Refund policy

Returns and refunds

We want you to enjoy your Serenus Spa candles. For any concern, email serenus_spa@outlook.com or use our Contact page with your order number and a description of the issue.

Your Australian Consumer Law rights

Our products come with consumer guarantees under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights. For a major failure, you may choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy within a reasonable time.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if an item arrives damaged, faulty or different from your order. Photos of the product and packaging can help us assess the issue, but they do not replace or limit your legal rights. Stop using a candle if it appears unsafe and retain the item and packaging where practical.

Contact us before returning an item so we can arrange the appropriate return process. If a problem is confirmed, we will reimburse reasonable return postage costs; please keep your receipts. We do not require original packaging to exercise consumer guarantee rights. Any refund will be made to the original payment method where possible. Bank or payment-provider processing times may vary.

Change of mind

We do not offer returns or exchanges simply for a change of mind, including a fragrance preference or an incorrect selection. This does not affect your rights where a product is faulty, unsafe, not as described or otherwise fails a consumer guarantee.

Order changes and cancellations

Contact us promptly if you need to change or cancel an order. We will help where possible before dispatch, but cannot guarantee a change once an order has been packed or sent. This does not limit any statutory cancellation or refund rights.