Refund policy

Returns & Refunds

Our products are handmade with care, and we hope you love them. If something’s not quite right, here’s how we handle returns and refunds:

You’re eligible for a refund or replacement if:

  • The Item arrived damaged or fault
  • You received the wrong item
  • You received the wrong size

We will cover the shipping costs for any mistakes on our end.

Unfortunately, we can’t offer a return/refund if:

  • You changed your mind after dispatch
  • You don't like the item
  • The product has been used
  • You have no proof of purchase
  • The item was damaged due to misuse
  • The issue is related to the natural look of the stone (see below)

Please note: Our candles are made from natural Australian sandstone. Each stone is completely unique and may include surface variation, pores, or small imperfections. These are part of the material's charm — not defects — and do not qualify for refunds or replacements.

 

To Start a Return

Email us at hello@rckcandles.com.au or reach out via our Contact Page. Please include your order number, a description of the issue, and photos. We’ll get back to you within 1 - 3 business days.

Once approved, we’ll let you know how to return your item. Please don’t send anything back until you’ve heard from us.

Refunds will be processed to your original payment method within 10 business days after we’ve received and inspected your return. If it takes longer, please reach out to your bank first, then contact us if needed.

 

Change of Mind

We want you to have a great experience with RCK Candles. While we don't offer refunds for change of mind, we do allow exchanges if:

  • The product is unused, unburned, and in resalable condition
  • All original packaging is included (this is an important part of our product)
  • You contact us within 14 days of delivery
  • You have proof of purchase

To return the item/s, the shipping costs are at the customer's expense, and then we will cover the costs to ship your exchange out to you.

You may also exchange your item/s in person at one of our markets, just give us a heads up first over email. 

 

To Start an Exchange

Email us at hello@rckcandles.com.au or reach out via our Contact Page. Please include your order number and a description of your request. We’ll get back to you within 1 - 3 business days.

Once approved, we’ll let you know how to ship your item. Please don’t send anything back until you’ve heard from us.

 

Cancelling or Changing an Order

You may cancel or change your order within 1 hour of placing it, as long as we haven’t dispatched it yet. After that, we may not be able to make changes.

If a change reduces your order total, we’ll refund the difference to your original payment method. If it increases your total, we’ll contact you to arrange additional payment.

 

Gift Orders

If you received our product as a gift, the same returns policy applies. Please make sure to provide proof of purchase.

 

Contact Us

For any questions or to request a return or cancellation, please contact us: