Faulty or damaged items

• If your candle arrives damaged, faulty, or not as described, you're entitled to a remedy under Australian Consumer Law.
• For a major problem, you can choose a refund or a replacement.
• For a minor problem, we'll repair, replace, or refund it, whichever is appropriate.
• Please contact us at connect@ember2essence.com as soon as you notice an issue, including your order number and a photo of the problem — this helps us sort it out quickly.

Change of mind

• We don't offer refunds or replacements for change of mind.
• This doesn't affect your rights under Australian Consumer Law for faulty or damaged items.

Handmade ceramic variations

• Each candle is poured into an individually handmade clay jar. Because of the handmade nature of the ceramics and glazing process, we can't fully control the outcome of every glaze firing.
• Every jar is individually shaped and glazed, so natural variation in colour, texture, and finish is normal from one piece to the next.
• Our blue glaze in particular can behave differently in the kiln, sometimes producing markings or variation that only become visible once firing is complete.
• These characteristics are a feature of handmade ceramics, not a fault — they're part of what makes each jar one of a kind.
• To make sure you receive a piece we're proud of, every jar is hand-checked before dispatch.

How refunds are paid

• Where a refund is owed, we'll return it to the original payment method used for your order.
• We aim to process approved refunds within 7 business days.
• How long the funds take to appear in your account after that depends on your bank or card provider, which is outside our control.

Nothing in this policy limits or excludes any consumer guarantee, right, or remedy you have under the Australian Consumer Law. Questions about a specific order? Email connect@ember2essence.com and we'll help.