Your privacy
We place utmost value on and respect your rights to privacy. When you submit any of your personal details to us, they will not be disclosed, sold or leased to any third parties, except where we are legally required to do so, for instance, under court order. Your personal details are used solely for the purpose of processing your order.
With your permission, when submitting comments such as in Testimonials we will publish only your first name (or alias). If you do not reside in Australia, then we will publish also the country in which you reside eg. USA. If you do not wish your name to appear, please let us know and we will allow you to be anonymous.
We will not issue SPAM. We will respect your wishes if you do not want to hear from us and allow you the option of unsubscribing to our newsletter if you have subscribed.
We operate our business with the philosophy - no surprises for you. We are open and want to help you with any concerns you may have about your privacy. So if you have any further questions about privacy, please feel free to contact us - we are happy to help!
Ordering products
We understand that customers want choices when ordering products and we want you to feel comfortable with ordering from us. That is why we are pleased to offer you the following ordering options.
online
We have a user-friendly, secure shopping cart system, incorporating Paypal. Paypal is a secure payment system which offers buyers 100% protection against unauthorised payments sent from your account.
To find out more about the Paypal payment system or register for an online account, please click here. Please note that you do not need to have a Paypal account to use our online shopping cart.
email
We are happy for you to email us directly with your order if you prefer. Also, if there is a problem with our online system, we would like to know about it and can assist you offline.
We currently accept direct deposits into our bank account using this method, but we will be expanding to include credit cards. At the moment, credit card payments are currently accepted via online ordering using Paypal's secure payment system.
We aim to contact you within 24 hours of receiving your order to confirm the order, advise whether we have the order in stock and likely delivery times.
phone
Please feel free to phone us with your order or questions - we would love to hear from you! Please contact us on 0422 347 338 (national) or +61 2 422 347 338 (international).
mail
We accept orders and payments (cheques) via mail. Please note that orders will be dispatched once cheques are cleared, which can take between 3-5 working days.
Our mailing address is:
Green Scents
PO Box 867
MAWSON ACT 2607
Faulty goods - please read before purchasing from us
Although our soy and natural candles, and accessories (hereafter referred to as the goods) are made with the utmost quality controls and care, and we carefully inspect our goods before dispatch, we understand that there can be faults that are not always immediately visible. Where this is the case, we will gladly return the item and refund your money accordingly (including return shipping costs) or exchange the item upon your request (we will pay for the return shipping).
Please contact us within 3 working days of receipt of the goods and then you will be asked to return the goods to us. The faulty goods must have tags (if any) and original packaging intact. We will reimburse you or replace the goods on the return of faulty goods to us. If you have requested a refund, we will issue a refund once we have received the faulty goods and established that it is our manufacturing error.
Please note that we will not be responsible for any damage, injury or loss of any kind due to your use or misuse of our goods. Every candle has a warning label at the bottom of the candle (on pillar, jar or container) and we also provide you with burning instructions, which are not exclusive and do not supersede human judgement.
Soy wax by its very nature is soot free, however all natural cotton wicks will produce non-toxic smoke if not burned properly or if the wicks are not trimmed as recommended. Please ensure that you trim the wicks after each burn, only when the candle is cool and not when it is molten.
Although we use premium soy wax that is more stable than others on the market, we cannot replace any candle that has been exposed to extreme heat, intense light (such as fluorescent light) for extended periods of time. Do not allow water or moisture to mix in with the wax. This will cause popping and spluttering when the candle is lit.
We store all of our candles in the correct environment and candle care after they leave us will be the customer's responsibility.
Looked after according to our manufacturer's instructions, you will have hours of enjoyment with our soy candles.
Our maximum liability is limited to the amount paid for the goods.
By ordering from us, you are taken to have understood our policies.
Refund Policy - please read before purchasing from us
We note that our policy on refunds has changed.
Our customers are important to us - before, during and after sales. We aim to provide the best service to you and ensure your satisfaction with our products.
So, we need you to understand our refunds/exchanges policy before ordering from us. By ordering our products, it is understood that you have accepted our terms of trade.
In order to protect the integrity of our products, we do not offer refunds on our candles for a change of mind or if for instance you do not like the chosen fragrance. Likewise, you can rest assured that each Green Scents Soy Candle that you order from us is safe to burn and has never belonged to anyone else.
Our customer satisfaction guarantee extends to us guaranteeing that you will be receiving what we have stated about our products, to the extent that we control it, for example, we can only provide a guarantee based on our experience and on manufacturer's claims. We regret that it does not extend to refunds.
To assist you with fragrance selection, we offer one free sample and/or you can purchase our Sample Soy Candle packs if you wish to try out the fragrances and/or colours first.
You should note that delivery charges will not be reimbursed where our soy candles and other products are that are found to be not faulty or due to damage during transit.
Where an item is out of stock, we will let you know as soon as possible. This can also happen when our suppliers are out of stock on certain materials. This will appear next to an item on our site, but sometimes an order will be placed before we update our site.
If this happens, we will place your order on back order and is prioritised by the date it is received and paid. We will work to get your order to you as fast as we can. Otherwise, upon your request, we can reverse the order, offer you something else, or place an urgent order for you. This will not be available for any sale items as they are sold to clear.
Postage/Shipping
We are currently offering a low, competitive flat rate shipping for most cities Australia wide via a reputable Australian courier directly to your door. Currently, the rate is AUD $7.95 up to 5kg for most areas along the East Coast. This is subject to change.
Depending on your location, shipping costs will vary between $8.95 to $13.00 for up to 5kg (depends on where you live), which is still competitive in comparison to other shipping rates. We will notify you of the difference that you will need to pay or if you are concerned, please contact us prior to ordering from us.
If your order is in excess of the standard shipping limit above, we will advise you of the difference that you will need to pay. This will be based on the actual costs to us - we do not profit on postage.
We will provide international shipping via Australia Post. Costs will be charged at the Australia Post rate according to the weight of the item(s). It is best to email us with your proposed order and we can work out the shipping costs to the country that you reside in.
If you require your item to be posted via Express Post, please contact us to arrange this option. Postage will be charged at the Australia Post rate.
