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Terms & Conditions
This website is operated by Old Vine Candles. Throughout the site, the terms “we”, “us” and “our” refer to Old Vine Candles. Old Vine Candles offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
This page outlines these Terms of Service. Please read them carefully before accessing or using our website. By ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these Terms and Conditions for future reference.
Delivery
Shipping has a flat rate delivery cost of $11.95. All orders over $120.00 qualify for free shipping. All orders will ship from the Mornington Peninsula, Victoria, within 3 business days upon receipt of payment for your order. Your package should arrive within 5-7 business days of your order.
If you opt to have your delivery left at your door if unattended you do so at your own risk. Old Vine Candles accepts no responsibility for lost items left unattended. We use a mixture of Australia Post and local couriers. All items will be sent with tracking unless otherwise specified or agreed upon. Lost items will be tracked and if deemed unrecoverable Old Vine Candles will replace the item, please allow extra time for us to try to track and locate your item.
We currently only offer shipping within Australia. Please contact us for any special shipping requests.
Packaging
As we are constantly trying to do our bit for the environment, you may find that your delivery arrives in ‘pre-used’ packaging, we try to recycle and reuse boxes, bubble wrap and other fillers when possible, this obviously will not affect it’s contents, and helps to keep our costs down, which in turn helps to keep our product cost down for you the customer.
Cancellation by us
We may cancel a Contract if the Product is not available for any reason. We will notify you if this is the case and return any payment that you have made.
We will refund any money received from you using the same method originally used by you to pay for the Product.
Cancellation by Customer
If you wish to cancel your order please contact our Customer Service Team at hello@oldvinecandles.com.au within 24 hours. Orders cannot be cancelled after this time. Money received will be refunded using the same method originally used to pay for the product, minus a 10% restocking fee.
Returns, Refunds & Exchange
We stand behind our products 100%. However, If you have any concerns about your purchase, please contact us within 7 days at hello@oldvinecandles.com.au, and we will work with you to make things right!
We can exchange goods for change of mind, however goods must be unused, still packaged, and in a saleable condition. They must be securely posted back to avoid damage and at your own cost. A new delivery fee will be charged before any exchange is sent out.
Refunds will only be given if the product is deemed not as described, is faulty or damaged by the manufacturer. Management reserves the right to make all final decisions in this matter.
Damaged Goods
Unfortunately we are posting a delicate product and from time to time breakages may occur. We sincerely apologise if this happens to you. We take great care in packing our items, however can not predict how they are handled along the way.
In order to provide you with any remedies for a faulty Product, we may need your assistance and prompt provision of certain information . If you have received a damaged item, please:
- specify with reasonable detail the way in which it is alleged that the Product is damaged or defective, including using photographs; and
- provide us with the delivery note number and such other information as we reasonably require.
- confirm that the item has not been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
- been dealt with or used contrary to our or the manufacturer’s instructions for the Product; or
- We may require you to return faulty products before a refund or substitute is given.
- Faults must be reported within 7 days of receiving the good.
We try very hard to deliver Products in excellent condition. However, if you tell us that the Product is faulty, you agree to keep the Product in its current condition available for us (or our agent) to inspect within a reasonable time.
Gift Vouchers
Gift vouchers can be used to purchase items from Old Vine Candles. Vouchers must be used by the expiry date. Vouchers must be used in entirety, no change will be given. Gift Vouchers cannot be exchanged for cash under any circumstances. Gift Vouchers will not be refunded unless agreed upon by management.
Promotions, Competitions and Giveaways
Participants are limited to one entry per customer. Entry is open to Australian residents only. Entrants consent to the use of their name for promotional purposes (including any outcome). Winners will be notified via email. Correspondence will not be entered into. The judges decision is final.
Guarantee & Complaints Management
You may contact us at any time using the contact us link on the website. All complaints will be taken seriously We will attempt to address all concerns as soon as reasonably possibly. If you do not receive a reply within 5 working days please make further contact. In rare cases our emails may be caught up in our spam filters or not reach us, or correspondence that we send to you may otherwise not have reached you.
Circumstances Beyond Our Control
We shall not be liable for any circumstances beyond our reasonable control, including without limitation to any supplier out of stocks, floods, fires, extreme weather conditions, postal service delays and faults, website interruptions and or illness.
Payments accepted
We accept the following payments: Visa, Mastercard, American Express, Direct Deposit, PayPal & Afterpay.
Contact Information
Questions about the Terms of Service should be sent to us at hello@oldvinecandles.com.au
