Refund and returns policy

Cinder & Smoke is very proud of its reputation in delivering quality products.

Defective products

Should you be unhappy with your purchase, or receive a faulty, damaged, or incorrect product, please contact candles@cinderandsmoke.com.au within 7 days of receiving your order and we will assist you with an exchange or refund. Returns are at the cost of the purchaser, however, Cinder & Smoke will reimburse this cost on return if the candle is deemed to be faulty or not in the condition advertised. We recommend return items be sent via a freight method with a tracking number. We are not responsible for returns damaged or lost in transit.

Change of mind

Unfortunately, we cannot accept refunds for change of mind. We will happily exchange your purchase or offer a credit note. Exchanges will only be accepted on full price items within 7 days of delivery, provided products are unused and in original, resalable condition. Please note that ‘change of mind’ returns will incur an additional shipping charge. We recommend return items be sent via a freight method with a tracking number. We are not responsible for returns damaged or lost in transit.

Damaged in transit

Cinder & Smoke uses Australia Post for product deliveries. Should your product arrive damaged or broken, please contact Australia Post with your delivery reference number.

Order cancellations

Order cancellations will be accepted only in the event that the order has not yet been dispatched.

Shelf life of candles

Natural and organic products such as soy wax and fragrances can degrade over time. For best results, burn your candles within 12 months of purchase. We are unable to offer replacements on candles past their shelf life.