Refund policy
We want you to love your Luzara candle. If something isn't right, here's how we'll help.
Change of mind returns
You can request a return within 30 days of receiving your order. To be eligible, items must be unused and unlit, in their original packaging, with proof of purchase. Return postage is paid by you, and original shipping costs are not refunded.
Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is damaged in transit, faulty, or not what you ordered, email us within 7 days at hello@luzara.com.au with your order number and a photo. We'll send a replacement or give you a full refund, including postage. Please don't send the item back until we've been in touch.
Items we can't accept for change of mind
- Candles that have been lit or used
- Soap that has been opened or used (for hygiene reasons)
- Sale items
- Gift cards
This doesn't affect your rights if an item is faulty.
How to return
Email hello@luzara.com.au with your order number and the item you'd like to return. Once approved, post it to: Luzara, PO Box 63, Goolwa SA 5214. Items sent back without first contacting us can't be accepted. We recommend a tracked postage service, as we can't be responsible for returns lost in transit.
Exchanges
The quickest way to swap a scent is to return the original item and place a new order.
Refunds
We'll let you know once we've received and inspected your return. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to process it.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.