Return and Refund Policy
Here at Highlight Candles Sands, we want you to get the items you want for everlasting memories.
1.1 Return Policy – Reprints
Personalised Candles: we send a proof of your candle or personalised message design, once approved by yourself, printing can commence. Once printed, if you want any changes made, this may occur a cost for re-printing. We send a photo of the finished product prior to dispatch, to ensure you get the product you want and love.
If you are needing any printing changed on the product after dispatch. Return the item at your own cost that needs to be changed there is a $10.00 reprint + postage charge. (Events being rescheduled to later dates). We will reprint on new Candle or glass vase.
1.2 Dispatched Orders Returns – line of Credit.
Highlight Candles and Sands do not offer refunds for orders that has been dispatched and customer decides they not longer want or need it Personalised or not personalised items, We will offer a line of credit to the value of the order of the items only with a $25 Designer fee will apply for personalised items, if any designing / printing work has taken place. Once the unwanted items are returned at your own cost, to Highlight Candles and Sand, undamaged items a line of credit will be applied. If damaged while being returned, the value of items undamaged will be applied. This line of credit only applies to unwanted /change of mind dispatched non damaged items,
1. Highlight Candles and Sands only offers refunds if the order has not been dispatched, 7-10 days (Order Cancelled)
2. Highlight Candles and Sand can not supply the items in the order.
3. Highlight Candles and Sands will refund, if your order does not meet the product description.
4. If you have changed your mind before making or dispatching order, (within 7-10 days) any designing / printing work has taken place. There is a $25 Designer fee this will be taken out of your refund. With every refund if there is Bank Fee, transaction fees has been charged to Highlight Candles and Sands, these fees will be deducted out of your refund. Refunds may take up 2 weeks
Damaged (due to Postal)
Highlight Candles and Sands will replace the broken item, free of charge and pay for postage, if damaged by Freight only. We make every effort to ensure your order is package securely to avoid any damage and breakages. We use bubble wrap every item separately, tissue paper and shredded paper to pack boxes.
To claim for damaged items by Freight/postage only, the Package, packaging, and damaged item, must be presented to your post office and reported, once a report number is received, email to Info@candles.net.au along with photos of damaged items. If no report number received to Highlight Candles and Sands cannot replaced damaged goods.
Highlight Candles and Sands holds not responsibility for products late delivery or delayed, due to Postal or freight services, public holidays, Due to Covid 19, Highlight Candle and Sands, holds no responsibility if your your order doesn’t arrive in time for your event.
Highlight Candles & Sands Designs
Highlight Candles and Sands owns all candle designs and glass vase personalised message designs. We reserve the right to use photos of your order for marketing purposes, unless notified that you do not want this to happen.
We Thank you for your order, we love creating your everlasting memories. When you place an order payment is due upfront, before any work can commence. Highlight Candles and Sands has many options for payments. On pickup there is cash, we have EFT facilities and efpos available on pickup order only.
Marketplace orders a desposit may be applied.
Highlight Candles and Sands, has many different options for payment, Invoices are sent for payment, or payments on website. Order payment is due upfront, before any work can commence.