Store Policies

Our Shipping Policy

Personal shoppers pay a flat rate delivery fee of $9.95 (excluding bulk orders)

Email confirmation will be sent on receipt of your order and goods dispatched within 2-3 business days.  If there are any delays with your order, we will send an email to advise you.  You will receive an email with tracking information when your order has been sent.  Australia Post will normally deliver within 2-5 business days depending on your location.

If you have any concerns regarding your order, please contact us via email to tranquilitysoy@bigpond.com

Bulk Buy, Wedding & Corporate Orders are charged according to order size and dispatched within 5-7 business days.  

Returns and Refund Policy

Thanks for shopping at Tranquility Soy Candles.  If you have any issues with your purchase, we're here to help.

 

Returns 

Tranquility Soy Candles does not offer refunds for "change of mind" purchases.  If you have received the incorrect item or a damaged or faulty item, you have 14 days from the date you receive it to return it to us.  To be eligible for a return, your item must be unused and in the same condition that you received it.  Your item must be in the original packaging and have the receipt or proof of purchase. 

Please note that as soy candle wax is a natural substance, is hand poured, and can be affected when subjected to temperature fluctuations, there is a chance that your candle may sweat or the wax shrink slightly from the glass container causing "wet spots".  These issues do not affect the performance of your candle. 

Refunds/Store Credits 

Once we receive your item, we will inspect it and immediately notify you on the status of your refund/store credit after inspecting the item.  If your return is approved, we will initiate a refund to your credit card or Paypal account or issue a store credit for you.  You will receive the credit as soon as possible, depending on your card issuer's policies. 

Shipping 

For damaged, faulty or incorrect items received, Tranquility Soy Candles will reimburse you for return shipping costs.  If you receive a refund/store credit, the cost of the return shipping paid by you will be included in your refund. 

Contact Us 

If you have any questions on how to return your item to us, please send an email to:  tranquilitysoy@bigpond.com or use the contact form on our website 

Privacy Policy

Tranquility Soy Candles is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.  We have adopted the National Privacy Principles (NPPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.  A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Federal Privacy Commissioner at www.privacy.gov.au.

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.  This Personal Information is obtained via our website www.tranquilitysoy.com.  We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.  When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and

• Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.  Tranquility Soy Candles will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us. 

 

Terms and conditions 

 These terms and conditions regulate the business relationship between you and us. By using Our Website in any way, or by buying from us, you agree to be bound by them.

 We are: Tranquility Soy Candles 

 Our address is:  39 Mathiesons Road, Wandong Victoria 3758 

 You are: a visitor to Our Website / our customer

 

 The terms and conditions:  

 

1.  Definitions 

  In this agreement: 

“Carrier” means any person or business contracted by us to carry Goods from us to you. 

 “Consumer” means any individual who, in connection with this agreement, is acting for a  purpose which is outside his    business.

  “Content” means any content in any form published on Our Website by us or any third party  with our consent. 

 “Goods” means any of the goods we offer for sale on Our Website, or, if the context requires,  goods we sell to you. 

“Our Website” means any website of ours, and includes all web pages controlled by us. 

 "Post" means display, exhibit, publish, distribute, transmit and/or disclose information, Content  and/or other material on to  Our Website, and the phrases "Posted" and "Posting" shall be  interpreted accordingly.  

 

2.  Interpretation 

  In this agreement unless the context otherwise requires:  

  1. a reference to a person is a reference to one or more individuals, whether or not formally in partnership, or to a corporation, government body, or other association or organisation.

  2. these terms and conditions apply to all supplies of Goods by us to any customer. They prevail over any terms proposed by you.

  3. any agreement by any party not to do or omit to do something includes an obligation not to allow some other person to do or omit to do that same thing.

  4. any obligation of any person arising from this agreement may be performed by any other person.

  5. in this agreement references to a party include references to a person to whom those rights and obligations are transferred or passed as a result of a merger, division, reconstruction or other re-organisation involving that party.

  6. the headings to the paragraphs and schedules (if any) to this agreement do not affect the interpretation.

  7. a reference to an act or regulation includes new law of substantially the same intent as that act or regulation.

  8. in any indemnity, a reference to costs or expenses shall be construed as including the estimated cost of management time of the indemnified party.

  9. these terms and conditions apply in any event to you as a buyer or prospective buyer of our Goods and so far as the context allows, to you as a visitor to Our Website.

  10. this agreement is made only in the English language. If there is any conflict in meaning between the English language version of this agreement and any version or translation of this agreement in any other language, the English language version shall prevail.

 

3.  Our contract with you  

  1. This agreement contains the entire agreement between the parties and supersedes all previous agreements and understandings between the parties.

  2. Each party acknowledges that, in entering into this agreement, he does not rely on any representation, warranty, information or document or other term not forming part of this agreement.

