Refund policy
RETURN AND REFUND POLICY
At I Hecate, every creation is handcrafted with care and intention. We want you to feel delighted with your purchase, but if something isn't quite right, we'll do our best to make it right.
Returns & Exchanges
Because each item is handmade, we're unable to accept returns for change of mind. However, if your order arrives damaged or defective, please contact us at contact@ihecate.com.au within 3 days of delivery, including a photo of the issue.
To be eligible for a return due to damage or defect, your item must be unused, in its original packaging, and you'll need your receipt or proof of purchase.
How to Start a Return
Contact us at contact@ihecate.com.au with your order number and photos of the damage or defect. If your return is accepted, we'll provide instructions on how to return the item. Please note: items sent back without prior approval will not be accepted.
Return Address
65 Dargile Circuit
Epping, VIC 3076
Australia
Damages and Issues
Please inspect your order upon delivery and contact us immediately at contact@ihecate.com.au if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- Used candles, melts, oils, or bath salts
- Gift boxes and sale items
- Custom or personalized orders
Exchanges
Depending on the situation, we'll offer a replacement, store credit, or refund to ensure you're satisfied.
European Union 14-Day Cooling Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. Your item must be unused, in its original packaging, with tags and proof of purchase.
Refunds
Once your refund or replacement has been approved, it will be processed within 2–4 business days to your original payment method. Please note that processing times may vary depending on your bank or payment provider (typically within 10 business days total).
Return Shipping Costs:
For damaged or defective items, we will provide a prepaid return label at no cost to you. For change-of-mind returns (where applicable under EU law), the customer is responsible for return shipping costs.
If more than 15 business days have passed since we approved your return, please contact us at contact@uniquecandles.com.au.
We appreciate your understanding and support of handcrafted artistry. Every purchase helps sustain our creative process and the spirit of I Hecate.