At Ahi Candles, we put a lot of love and care into every candle we make. We want you to be completely happy with your order. If something isn’t right, we’ll do our best to make it right — that’s our promise.
Please read this policy carefully before making a purchase. By placing an order with us at ahicandles.co.nz, you agree to the terms outlined below.
This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits those statutory rights.
Quick Reference Summary
Here’s a quick overview of what’s covered. Full details for each situation are in the sections below.
|
Situation |
Eligible? |
Resolution |
|
Item arrived damaged or broken |
Yes ✓ |
Full refund or replacement |
|
Wrong item received |
Yes ✓ |
Full refund or replacement |
|
Item lost in transit |
Yes ✓ |
Refund or replacement |
|
Faulty or defective product |
Yes ✓ |
Full refund or replacement |
|
Changed your mind |
No ✗ |
Not eligible |
|
Incorrect scent chosen at checkout |
No ✗ |
Not eligible |
|
Candle has been burned or used |
No ✗ |
Not eligible |
|
Gifted item without proof of purchase |
No ✗ |
Not eligible |
1. Damaged or Broken Items
We pack every order with care, but we know that things can happen in transit. If your candle arrives damaged or broken, we want to fix that immediately.
To be eligible for a refund or replacement, you must:
Once we’ve reviewed your photos, we’ll offer you the choice of a full refund to your original payment method or a replacement candle sent out at no cost to you. We’ll cover all shipping costs for replacements.
|
Please don’t throw away the damaged item or packaging before contacting us — we may need to see it to process your claim. |
2. Wrong Item Received
If you receive the wrong candle or an item that doesn’t match your order, we sincerely apologise. This is our mistake and we’ll fix it straight away.
Please contact us within 7 days of receiving your order with:
We’ll arrange to send the correct item to you as soon as possible at no additional cost, or offer a full refund if you’d prefer. We’ll also provide a prepaid return label for the incorrect item.
3. Lost or Missing Orders
If your order hasn’t arrived within the expected delivery timeframe, please get in touch with us and we’ll investigate straight away.
Expected delivery timeframes within New Zealand:
If your tracking shows your order as delivered but you haven’t received it, please first check with neighbours and any safe drop locations around your property. If you still can’t locate it, contact us and we’ll work with the courier to resolve it.
If your order is confirmed as lost by the courier, we will offer you a full refund or a replacement order at no cost to you.
4. Faulty or Defective Products
All Ahi Candles are handcrafted and quality checked before they leave us. However, if you receive a candle that is defective — for example, a wick that cannot be lit, a significant manufacturing fault, or a scent that is clearly incorrect — you are entitled to a remedy under the New Zealand Consumer Guarantees Act 1993.
Please contact us within 14 days of receiving your order with:
Depending on the nature of the fault, we will offer a full refund, a replacement, or a repair where appropriate. We will cover all associated shipping costs.
Please note: Natural variations in handmade products — such as slight colour differences between batches, minor surface imperfections in wax, or small air bubbles — are a normal characteristic of handcrafted candles and are not considered faults.
5. Change of Mind
We understand that sometimes things don’t work out — but unfortunately we are not able to offer refunds or exchanges for change of mind purchases.
This includes situations where you:
We strongly encourage you to read all product descriptions, scent notes, and size information carefully before placing your order. If you have any questions before purchasing, please reach out to us at ahicandles@gmail.com — we’re always happy to help you choose the right candle.
6. Items That Cannot Be Returned
For hygiene and safety reasons, the following items are not eligible for return or refund unless they are faulty or damaged:
7. How to Start a Return or Refund Request
Getting in touch with us is easy. Here’s what to do:
|
Step 1 |
Email us at ahicandles@gmail.com with your order number and a brief description of the issue. |
|
Step 2 |
Attach any relevant photos or videos showing the damage, fault, or incorrect item. |
|
Step 3 |
We’ll get back to you within 2 business days with next steps. |
|
Step 4 |
If a return is approved, we’ll provide instructions on how and where to send the item. Do not send items back without approval first. |
|
Step 5 |
Once we receive and assess the returned item (where applicable), we’ll process your refund or dispatch your replacement within 5 business days. |
8. How Refunds Are Processed
Once your refund has been approved, we will process it within 5 business days. Refunds are returned to your original payment method.
We’ll send you a confirmation email once your refund has been processed. If you haven’t received your refund after 10 business days, please contact us and we’ll follow it up for you.
9. Return Shipping Costs
Who covers the cost of return shipping depends on the reason for the return:
|
Reason for Return |
Who Pays Return Shipping |
|
Damaged, broken or faulty item |
Ahi Candles — we’ll provide a prepaid label |
|
Wrong item sent by us |
Ahi Candles — we’ll provide a prepaid label |
|
Lost in transit |
Not applicable — no return required |
|
Change of mind (not eligible) |
Not applicable |
10. Your Rights Under New Zealand Law
This policy does not limit your rights under New Zealand consumer law. Under the Consumer Guarantees Act 1993, you are entitled to a remedy if a product:
If a product fails to meet a consumer guarantee, you have the right to a repair, replacement, or refund. For significant failures, you are entitled to choose your preferred remedy. For minor failures, we are entitled to repair the item first before offering a replacement or refund.
Under the Fair Trading Act 1986, we are also prohibited from making misleading or deceptive representations about our products. If you believe we have done so, please contact us directly or reach out to the Commerce Commission at www.comcom.govt.nz.
11. Contact Us
If you have any questions about this policy or want to start a return or refund request, please get in touch — we’re here to help and will always do our best to make things right.
|
Business |
Ahi Candles |
|
|
ahicandles@gmail.com |
|
Website |
ahicandles.co.nz |
|
Response Time |
Within 2 business days |
|
Location |
Queenstown, New Zealand |
