Any cancelled orders will incur a 10% cancellation fee.
This includes any orders that are placed that require shipping where shipping has not been paid. ( For example if your order requires postage but you have selected Local Pick Up at the checkout )
What items can be returned?
Burn Decor & Soy offer a full refund, given that the item you received is faulty/damaged. We DO NOT refund change of mind purchases. If your parcel arrives damaged, please send us photographic evidence via email of all damages incurred within 3 days of the item being received. Please make sure the photos are clear and show all of the damages. If your parcel arrives damaged and you are unable to send photographic evidence, we are unable to proceed with a claim and you will not be refunded or replaced.
If your parcel arrives and is missing items, please notify us via email within 3 days of receiving your order. With any missing items, our staff will need to asses the scan pack report and also the weight of the item lodge with the courier service to asses the missing items and their weight. Claims outside of this 3 day period may be disregarded if our scan pack report and weights of items are correct.
All orders are sent with a tracked Courier service ( Couriers Please, Fastway and Australia Post ). Your tracking number will be emailed to you once your order has been shipped so please ensure your email address is correct at the time of ordering.
Please make sure you have entered your address correctly including any unit or duplex numbers. If your parcel is returned to us being undeliverable due to an incorrect address, this will encure another freight charge to re send your order.
If you have any questions about our refund policy or are unsure if you are able to return you item, contact us at firstname.lastname@example.org