RETURNS, REFUNDS & EXCHANGES

We strive to ensure that our customers are happy with the products they purchase. Sometimes, however, you might receive something and wish to return or exchange it, or to request a refund.  Perhaps you have had a change of mind, received a damaged product, your received the incorrect product, your order was lost in transit, or there were missing items in your delivery.

This policy outlines our limitations within our terms, which are in line with your statutory rights under the Competition and Consumer Act 2010 (Cth) and other Australian consumer protection law and regulations. 

 

FAULTY PRODUCT RETURNS -CLAIM PROCESS

If you have received a product with a defect, please contact us at info@blazeandfoam.com.au within 7 business days of receiving your goods, so we can resolve the problem as quickly as possible. We may ask you to send images for assessment. Please include the order number.

If we confirm the defect in writing, we will then offer replace or repair the product or offer to refund the price of the product to your original payment method, or offer a credit note. Do not return the items before first checking with Blaze & Foam. If the product is found not to have a defect or deemed out of warranty, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

Many of our products are manufactured using organic materials and therefore are expected to have minor imperfections. Photographs and descriptions of products may not always reflect the true colour, nature and size of goods. Wax, dye, fragrances, and essential oils will vary in nature and colour from shipment to shipment. Soy wax can occasionally contain sediment because of the manufacturing process. Wax can sweat in transit and contain small amounts of moisture. This does not render the product defective. 

 

DAMAGED IN TRANSIT GOODS

We are sorry if your item(s) arrive damaged and we welcome the opportunity to rectify the problem. Please send through a photo of the goods together with your order number to info@blazeandfoam.com.au  

If there are breakages in transit, please verify that you chose to apply shipping insurance option to your order at checkout. If you did, please lodge a claim within 48 hours from delivery of the goods here. If you didn't purchase insurance with your order, we are under no obligation to accept the claim.

If your fragrance has leaked in transit, please don’t open the bottle. Place the bottle on a digital scale and send us a photo of this. We cannot replace fragrances if the seal on the bottle has been broken. If the loss is significant and the tamper-proof lid is still unopened, we can replace the bottle. Alternatively, we can offer a credit.

Please be careful when opening the product so as not to damage it, particularly when using any sharp instruments.

If there is obvious damage to the carton at the time of delivery, you can choose to refuse to accept it. Once your claim has been processed and approved, a credit will be applied to your account.

 

CHANGE OF MIND RETURNS

Sometimes you might purchase the wrong item by mistake, or just decide you don’t want it. 

To be eligible for a return, please lodge your request in writing to info@blazeandfoam.com.au within 7 days of receiving the product. The item must be unused and in the same condition you received it in, unopened, in the original packaging. A 20% restocking fee applies.

Blaze & Foam charges a restocking fee for change of mind orders and cancellations. The fee covers the time and labour required to process returns and exchanges. Picking Orders from warehouse locations or returning them back to warehouse locations is time-consuming and they pay staff to do so. This also involves checking products for return damage, and counting products being returned, then allocating them, as well as administrative functions such as applying for credits or refunds.

Regarding fragrance, once you have opened the bottle, you can no longer return it. Please purchase a small size to trial before ordering larger sizes. Everyone reacts to scent differently, as so it is a matter of preference. Please be aware that the way a fragrance smells in the bottle will be different from how it will smell in your final product. Not liking the smell of a scented product is not a valid reason for a return request. 

Please get in contact with us before returning items, with the following information: the reason for your claim and the order number, your contact details and the date the order was made. Photos of defective items and the package when it arrived.

All refunds are at the sole discretion of Blaze & Foam. Once we issue you with a returns authorisation number, you are responsible for paying the cost of returning the items. We do not refund shipping charges for change of mind returns. If you receive a refund, the cost of initial shipping will be deducted. Should the items arrive back at our premises damaged, you are responsible, and we cannot refund those items. For this reason, we suggest you take out shipping insurance as well as arrange a tracking number to ensure we received the goods.

To return your product, you should mail your product to:

Blaze & Foam
P.O Box 129 Mount Eliza, Victoria, 3930

Upon receipt of returned goods, we will check them to ensure they are still in their original condition. We will send you an email to let you know we have received your returned item and whether the return has been accepted or rejected. The only reason we would reject your return is if it is sent back in a non-saleable condition - used or damaged. If approved, store credit or refund will automatically apply to your original method of payment. 

 

 

CANCELLATIONS

If you decide to cancel an order, please email us with the order number at info@blazeandfoam.com.au. If the order has not yet been picked, packed and shipped, the order will be cancelled at no fee. If the order has been picked and packed, but not sent, a restocking fee of 20% will apply. This fee will be deducted from your refund/credit. If the order has already been shipped, you can select to pay for the cost of returning the goods. A 20% restocking fee with apply.

Blaze & Foam charges a restocking fee for change of mind orders and cancellations. The fee covers the time and labour required to process returns and exchanges. Picking Orders from warehouse locations or returning them back to warehouse locations is time-consuming and they pay staff to do so. This also involves checking products for return damage, and counting products being returned, then allocating them, as well as administrative functions such as applying for credits or refunds.

 If you choose to cancel your order and you have already paid for it via credit card, Paypal or Afterpay you will incur a $10.00 administration fee to process and reverse the transaction.

If you have paid via Paypal or with a credit card, a 2% credit card surcharge fee will also be deducted from the refund.

If you paid by Afterpay, the surcharge is 4.5%.

We absorb payment surcharge fees whenever customers place orders. However, these merchant fees are not refundable to us for cancelled orders.

 

 MISSING PRODUCT OR SHORT SUPPLIES

If you notice discrepancies once you receive your order please contact us at info@blazeandfoam.com.au There is a 7-day time frame, reasonable for reporting discrepancies. Please double check all packaging materials in case a small item is lodged and check with other people on your premises before lodging a claim.

Once you have lodged your claim, we will check the packing and shipping history, and pick your order again. This enables us to find out the order weight and to compare it against the past shipped weight. If the product is missing, there will be a weight difference, and this alerts us to the short supply issue. 

 

STORE CREDIT 

Conditions for using store credit include:

Store credits are applied manually to your Account and cannot be transferred to other accounts.

Store credit is valid for 12 months. Any balance that remains after the 12 months will be voided and will not be available for use.

Store credit does not accrue interest, nor can it be redeemed or refunded for cash. 

 

 

NON RETURNABLE ITEMS

We do not accept returns for any reason on the following products:

  • Digital products such as editable labels and gift vouchers
  • Sale/clearance items
  • Fragrance oils
  • Wax
  • Wicks
  • Colour dyes
  • Melt and pour soap bases
  • Liquid soap bases

This is as a result of hygiene and quality control. Factors such as temperature control and the possibility of a product being tampered with or diluted are all at play in this requirement.