1. Use of Website

You must be at least 18 years old or have parental/guardian consent to make purchases. By using this website and placing an order, you confirm that you meet this requirement.

2. Use of Products

Customers are responsible for reading and following all safety instructions and guidelines for FAELORA products. Products must be used as intended. Children and pets should always be supervised around candles.

3. Product Safety & Usage Disclaimer

Candles are a fire hazard if used incorrectly. Customers agree to:

• Never leave a burning candle unattended

• Keep candles away from children, pets, flammable materials, and drafts

• Place candles on stable, heat-resistant surfaces

• Trim wicks to the recommended length before each burn

• Do not burn a candle for more than 4 hours at a time

• Do not touch or move a candle while it is lit or the wax is hot

• Never pour water on a candle to extinguish it

• Keep the wax pool free of debris

• Do not ingest wax, fragrance oils, or candle components

• Always extinguish candles properly

FAELORA is not responsible for injury, fire, or property damage caused by misuse.

4. Allergens & Sensitivities

FAELORA products may contain fragrances or ingredients that could cause allergic reactions. Customers are responsible for reviewing ingredients.

5. Accuracy of Information

Products are handmade; variations may occur. Colors may appear differently on screens.

6. Products and Availability

Prices and availability may change without notice.

7. Product Measurements

Weights and measurements are approximate.

8. Customer Account

Customers must provide accurate information. FAELORA may suspend accounts with inaccurate details.

Signing up authorizes FAELORA to send promotional emails or SMS.

9. Shipping

FAELORA ships within Australia only.

• We offer flat rate standard shipping of $10 for all Australian orders.

• Orders are carefully prepared and dispatched within 1–4 business days. Once your parcel has been sent, you’ll receive tracking information so you can follow its journey to you.

• Orders over 5kg may ship in multiple parcels

• Estimated delivery:

  • QLD/NSW/VIC/ACT: 2–5 business days

  • SA/TAS/WA/NT: 5–7 business days

FAELORA is not responsible for delays or incorrect address submissions.

10. Order Confirmation and Cancellation

FAELORA may decline or limit orders.

11. Service Rules

Customers may not:

• Copy or distribute website content

• Use automated systems

• Send spam

• Interfere with security

• Upload harmful or illegal content

• Misuse products

FAELORA may suspend accounts for violations.

12. Copyright

All content belongs to FAELORA.

13. Payment Information

Payment required at checkout. Prices in AUD. Stripe and PayPal accepted.

14. Returns, Refunds & Replacements

FAELORA complies with the Australian Consumer Law.

14.1 Change of Mind

FAELORA does not offer refunds or returns for change-of-mind purchases. This includes (but is not limited to):

• Scent preference

• Incorrect selection

• Unwanted items

• Ordering the wrong product

• Change of personal circumstances

Due to the nature of our handmade candle products, items cannot be resold once opened or handled.

This policy does not affect your rights under Australian Consumer Law.

14.2 Faulty or Damaged Items

If your product arrives damaged or you believe it has a fault, please contact FAELORA via email within 14 days of delivery at hello@faelora.com.au and provide:

• Your order number

• Clear photographs of the item

• A detailed description of the issue

FAELORA reserves the right to assess all claims to determine whether the issue qualifies as a fault under Australian Consumer Law.

If a product is confirmed to have a major fault, customers are entitled to choose between:

• A replacement, or

• A refund to the original payment method

If a product has a minor fault, FAELORA may offer a replacement before issuing a refund.

14.3 Return Process & Shipping

• Customers must contact FAELORA prior to returning any item. Unauthorized returns may not be accepted.

• If a return is approved due to a confirmed fault, FAELORA will provide a prepaid return shipping label via email.

• Customers must use the provided label. Shipping costs incurred without prior approval may not be reimbursed.

• Where possible, customers are asked to return faulty items in their original packaging to prevent further damage. If original packaging is unavailable, items must be securely packed to ensure safe return.