  3. If you use Our Website in any way and make an order on behalf of another person you warrant that you have full authority to do so and you accept personal responsibility for every act or omission by you.

  4. Because we rely on our suppliers, We do not guarantee that Goods advertised on Our Website are available. We may change these terms from time to time. The terms that apply to you are those posted here on Our Website on the day you order Goods.

  5. The price of Goods may be changed by us at any time. We will never change a price so as to affect the price charged to you at the time when you buy those Goods.

  6. If in future, you buy Goods from us under any arrangement which does not involve your payment via Our Website; these terms still apply so far as they can be applied.

  7. We do not sell Goods outside of Australia.  

 

4. Acceptance of your order  

  1. Your order is an offer to buy from us. Nothing said or done by us is an acceptance of an order until we confirm acceptance in writing, referring to the order. 

 AND  

  1. Your order is an offer to buy from us. We shall accept your order by [e-mail confirmation]. That is when our contract is made. Our message will also confirm details of your purchase and tell you when we shall despatch your order.

  2. If we do not have all of the Goods you order in stock, we will offer you alternatives. If this happens you may:

    1. accept the alternatives we offer;

    2. cancel all or part of your order.   

 

5.Price and Payment  

  1. The Price is as set out in the order.

  2. It is possible that the price may have increased from that posted on Our Website. If that happens, we will not despatch the Goods until you have confirmed that you wish to buy at the new price.

  3. If the item you order is available in parts, you must pay us the full price of your order before we will send any part of it.

  4. Bank charges by the receiving bank on payments to us will be borne by us.

  5. If, by mistake, we have under-priced Goods, we will not be liable to supply those Goods to you at the stated price, provided that we notify you before we dispatch it to you.

  6. The price of the Goods does not include the delivery charge which will be charged at the rates applicable at the date you place your order and which will be displayed on a page of Our Website before we ask you to pay.

  7. If we owe you money (for this or any other reason), we will credit your credit or debit card as soon as reasonably practicable but in any event no later than 7 days from the date when we accept that repayment is due.  

6.  Security of your credit card 

 We take care to make Our Website safe for you to use. 

 Card payments are not processed through pages controlled by us. We use one or more online payment service providers who will encrypt your card or bank account details in a secure environment.   

 

7.  Delivery and pick up  

  1. Goods are delivered within 14 days from the day you place an order to purchase the Goods.

  2. Deliveries will be made by the Carrier to the address stipulated in your order. You must ensure that someone is present to accept the delivery.

  3. If we are not able to deliver your Goods within 14 days of the date of your order, we shall notify you by e-mail to arrange another date for delivery.

  4. We may deliver the Goods in instalments if they are not all available at the same time for delivery.

  5. Goods are sent at our risk until signed for by you or by any other person at the address you have given to us.

  6. Goods are sent by post. We will send you a message by email to tell you when we have despatched your order.

  7. If we agree with you to deliver on a particular day or at a particular time, we will do our best to comply. But no time given is to be treated as contractual. So we are not liable to you for any expense or inconvenience you incur on account of delayed delivery or non-delivery.

  8. Time for delivery specified on the order, if any, is an estimate only and time shall not be of the essence.   

 

8.  Liability for subsequent defects  

  1. We will repair or replace Goods which fail to comply with the provisions of the Competition and Consumer Act 2010or which show a defect. If you claim that the item is defective, the following conditions apply:

    1. the defect must be reported to us within 7 days of becoming apparent;

    2. the defect results only from faulty design or manufacture;

    3. you have returned the defective Goods or parts to us if we have so requested.

  2. If we agree that we are liable, we will refund the cost of return carriage and will repair or replace the Goods free of charge.

  3. If we repair or replace the Goods, you have no additional claim against us either under this agreement or by statute or common law, in respect of the defect.  

 

9.  Goods returned 

 These provisions apply in the event that you return any Goods to us for any reason:  

  1. We do not accept returns unless there was a defect in the Goods at the time of purchase, or we have agreed in correspondence that you may return them.

  2. Before you return the Goods to us, please carefully re-read the instructions and check that you have assembled it correctly and complied with any provisions relating to the power supply, plugs and sockets.

  3. The Goods must be returned to us as soon as any defect is discovered but not later than 14 days.

  4. So far as possible, Goods should be returned:

    1. with both Goods and all packaging as far as possible in their original condition;

    2. securely wrapped;

    3. including proof of purchase

    4. at your risk and cost.

  5. You must tell us by email message to tranquilitysoy@bigpond.com that you would like to return Goods, specifying exactly what Goods and when purchased, and giving full details of the defect or other reason for return. We will then respond with details of your return

  6. If delivery was made to Australian address, you are also protected by the Competition and Consumer Act 2010.

  7. If we agree that the Goods are faulty, we will:

    1. refund the cost of return carriage;

    2. repair or replace the Goods as we choose or offer a store credit.   

