Purchase & Cancellation Policy

Thank you for supporting Royal Candles NZ. Please read the following policy before placing your order.

Online Purchases

Once an order has been placed and payment has been received, we begin preparing your products for dispatch. Please check your order details carefully before completing your purchase.

If you need to make a change or cancel your order, please contact us as soon as possible. We will do our best to accommodate your request if your order has not yet been processed or dispatched.

Change of Mind

Because our products are handmade and may be made or prepared specifically for your order, cancellations or refunds for change of mind may not be available once production or processing has begun.

This does not affect any rights you may have under New Zealand consumer law.

Damaged or Faulty Products

We take care to package our products safely. If your order arrives damaged, faulty or is not what you ordered, please contact us within 7 days of receiving your order with your order number and photographs of the issue.

Where required under New Zealand law, we will provide an appropriate remedy, which may include a repair, replacement or refund.

Incorrect Address

Please ensure your delivery address is correct before completing your purchase. Royal Candles NZ is not responsible for delays or additional delivery costs caused by an incorrect or incomplete address supplied by the customer.

If a parcel is returned to us because an incorrect address was provided, additional postage may apply before the order can be resent.

Custom & Personalised Orders

Custom, personalised or specially made products may have different cancellation conditions because they are prepared specifically for the customer.

Please contact us before ordering if you are unsure about a custom product.

Refunds

Approved refunds will be processed to the original payment method where possible. Processing times may vary depending on your payment provider or bank.

Nothing in this policy is intended to exclude, restrict or limit your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.

If you have any questions about an order, please contact Royal Candles NZ and we will be happy to help at royalcandlesnz@gmail.com