Terms & Conditions
EXCHANGE, REFUND, RETURN
Due to our products being personalised, we do not accept returns/refunds for change in mind purchases or exchanges.
For all other replacement, return or refund requests, these are handled in accordance with the consumer guarantee and as such will be assessed by us accordingly.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. These products are handmade products therefore slight imperfections may occur, this is not considered as a faulty product and therefore is not refundable.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item within 24 hours. We will also notify you of the approval or rejection of your refund within 24 hours.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank directly, it may take some time before your refund is officially posted back into your account.
Please refer to ‘Damaged / faulty good's below for further information.
All cancellations must be within 72 hours of placing your order. For any cancellations after 72 hours, you will forfeit 50% of total cost of your order. For all cancellations, if we have commenced working on your order or for those who have ordered personalised keepsake candles and we have sent you a print work draft, then you will forfeit 50% of the total cost of your order. If your order has been completed in full, you will forfeit 100% of the total cost of your order.
Any claim for damaged or faulty goods is assessed in accordance with the consumer guarantee.
We require photographic proof immediately if your products arrived damaged during transit as well as an explanation as to what the damage is.
If we review your submission and agree the product has been damaged during transit, we will offer a replacement or refund of your purchase. Please note that in accordance with consumer protection law, to obtain a replacement, you the consumer are required to return your order to us first. It is upon the receipt of the returned goods that we will then send you a replacement of your product, if this has been agreed to by us.
If we agree to a replacement, we will reimburse our customers for the cost of your return shipping, to an agreed reasonable cost only and will not exceed the cost of what you paid Little Indie Designs for shipping when you placed your order. Evidence by way of Tax Invoice is required to claim your reimbursement from us.
If no evidence is provided to support your postage cost, no reimbursement is payable.
For all faulty goods, we require photographic evidence of the faulty good. We will happily replace any faulty goods, if they are deemed faulty by us and a submission is made within three calendar days of your receipt of our products. No items will be deemed faulty if the reason for the fault is you have not followed our care instructions for your product.
If you have a faulty product, please submit your claim via email. Within this submission, please include a photo of the product, a detailed description of why you deem it faulty.
We will review your submission and provide a response within three business days.