Last updated: 25 August 2026
At Wicca, Wax & Crafts, we take pride in creating handmade soaps, candles and crafts with care and attention to detail. We want you to be happy with your purchase.
This Refund & Returns Policy explains when we can accept returns, provide refunds, replacements or other remedies.
This policy applies to purchases made through our online store.
1. Australian Consumer Law
Our Refund & Returns Policy operates in accordance with the Australian Consumer Law (ACL).
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.
If a product has a major failure, you may be entitled to a refund or replacement. For a minor failure, we may be entitled to repair or replace the product.
A product may be considered faulty where, for example, it:
- Is significantly different from its description or photographs.
- Is not of acceptable quality.
- Is not reasonably fit for its intended purpose.
- Arrives damaged or defective.
- Has a manufacturing fault.
2. Change of Mind Returns
We do not generally accept returns or provide refunds simply because you have changed your mind, selected the wrong product, fragrance, colour or size, or no longer want the item.
However, we may choose to accept a change-of-mind return at our discretion.
If we agree to accept a change-of-mind return:
- You must contact us before returning the item.
- The item must be unused and in its original condition.
- Soap, candles and other personal-use products must not have been opened, used or altered.
- The item must be returned in suitable packaging to prevent damage.
- Return postage will generally be the responsibility of the customer.
- Original postage costs are generally non-refundable.
- A refund will be processed after we receive and inspect the returned item.
We reserve the right to refuse a change-of-mind return where the product has been used, opened, damaged or altered.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, defective, faulty or is not the item you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the problem.
- Photographs of the product and packaging where applicable.
- Any other information reasonably required to assess the issue.
We will assess the issue and, where appropriate, offer a remedy in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include:
- A replacement.
- Repair where appropriate.
- A refund.
- A partial refund or other appropriate remedy.
Where the product is confirmed to be faulty or damaged, we will arrange an appropriate solution and may reimburse reasonable return postage where applicable.
4. Products Damaged During Delivery
We take reasonable care when packaging your order.
If your parcel arrives damaged, please contact us as soon as possible and provide photographs of:
- The damaged product.
- The external packaging.
- Any internal packaging.
- The shipping label.
This information may be required to assist us with investigating the damage and, where applicable, making a claim with the delivery provider.
Please retain the original packaging until the matter has been resolved.
5. Handmade Products
Our products are handmade, and minor variations in appearance may occur between individual products.
Variations in:
- Colour
- Shape
- Texture
- Pattern
- Finish
- Size
- Fragrance intensity
may occur as a natural result of the handmade production process.
Minor variations that do not affect the quality, safety or intended use of the product will generally not be considered a defect.
Photographs displayed on our website may also appear slightly different depending on your screen, monitor, device or lighting conditions.
6. Soap, Candles and Personal-Use Products
For hygiene and safety reasons, we generally cannot accept returns of products that have been opened or used where the return is simply due to change of mind.
This includes, but is not limited to:
- Handmade soap.
- Bath and body products.
- Candles.
- Wax products.
- Other products intended for personal use.
This does not affect your rights under the Australian Consumer Law if a product is faulty, defective, unsafe or otherwise fails to meet the consumer guarantees.
7. Custom or Personalised Products
Custom-made, personalised or specially prepared products may not be eligible for change-of-mind returns.
However, this does not affect your rights under the Australian Consumer Law if the product is faulty, defective, incorrectly made or otherwise fails to meet the consumer guarantees.
8. Return Process
Please contact us before sending any product back.
To request a return or report a problem, please contact us through the contact details provided on our website and include:
- Your name.
- Order number.
- Date of purchase.
- Product name.
- Reason for the return.
- Photographs where relevant.
We will provide return instructions where a return is required.
Please do not send products back without contacting us first, as we may be unable to identify or process an unauthorised return.
9. Refunds
Where a refund is approved, the refund will generally be made using the original payment method.
The time taken for the funds to appear in your account may depend on your bank, credit card provider or payment service.
We will process approved refunds as soon as reasonably practicable after the refund has been authorised.
10. Shipping Costs
Where a product is returned because it is faulty, damaged, incorrect or otherwise covered by your consumer rights, we will handle reasonable return shipping costs in accordance with the Australian Consumer Law.
For approved change-of-mind returns, the customer will generally be responsible for return postage and the original delivery cost will generally not be refunded.
11. Items Lost in Transit
Once an order has been dispatched, we rely on the delivery provider to transport the parcel.
If tracking indicates that your parcel has been lost or has not arrived within a reasonable delivery timeframe, please contact us.
We will investigate the matter with the relevant delivery provider and determine the appropriate resolution.
Your rights under the Australian Consumer Law are not affected.
12. Exchanges
We may offer an exchange for an unwanted item at our discretion, subject to the product being unused, unopened and in its original condition.
Where the item is faulty, damaged or incorrect, we will provide the appropriate remedy required under the Australian Consumer Law.
13. Refunds for Sale or Discounted Items
Sale and discounted products are still covered by the Australian Consumer Law.
A reduced price does not remove your consumer rights.
However, where a discount was clearly provided because of a particular known fault or defect, we may not be responsible for that particular fault where permitted by law.
14. Contact Us
If you have a question about a return, refund or product issue, please contact us through the contact details provided on our website.
We will do our best to resolve any issue fairly and promptly.
Our Commitment
We are a small handmade business and genuinely value every customer.
If there is a problem with your order, please contact us before leaving feedback or opening a payment dispute. We will always try to work with you to find a fair solution.
Your rights under the Australian Consumer Law remain unaffected by this policy.