RETURNS & REFUND POLICY

We strive to ensure that you are completely satisfied with your purchase at Violet Matters. Our products are hand-made in small batches with the utmost care and quality in mind. Due to this from time to time there may be some minor discrepancies in the appearance of our melts. Sweating and frosting may also occur outside of our control during transportation, this is the normal nature of soy wax, though we can assure you this in no way affects the quality or functionality of the final product.

If you encounter any issues or are unhappy with your purchase, please review our policies before reaching out to our Customer Service team by email customerorders@violetmatters.com.au . If you have any further questions, please don't hesitate to contact us.

Damaged or Faulty Product

We apologise if a product you receive is damaged or faulty. Unfortunately, and despite our best efforts, items are occasionally damaged during transit. In such cases, we are happy to arrange a return or replacement(subject to availability). If you received a damaged or faulty product, please contact us immediately by email customerorders@violetmatters.com.au and we will do our very best to replace the product (subject to availability) or provide a partial or full refund. Please provide evidence such as photos or videos to show the problem. If you received a damaged product, please let us know within 48 hours of delivery. Please do not use or dispose of the products enclosed as we may need our courier to collect and return to us.

We will contact you within three to four business days upon receiving your email to confirm the details and options. Please keep your receipt for proof of purchase of the faulty or damaged product in question. Our normal return period is 30 days from the date of purchase.

 

Change of Mind

Please note that we are not able to accept the return of used products that are not faulty. We do not accept returns, refunds or exchanges because you do not like the smell or due to a change of mind, so please choose carefully.

If you are unsure of a scent, we recommend purchasing one of our smaller sample packs first before committing to a larger order.