Refund policy
Legalise, but we try to keep it simple with returns. If you are not happy just let us know.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To start a return, you can contact us at peter@happyflame.com.au. Please note that returns will need to be sent to the following address: 8 Owens Cresent, Alstonville, NSW 2477
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
You can always contact us for any return question at peter@happyflame.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
The only returns we may not accept is customs item, such as special orders or personalised orders. Please get in touch and we can chat about this. Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at peter@happyflame.com.au.
If you are not 100% happy with your Happy Flame products just let us know and we will replace it at no charge. We want to make sure you are 100% happy and enjoy our products. The details are here:
If you receive one of our products and it is not what you expected, eg the size, shape or colour: return it to us and we will either refund you money or replace it with what you need... your choice. Just email, phone or contact us by online chat to organise what you would prefer. Our goal is to solve any problem within 48 hours.
If the candle is not working as you expect please contact us and we will see if there is a solution, eg it may be the candle needs to burn a minimum time. If we can't solve the problem we will send a replacement, no charge to you. Our goal is to solve any problem within 48 hours.
If you receive your order and the candles are damaged when they were shipped, we will replace them no charge. Just email, phone or contact us by chat to organise let us know. If you can help us by sending a photo of the damage so we can discuss with the courier. Our goal is to solve any problem within 48 hours.