Refund policy

Returns Policy

We take great care in crafting every Fotia product, and we want you to love your purchase. Because each item is hand-poured and carefully packaged, we do not accept returns for change of mind. Returns are only accepted in the case of faulty, damaged, or incorrect items.

Faulty or Damaged Items

If your order arrives faulty, damaged, or you receive the wrong item, please contact us at hello@fotiacandles.com.au within 30 days of delivery. Include your order number, photos, and a description of the issue so we can resolve it quickly.

  • If approved, we’ll provide you with the return address.

  • Returns must be sent to the address provided  items sent elsewhere cannot be processed.

  • We recommend using a tracked service, as Fotia is not responsible for items lost or damaged in transit.

Depending on the situation, we will offer either:

  • A replacement product, or

  • A refund to your original payment method.

Shipping Responsibility

  • Customers are responsible for arranging and covering the cost of return shipping for faulty items, unless otherwise required under Australian Consumer Law.

  • Shipping fees are non-refundable.

Refunds

Once we receive and inspect your return, we’ll notify you by email. If approved:

  • Refunds will be issued to your original payment method within 10 business days.

  • Banks and card issuers may require additional processing time.

  • If more than 15 business days have passed since your refund was approved, please contact us at hello@fotiacandles.com.au.

  •  Please remember it can take some time for your bank or credit card company to process and post the refund too.

Non-Returnable Items

  • Change of mind purchases

  • Sale items

  • Gift cards

European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.