Refund policy

Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Faulty, damaged or not as described. Contact us at quillbaylabs@gmail.com with your order number and a photo. We will arrange a repair, replacement or refund as the law requires, and cover reasonable return postage.

Change of mind. We accept change-of-mind returns within 30 days of delivery. The item must be unused and in its original packaging, and you pay return postage. Candles that have been burned can't be returned for change of mind.

How to start a return. Email quillbaylabs@gmail.com before sending anything back; we'll reply with the return address and instructions. Items sent back without first requesting a return can't be processed.

Refunds. We'll notify you once we've received and inspected your return. Approved refunds go to your original payment method within 10 business days.

Deductions. For change-of-mind returns only, we may reduce your refund if the item has been used or damaged after delivery. We never reduce refunds for faulty goods or goods that are not as described.

Exchanges. The fastest way to get a different item is to return the one you have and place a new order.