Refund policy
Refund & Return Policy
At Ember Echoes, we take great care to handcraft your personalised candles with love and attention. Because each candle is made to order, returns and refunds are handled as follows:
Change of Mind
Due to the personalised nature of our products, we do not offer refunds or exchanges for change of mind or incorrect selection. Please ensure all names, dates, and messages are entered correctly at the time of ordering.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 7 days of delivery so we can resolve the issue. We may offer:
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A replacement item
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A full refund
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A store credit
This will depend on the nature of the fault and your preference.
Claims for faulty items made outside this timeframe will still be assessed in accordance with your rights under Australian Consumer Law.
To help us process your claim quickly, please provide:
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Your order number
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A clear photo of the item and the packaging
Scent or Colour Variation
Because all our candles are handmade in small batches, slight variations in scent strength or colour may occur. These variations are part of the artisanal process and are not considered faults.
Australian Consumer Law
Our Refund and Return Policy is in addition to your rights under Australian Consumer Law. If your candle is faulty, not fit for purpose, or does not match the description, you are entitled to a replacement or refund.
How to Contact Us
If you need assistance with a return or refund, please email us at:
Include your name, order number, and photos if applicable.
Thank you for supporting a small Australian business. We’re here to help if you have any questions.
