Last updated: December 15, 2025
1. Service Overview
At Aussie Candle House, we are committed to providing exceptional service for all your candle needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@aussiecandlehouse.com
- Phone: +61 411 658 174
- Address: 17 Statenborough St, Leabrook SA 5068, Australia
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 9:00 AM - 5:00 PM AEST
- Saturday: 10:00 AM - 2:00 PM AEST
- Sunday: Closed
3. Candle Care Services
3.1 Available Services
- Candle repair and restoration
- Wick replacement and trimming
- Container cleaning and refinishing
- Custom fragrance consultation
- Professional burning advice
- Gift wrapping services
3.2 Service Timeframes
Standard service times:
- Initial assessment: 1-2 business days
- Basic services: 2-3 business days
- Complex repairs: 5-7 business days
- Custom orders: 10-14 business days
4. Warranty Services
4.1 Standard Warranty
All candles purchased from Aussie Candle House include:
- 14-day satisfaction guarantee
- 30-day warranty against manufacturing defects
- Free wick replacement within first use
4.2 Premium Care Package
Optional premium care services include:
- 6-month extended care coverage
- Priority repair service
- Complimentary wick trimming
- Seasonal fragrance refresh
5. Custom Services
5.1 Personalisation Options
- Custom fragrance blending
- Bespoke container design
- Personal message engraving
- Corporate branding
- Event-specific collections
5.2 Educational Services
- Candle care workshops
- Fragrance appreciation sessions
- Private crafting classes
- Corporate team building
6. Service Pricing
6.1 Assessment Fees
- Initial consultation: Complimentary
- Professional assessment: $25
- Custom design consultation: $40
6.2 Service Costs
- Basic maintenance: $20-35
- Complex repairs: $45-85
- Custom work: Quote provided after consultation
7. Quality Assurance
Our commitment to quality includes:
- Expert assessment of all services
- Quality testing before delivery
- Detailed service documentation
- Satisfaction guarantee
- Follow-up care instructions
8. Service Requests
8.1 How to Request Service
- Contact our support team
- Describe your service needs
- Receive initial assessment
- Schedule service appointment
- Approve service quote
8.2 Required Information
- Product details and purchase date
- Description of service needed
- Photos of the item (if applicable)
- Preferred timeline
- Contact information
9. Service Guarantees
We stand behind our services with:
- 14-day service warranty
- Satisfaction guarantee
- Expert workmanship
- Premium materials
- Professional handling
10. Policy Updates
Aussie Candle House reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.