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Returns policy
At keep it lit keep it lit candles, we are committed to ensuring your satisfaction, in line with the Australian consumer law.
1. Faulty / not as described / does not meet quality standards:
- Please contact us with in 30 days of purchase.
- Please provide proof of purchase and details of the issue. If you don’t have a receipt, our branded packaging or labels are perfectly fine.
- Upon assessment we will provide either repair, replacement or refund depending on the issue.
- If this is the case, we will also arrange for return shipping at no cost to you.
2. Change of mind:
- No problem — we’re happy to offer exchanges.
Items must be returned in unused, undamaged condition. Customers can either cover return shipping or bring the item to one of our listed markets for exchange.
Please reach out if you need assistance or have any questions about returns or exchanges by filling in the form above. Processing time for refunds and returns may take up to 4 business days.
Location - Home Studio
67 Ternes Road
Upwey VIC 3158
Australia
Customers are welcome to shop at our home studio by appointment only.
Please contact us in advance to confirm availability before arriving.
Click & Collect
Please let us know your preferred pick-up location in the remarks box
(choose from our available markets).
If no location is selected, your order will be ready for collection from our home studio in Upwey, VIC.
Common Questions
One of the most common questions we receive is about the initial burn pattern of our candles.
Rest assured, our candles are crafted to form a proper melt pool over time. While they may not burn all the way to the edges during the first few uses due to our wax's soft build, they will achieve an ongoing, even burn as the candle reaches the half way point in the vessel and will melt down the excess wax rings.