Refund policy

Product Safety & Liability Disclaimer

Products sold by DELGU (operated by APEKS PTY LTD ABN 52 689 236 333), including candles, must be used strictly in accordance with the safety instructions and warnings provided on our website and on the product packaging/labels. By purchasing from us, you acknowledge that candles involve an open flame and are a fire hazard. APEKS PTY LTD is not liable for any damage, injury, or loss caused by misuse, improper use, or failure to follow care instructions or warnings.

All candles are handmade and may have slight variation in colours and appearance. However, this will not affect the performance of the candle.

1. No Change of Mind Returns

In accordance with Australian Consumer Law (ACL), DELGU is not required to provide a refund or replacement if you change your mind, do not like the scent, or have made an incorrect selection.

2. Damaged or Faulty Goods

We take great care in production and packaging. If a product arrives with a failure, you are entitled to a remedy in accordance with the ACL, which may include repair, replacement or refund. Where reasonably possible, items should be returned in their original packaging.

The Assessment Process:

• Notification: To assist us in promptly assessing damage, please contact ops.apeks@gmail.com within 7 days of delivery.
• Physical return of the product: To prevent fraudulent claims, where safe and reasonable, items must be physically returned to our 432 / 1 Gerbera Place, Kellyville 2155 NSW address for inspection before a remedy is issued. (Note: If an item is shattered, please contact us for digital assessment instructions).
• Initial Cost: The customer is responsible for the initial cost of shipping the item back to us.
• Reimbursement: If, after inspection, the item is confirmed to have a failure (e.g., product failure not caused by misuse), we will:
  1. Issue a full refund or replacement.
  2. Reimburse you for the reasonable cost of your return shipping (please forward a digital copy of your postage receipt to ops.apeks@gmail.com).
• Denied Claims: If the item is found to be functional, or the "fault" is due to customer misuse/negligence, no refund will be issued. The customer will be responsible for the shipping costs to have the item returned to them.

 

3. Custom and Personalised Orders

Due to the nature of custom-made products, DELGU does not offer refunds, returns, or exchanges for change of mind or incorrect spelling provided by the customer. It is the customer's responsibility to review all personalisation details before finalising the order.