Returns & Exchange Policy

Returns & Refunds

We want you to love your order, but because our pieces are handmade (candles) and include living elements (Moonlings), we can’t accept change-of-mind returns.

We accept returns only for items that are defective, damaged in transit, or not as described.

If something arrived damaged/incorrect

Email us within 7 days of delivery: hello@sundropalchemy.com.au

Include your order number and clear photos of the item, packaging, and shipping label.

We’ll assess and, if approved, offer a replacement or refund to your original payment method.

Please keep all packaging until we advise next steps. In some cases we may ask you to return or safely dispose of the item.

What counts as a defect?

Candles: cracked jar on arrival, severely tunneled or unmeltable wick, container leak, or wrong item received. (Minor surface variations and natural frosting are normal in hand-poured soy candles.)

Moonlings: missing or damaged components on arrival (e.g., broken jar, leaked package, no Moonling present).

Not eligible

Change of mind, personal scent preferences, or used candles

Normal variations in handmade candles (e.g., minor frosting, slight surface texture)

Care-related issues after use (e.g., overheated candles, Moonlings kept in direct sun without water changes)

Exchanges

We don’t offer exchanges. If your item is defective or incorrect, we’ll replace or refund it according to the process above.

Refund Processing

Approved refunds are issued to your original payment method. Please allow 3–5 business days for your bank to post the credit after we process it.

Lost or Stalled Parcels

If tracking hasn’t moved for several days, reply to your order email or contact hello@sundropalchemy.com.au and we’ll investigate with the carrier. We follow the carrier’s investigation outcomes for replacements/refunds.

Questions? We’re here to help: hello@sundropalchemy.com.au