the customer.

Refunds will only be given if the product is deemed not as described, is faulty or damaged by the manufacturer. Management reserves the right to make all final decisions in this matter.

Damaged Goods

Unfortunately we are posting a delicate product and from time to time breakages may occur. We sincerely apologise if this happens to you. We take great care in packing our items, however can not predict how they are handled along the way.

In order to provide you with any remedies for a faulty Product, we may need your assistance and prompt provision of certain information . If you have received a damaged item, please:

  • specify with reasonable detail the way in which it is alleged that the Product is damaged or defective, including using photographs; and
  • provide us with the delivery note number and such other information as we reasonably require.
  • confirm that the item has not been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
  • been dealt with or used contrary to our or the manufacturer’s instructions for the Product; or
  • We may require you to return faulty products before a refund or substitute is given.
  • Faults must be reported within 7 days of receiving the good.

We try very hard to deliver Products in excellent condition. However, if you tell us that the Product is faulty, you agree to keep the Product in its current condition available for us (or our agent) to inspect within a reasonable time.

Gift Vouchers

Gift vouchers can be used to purchase items from Mt. Eliza Candle Works. Vouchers must be used by the expiry date. Vouchers must be used in entirety, no change will be given. Gift Vouchers cannot be exchanged for cash under any circumstances. Gift Vouchers will not be refunded unless agreed upon by management.

Promotions, Competitions and Giveaways

Participants are limited to one entry per customer. Entry is open to Australian residents only. Entrants consent to the use of their name for promotional purposes (including any outcome). Winners will be notified via email. Correspondence will not be entered into. The judges decision is final.

Guarantee & Complaints Management

You may contact us at any time via email at candleworks@mail.com. All complaints will be taken seriously We will attempt to address all concerns as soon as reasonably possibly. If you do not receive a reply within 5 working days please make further contact. In rare cases our emails may be caught up in our spam filters or not reach us, or correspondence that we send to you may otherwise not have reached you.

Circumstances Beyond Our Control

We shall not be liable for any circumstances beyond our reasonable control, including without limitation to any supplier out of stocks, floods, fires, extreme weather conditions, postal service delays and faults, website interruptions and or illness.

Payments accepted

We accept the following payments: Visa, Mastercard, American Express, Direct Deposit and PayPal.

Contact Information

Questions about the Terms of Service should be sent to us at candleworks@mail.com.