Refund policy

RETURNS & REFUNDS POLICY

30-day change of mind
We want you to love your Phoenix piece. If you change your mind, contact us within 30 days of delivery for a refund.

To be eligible, items must be unused and returned in their original, unopened packaging. Return postage for change-of-mind returns is the customer's responsibility.

Faulty, damaged, or incorrect items
If your item arrives damaged, faulty, or isn't what you ordered, contact us within 30 days with a photo and your order number. We'll arrange a replacement or full refund at no cost to you — including return postage.

Nothing in this policy limits your rights under the Australian Consumer Law or any applicable consumer protection law.

Candles & consumables
For hygiene and safety reasons, candles that have been lit or used can't be returned for change of mind. This doesn't affect your rights if an item is faulty.

How to start a return
Email freemanblackthorn@gmail.com with your order number and reason for return. We'll respond within 1–4 business days with instructions.

Refund timing
Once your return is received and inspected, refunds are issued to your original payment method within 5–10 business days.