Refund policy
Last updated: October 20, 2026
We want you to love your Ashgrove & Ember candle. If something is not right, this policy explains how returns, replacements, and refunds work.
1. Return Window
You may return an item within 30 days of delivery if you change your mind, provided it meets the conditions below.
2. Eligibility
To be eligible for a return, the item must be:
- unused, unburned, and in the same condition you received it;
- in its original packaging, with the label and lid intact;
- accompanied by your order number or proof of purchase.
For hygiene and safety reasons, we cannot accept returns of candles that have been lit or used, unless they are faulty (see section 5).
3. How to Start a Return
- Email us at contact@ashgroveember.shop within 30 days of delivery with your order number and the reason for the return.
- We will reply within 1 business day with return instructions and the return address.
- Pack the item securely and ship it back using a tracked service. Please keep your tracking number.
Please do not send items back without contacting us first, as we cannot process returns that were not approved.
4. Return Shipping Costs
For change-of-mind returns, the customer pays the cost of return shipping. Original shipping costs are not refunded. If the item is damaged, defective, or not as described, we pay for return shipping where a return is needed.
5. Damaged, Defective or Incorrect Items
If your order arrives damaged or defective, or you received the wrong item, please contact us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will, at your choice, send a replacement or issue a full refund, at no cost to you.
6. Refunds
- Once we receive and inspect your return, we will email you to confirm.
- Approved refunds are issued to your original payment method within 5–7 business days of us receiving the return.
- Your bank or card issuer may need additional time to show the refund on your statement.
- If a return does not meet the conditions above, we will let you know and may send the item back at your cost.
7. Exchanges
To exchange an item for a different scent, return the original item under this policy and place a new order for the item you want.
8. Order Changes and Cancellations
You may cancel or change an order before it is dispatched by contacting us as soon as possible. Once an order has been dispatched, it can no longer be cancelled, but you may return it under this policy.
9. Your Consumer Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
10. Contact Us
Ashgrove & Ember
Email: contact@ashgroveember.shop
Address: 23 Melbourne Avenue, Camp Hill, Queensland 4152, Australia
Hours: Monday–Friday, 9:00 AM–6:00 PM (Brisbane time, AEST)