Return and Refund Policy

At Chameleon Sand Candle, we are committed to your complete satisfaction with our products. We understand that purchasing items online can be a challenging task, and we want to provide you with peace of mind when making your purchase. That's why we offer a 60-day money back guarantee on all of our products.

Policy Details:

• Australia Returns: Customers located within Australia are eligible for free returns. If you are not completely satisfied with your purchase for any reason, you can return the item within 60 days of the original purchase date and receive a full refund once the item has been received by us in their original, undamaged condition with all included accessories and packaging. Return shipping costs within Australia will be covered by us.

• International Returns: For our valued customers outside of Australia, you can also take advantage of our 60-day money back guarantee. If you wish to return your purchase within 60 days of the original purchase date, you are welcome to do so for any reason. However, please note that return shipping costs for international customers will need to be covered by the customer.

Return Process:

• Contact Us: Reach out to our customer support team at info@chameleonsandcandle.com to request a return. Please provide your order number and the reason for the return.

• Package Your Item: Securely package the item in its original packaging, along with all accessories and any other included items.

• Labeling: Attach the shipping label to the package. For Australian customers, we will provide you with a prepaid shipping label. For international customers, please ensure the appropriate return address is used.

• Ship the Item: For Australian customers, simply drop off your package at a designated drop-off point as indicated on the prepaid label. For international customers, arrange and pay for the shipping using a trusted carrier of your choice.

Conditions:

• Items must be returned in their original, undamaged condition with all included accessories and packaging.

• The 60-day return period starts from the date of the original purchase.

• Refunds will not cover any original shipping charges unless the item received was defective or incorrect.

We strive to provide you with quality products and excellent service, and our money back guarantee is a testament to our confidence in the products we offer. If you have any questions or concerns about our return policy, please feel free to contact our customer support team.

Returns and Exchanges 

1. Allergic Reactions

We may offer you a refund if you have an allergic reaction to our Products. The following process applies to where you have had an allergic reaction:

(a) If you have had an allergic reaction to our Products, you must immediately stop using the Product and contact us at info@chameleonsandcandle.com within 30 days of the Delivery Date, providing images and/or videos of the allergic reaction and any other information or material reasonably required by us.
(b) We will notify you by return email of our Return Address.
(c) If we accept your return in accordance with this clause, we may require you to send the Product, with less than 20% used, to the Return Address (at your cost), together with any proof of purchase, packaging, accessories for the Product and any other documentation or information reasonably required by Chameleon Candle Co Pty Ltd, within 60 days of the Delivery Date.
(d) If we determine, in our discretion, that you have had an allergic reaction to our Products and have otherwise met the requirements under this clause 1, you will be credited the full amount paid (including shipping costs) and you may request a refund or store credit. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
(e) If we determine that you have not had an allergic reaction or met the requirements under this clause 1, we may, at our discretion, not offer a return, and we will keep the Product, or deliver it back to your nominated address (at your cost).

2. Defective Products

We may offer you a refund where we determine that your Product is defective. The following process applies to any Product you believe to be defective.

(a) If you believe your Product is defective, you must contact us info@chameleonsandcandle.com with a full description of the fault (including images and/or videos), the order number.
(b) If we determine that your Product may be defective, we will request that you send the Product back to us at your cost for further inspection, including any packaging, accessories shipped with the Product. We reserve the right to further inspection before deeming a Product defective.
(c) If we determine in our reasonable opinion that the Product is not defective, or is defective due to it exceeding its use-by date, fair wear and tear, misuse, failure to properly maintain or store the Product, failure to use in accordance with our or the manufacturer’s instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.
(d) If we determine that the Product is defective, you will be credited the full amount paid (including shipping costs) and you may request a refund, exchange or store credit. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
(f) If you fail to comply with the provisions of this clause 2 in respect of a defective Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the defective Product.

Refund Policy for Lost and Non-Compliant Products

Investigative Process:

(a) Initiating the Investigation: When a customer reports a lost product or a product discrepancy, we immediately launch an investigation. This could involve liaising with our courier partner or internally reviewing the product dispatch details.

(b) Customer Communication: Throughout the investigative process, we keep our customers informed of our progress. We understand the importance of transparency in such situations.

(c) Investigation Timeline: The duration of the investigation can vary, but we aim for a prompt resolution. Our team is dedicated to ensuring that the process is as efficient as possible.

(d) Outcome of the Investigation: Upon conclusion of the investigation, if we find that the product loss or discrepancy is due to our error or courier partner’s fault, we will proceed with our refund policy.

Refund Eligibility and Process:

Full Refund Criteria:

• We will provide a full refund of the price paid for a product if we determine that: (i) a product you have ordered was not received by you solely due to failure by us; (ii) a product you have ordered was not received by you due to failure by our courier partner, or (iii) a product provided to you was not substantially the same as the product you ordered as displayed on our Website, acknowledging reasonable variations due to screen display, color brightness, and image quality.
• At our discretion, we may offer to send out replacement products using our standard courier service. Should you opt for an express shipping upgrade, please note that the additional cost will be borne by you.

Compliance with Refund Policy:

(a) If you comply with the provisions of Refund Policy, the full amount of the Fees paid for a product (including shipping costs) will be credited back to your original method of payment unless you request otherwise and we approve this request.

(b) Processing the Refund: Once the investigation is finalized and fault is established, we will initiate the refund process, adhering to the criteria outlined above.

(c) Timeframe and Method for Refund: The refund will be processed promptly upon conclusion of the investigation. The refunded amount will reflect in the customer’s original method of payment, unless an alternative method is requested and approved.

(d) Customer Notification: Customers will be notified via email or their preferred method of communication upon the processing of the refund.

Our Commitment:

At Chameleon Sand Candles, we strive for excellence in both our products and our customer service. We understand the inconvenience caused by any delivery issues or product discrepancies and are dedicated to resolving such matters fairly and efficiently. For any questions or further assistance regarding our refund policy, our customer service team is readily available to assist.