Refund policy

🌿 Our Scent Guarantee

We want you to absolutely love your Serendipity experience.

Choosing a scent online can be tricky, and we understand that sometimes a fragrance may not be what you imagined. If the scent you receive isn’t what you thought it would be, or simply isn’t to your liking, please reach out within 7 days of receiving your order.

We’re always happy to help you find a scent that better suits your space or style.

Because of hygiene and safety reasons, we’re unable to accept returns on used products. However, if a product is unused and in its original condition, we may offer an exchange or store credit at our discretion.

Your happiness matters to us, and we’ll always do our best to make things right.

Because you’re worth every beautiful moment.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.  Return Policy is extended around Christmas.  Please Email Tracey@serendipitycandlesbytracey.com 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Tracey@serendpitycandlesbytracey.com Please note that returns will need to be sent to the following address: 536 Beechwood Rd-Beechwood NSW 2446.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Tracey@serendipitycandlesbytracey.com 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Wax Warmer Warranty & Fault Policy

Our wax warmers include a 12-month warranty on the electrical component from the date of purchase.

Please note the following conditions:

• Globes/bulbs are considered a consumable item and are not covered under warranty.
• Wax warmers must be used with the correct bulb type and wattage as supplied or recommended.
• Faults caused by wax overflow, incorrect bulb use, physical damage, or misuse are not covered under warranty.
• If wax enters the electrical components of the warmer, this can cause damage and void the warranty.

If you believe your wax warmer is faulty, please contact us with:

• Your order number
• A description of the issue
• Clear photos of the warmer, base, and bulb

This helps us assess the issue and provide the most appropriate solution as quickly as possible.

Please do not dispose of the item until we have reviewed the fault and advised the next steps.

• Replacement parts may be provided where appropriate rather than a full unit replacement.

Exchanges

The quickest way to receive the item you’d prefer is to return the original product. Once your return has been approved, you can place a new order for your chosen item straight away.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Tracey@serendipitycandlesbytracey.com

Damage in Transit

We take great care when packaging your order to ensure it arrives safely.

If your product arrives damaged during transit, please contact us within 72 hours of delivery with:

• Your order number
• Clear photos of the damaged item
• Photos of the packaging and box it arrived in

Please retain all packaging materials as these may be required for a courier claim. Once we receive the photos, we will assess the damage and arrange a suitable resolution.