14.4 Refunds & Replacements

• Refunds or replacements are provided after the faulty item has been returned and inspected.

• Items found not to be faulty, misused, or damaged due to customer handling will not be eligible for a refund or replacement.

• Customers cannot keep the faulty item and receive a refund.

15. Customer Privacy and Information Security

FAELORA protects customer information but is not liable for third-party breaches.

16. Limitation of Liability

Liability limited to product purchase price.

17. Governing Law & Dispute Resolution

Governed by Australian law.

18. Severability

Invalid terms do not affect remaining terms.

19. Changes to Terms

FAELORA may update terms at any time.

20. Force Majeure

Not responsible for delays caused by events beyond control.

21. FAELORA’s Message

Thank you for supporting FAELORA.

22. Wholesale & Partnerships

Wholesale inquiries welcome at hello@faelora.com.au.

23. Sale Pricing & Promotions

Promotions and discounts may be limited. Coupons cannot be combined unless stated.

24. Shipping Damage & Liability

• FAELORA is not responsible for:

• Loss, theft, or damage occurring during shipping once the item has been dispatched

• Delays caused by the courier or external factors beyond FAELORA’s control

• Customers are encouraged to inspect items immediately upon delivery and report any damage to hello@faelora.com.au with photos.

This clause does not affect your rights under Australian Consumer Law.

25. Intellectual Property

All designs, branding, and content belong to FAELORA.

26. Third-Party Links

FAELORA is not responsible for external site content.

27. Environmental Responsibility

Eco-friendly materials used when possible.

28. Loyalty Points Program (“FAELORA Rewards”)

28.1 Earning Points

• 1 point per $1 spent

• 10 points for creating an account

• 50 birthday points

28.2 Redeeming Points

• 100 points = $5 off

• No cash value

• Points expire after 12 months of inactivity

28.3 Limitations

• Points cannot be transferred

• Fraud may result in suspension

• Returns deduct earned points

28.4 Program Changes

Program may be updated or discontinued.

29. FAELORA Glow Plan (“Glow Membership”)

29.1 Membership Benefits

• 10% off first order (A coupon code will be sent to your email after you purchase the Glow Membership)

• 5% off ALL products year-round

• Birthday: Buy 2 candles, get 1 free

• Seasonal holiday discounts

• Discount stacking: Glow 5% + one coupon code

29.2 Eligibility

Account required. Some exclusions apply.

29.3 Birthday Terms

Valid once per year; free candle must be equal or lesser value.

29.4 Non-Refundable & Non-Auto Payment Policy

The FAELORA Glow Program is a one-time, manually activated membership. By enrolling in the Glow Program, members acknowledge and agree to the following:

• The Glow membership fee is non-refundable, regardless of usage, inactivity, or changes to benefits.

• The Glow Program does not include automatic billing, subscriptions, or auto-renewal.

• Members will not be charged automatically at any time.

• If a member wishes to renew, rejoin, or extend their membership in the future (if applicable), it must be done manually by the customer.

• FAELORA is not responsible for unused benefits, missed emails, or unclaimed discounts.

This policy ensures transparency and prevents accidental recurring charges.

29.5 Communication Consent (Email & SMS Requirement)

Glow Members agree to:

• Receive emails and SMS messages from FAELORA

• Keep contact details updated

• Understand that Glow offers are delivered ONLY via email/SMS

• Check spam/junk folders

• Acknowledge that opting out may prevent delivery of benefits

FAELORA is not responsible for missed messages.

30. Coupons & Discounts

30.1 Usage Rules

• Only one coupon per order

• Glow discount + 1 coupon allowed

• Coupons have no cash value

• Must be applied at checkout

• Some exclusions may apply

30.2 If a Coupon Doesn’t Work

Contact: hello@faelora.com.au

31. Contact Information

For loyalty program, Glow membership, coupon issues, or discounts:
📧 hello@faelora.com.au

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