Refund policy
REFUNDS, RETURN & EXCHANGE POLICY
REFUNDS & EXCHANGES Not obsessed? No stress. Return or exchange your candle within 30 days of delivery for a full refund or swap - as long as it's unused, unburnt, with wrapping intact and in its original packaging.
FAULTY, DAMAGED OR INCORRECT? If your order arrives broken, leaking, with a defect (e.g. wick issues, cracked vessel, damaged in transit), or you receive the wrong product - we'll make it right.
What to do: Contact us within 7 days of delivery with your order number and clear photos of the issue and packaging.
Your options:
- A free replacement
- A full refund to your original payment method
- Store credit (if you'd prefer)
Your rights under Australian Consumer Law always apply, regardless of timing.
🚚 WHO COVERS RETURN SHIPPING?
- If we messed up, or your item arrived damaged or incorrect - that's on us, babe.
- If it's a change of mind (and we approve the return) - you'll cover the shipping.
📦 HOW TO RETURN
- Submit a return request through our returns portal (linked in the footer) with your order number, reason, and photos (if applicable).
- Once approved, re-pack the item nice and snug in its original (or protective) packaging.
- Ship it back to the return address below and send us the tracking number so we can keep an eye on it.
EXCLUSIONS Sale items, gift cards, and custom or personalised candles are final sale.
📍 RETURN ADDRESS Gertie Playground 9 Springbrook Boulevard North Kellyville NSW 2155 Australia
💌 GOT QUESTIONS? Slide into our inbox: lets_chat@gertie.com.au We're here to help - sass and all.