Refund policy

Stone & Ember · ABN 28 752 830 966

Change of mind

We do not accept returns for change of mind, including a change in fragrance preference.

Faulty or damaged goods

If your candle arrives damaged or you believe it is faulty, contact us with your order number, a description of the issue and photographs where helpful. We will assess the issue and explain the next steps. Please contact us before posting an item so we can provide return instructions.

Your consumer rights

Our goods come with guarantees under the Australian Consumer Law. For a major failure, you may choose a refund or replacement. For a minor failure, we will provide a remedy, normally a replacement, within a reasonable time. If we cannot remedy it within a reasonable time, you may have further rights, including a refund. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Return costs and refunds

Once a fault is confirmed, we reimburse reasonable return postage costs. Please retain your postage receipt. Reimbursement is not restricted to store credit. Any refund will be returned to your original payment method where possible, unless otherwise agreed. Original packaging is not required to exercise your consumer rights.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.