RETURNS and CANCELLATIONS:
At Mipin Australia, we take great pride in delivering our high-quality personalised items, most especially our candles. We provide proofing for all customised candles and produce the candles based on their descriptions. As all our products are fully customised hand-made items, we cannot accept requests for returns, refunds, changes of mind, or exchanges unless one or more of the following occur as part of your rights in Australian Consumer Law:
*Order cancellation within 24 hours of ordering. You can contact us if you decide not to proceed with the order within 24 hours. We will refund the full amount you paid. After the 24 hours period, no refunds will be able to claim for cancellations.
*Incorrect item and incorrect wording was written on the candle by our mistake. We check all proofings, layouts, and designs a few times, but it is not inevitable to mistakes. If it is proven that the mistake came from our production, we will either refund the full amount that you paid or offer you a new and revised candle via express post at our own expense. We will need a photo as a proof and other evidence. Please let us know if this is the case by contacting us within 3 days of receiving our product for prompt action.
*Lost items during transit. If items are deemed lost as confirmed by AusPost or its tracking system, we will lodge a claim and we will update you about the outcome of the claim. Unfortunately, we will have to wait for the compensation approval prior to offering you a refund. Please understand that such circumstances are out of our control as well.
*Broken, Faulty and Unusable Condition. If during transit your order has been broken, a lodgement is needed to Australia Post. Kindly let us know within 48 hours of receiving your item if it was damaged and are faulty. (Note that minimal imperfections on the surface of the wax are not considered faulty.) After 48 hours of successful delivery of your item and no communication was sent to us, we cannot offer a refund. In addition to photo and proof of damaged items, we will also need it to be returned to us on its original and unused condition to complete the process of refund. Refunds are only for original cost of product and not with the shipping fees. See Terms and Conditions for more.
Once refunds are processed, please expect it to reflect on your original payment method within 7-10 business days.
If, for any reason, you are unhappy with your Mipin products, please let us know. We will handle your complaints and issues on a case-by-case basis. You can Contact Us and provide the necessary details of your product, and we will discuss this matter individually with you.
Please note that these are fragile and delicate items; there will always be some slight colour variations and imperfections, even after handling them with the utmost care. These should not be deemed faulty. See our Terms and Conditions for more details.