REFUND POLICY
RETURNS
Our policy expires after 14 days. Please contact us within 7 days of receiving your order. Unfortunately, we can’t offer you a refund or exchange after 14 days.
To be eligible for a return, your item must be in the same condition that you received it. Refunds are issued in the same tender as the original purchase.
If your order arrives less than perfect please provide us a photo at info@lavadeluna.com so we can replace or refund the item. Please note we are unable to provide refunds or exchanges without proof of goods. You will be responsible for paying for your own shipping costs for returning your item.
REFUNDS (if applicable)
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATER OR MISSING REFUNDS (if applicable)
There is often some processing time before a refund is posted.
If you haven’t received a refund yet, please:
- check your bank account again
- contact your credit card company
- next contact your bank
- and if you still have not received your refund yet, please contact us.
Sale items
Sale items cannot be refunded. Only regular priced items may be refunded.
EXCHANGE OF A DAMAGED PRODUCT
If you need to exchange a damaged or defective candle, contact us at info@lavadeluna.com and send your item to: 2/46 Acacia St, Byron Bay, New South Wales AU 2481. If you are happy to use Fastway delivery company, we will be responsible for paying the shipping of a damaged or defective item. If you use another company, the
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING
To return your product, you should mail it to: 2/46 Acacia St, Byron Bay, New South Wales AU 2481
Exchanging a damaged product: If you hire our delivery company FASTWAY the shipping will be free.
Returning a product you don’t like: You will be responsible for paying for your own shipping costs for returning your item.
PACKING YOUR ITEM FOR SHIPPING
When returning your item, please ensure it is securely packaged to avoid breakages. Please use sufficient bubble wrap and a hard box. We will not be responsible for any returns not packaged properly that are broken in transit.
Any items broken in transit due to customer fault will not be eligible for return or exchange.