 

10.  Disclaimers  

  1. The law differs from one country to another. This paragraph applies so far as the applicable law allows.

  2. All the conditions, warranties or other terms implied by the law of any country other than the Commonwealth of Australia are excluded from this agreement to the extent permitted by law.

  3. We or our Content suppliers may make improvements or changes to Our Website, the Content, or to any of the Goods, at any time and without advance notice.

  4. You are advised that Content may include technical inaccuracies or typographical errors. This is inevitable in any large website. We would be grateful if you bring to our immediate attention, any that you find.

  5. We give no warranty and make no representation, express or implied, as to:

    1. the quality of the Goods;

    2. any implied warranty or condition as to merchantability or fitness of the Goods for a particular purpose;

    3. the correspondence of the Goods with any description;

    4. the adequacy or appropriateness of the Goods for your purpose;

    5. the truth of any Content on Our Website;

    6. non-infringement of any right.

  6. We are not liable in any circumstances for special, indirect or consequential loss or any damages whatsoever resulting from loss of use, loss of data or loss of revenues or profits, whether in an action of contract, negligence or otherwise, arising out of or in connection with your use of Our Website or the purchase of Goods.

  7. Except in the case of liability for personal injury or death, our liability under this contract is limited, to the maximum extent permitted by law, to the value of the Goods you have purchased. 

 

11.  Your account with us  

  1. You agree that you have provided, and will continue to provide accurate, up to date, and complete information about yourself. We need this information to provide you with the Goods.

  2. If you use Our Website, you are responsible for maintaining the confidentiality of your account and password and for preventing any unauthorised person from using your account.

  3. You agree to accept responsibility for all activities that occur under your account or password. You should tell us immediately if you believe some person has accessed your account without your authority and also log in to your account and change your password.  

 

12.  Restrictions on what you may Post to Our Website 

 You agree that you will not use or allow anyone else to use Our Website to Post Content which is or may:  

  1. be malicious or defamatory;

  2. consist in commercial audio, video or music files;

  3. be illegal, obscene, offensive, threatening or violent;

  4. be sexually explicit or pornographic;

  5. be likely to deceive any person or be used to impersonate any person, or to misrepresent your identity, age or affiliation with any person;

  6. give the impression that it emanates from us or that you are connected with us or that we have endorsed you or your business;

  7. solicit passwords or personal information from anyone;

  8. be used to sell any goods or services or for any other commercial use;

  9. include anything other than words (i.e. you will not include any symbols or photographs) except for a photograph of yourself in your profile in such place as we designate;

  10. link to any of the material specified above, in this paragraph;

  11. send age-inappropriate communications or Content to anyone under the age of 18. 

 

13.  Your Posting: restricted content  

In connection with the restrictions set out below, we may refuse or edit or remove a Posting which does not comply with these terms. 

 In addition to the restrictions set out above, a Posting must not contain:  

  1. hyperlinks, other than those specifically authorised by us;

  2. keywords or words repeated, which are irrelevant to the Content Posted;

  3. the name, logo or trademark of any organisation other than yours;

  4. inaccurate, false, or misleading information.  

 

14.  How we handle your Content  

  1. Our privacy policy is strong and precise. It complies fully with current law.

  2. If you Post Content to any public area of Our Website it becomes available in the public domain. We have no control who sees it or what anyone does with it.

  3. Even if access to your text is behind a user registration it remains effectively in the public domain because someone has only to register and log in, to access it. You should therefore avoid Posting unnecessary confidential information.

  4. We need the freedom to be able to publicise our Services and your own use of them. You therefore now irrevocably grant us the right and licence to edit, copy, publish, distribute, translate and otherwise use any Content that you place on Our Website, in public domains and in any medium. You represent and warrant that you are authorised to grant all such rights.

  5. We will use that licence only for commercial purposes of the business of Our Website and will stop using it after a commercially reasonable period of time.

  6. You agree to waive of your right to be identified as the author and your right to object to derogatory treatment of your work as provided in the Copyright Act 1968.

  7. Posting content of any sort does not change your ownership of the copyright in it. We have no claim over it and we will not protect your rights for you.

  8. You understand that you are personally responsible for your breach of someone else’s intellectual property rights, defamation, or any law, which may occur as a result of any Content having been Posted by you.

  9. You accept all risk and responsibility for determining whether any Content is in the public domain and not confidential.

  10. Please notify us of any security breach or unauthorised use of your account.   

 

15.  Removal of offensive Content  

  1. For the avoidance of doubt, this paragraph is addressed to any person who comes on Our Website for any purpose.

  2. We are under no obligation to monitor or record the activity of any customer for any purpose, nor do we assume any responsibility to monitor or police Internet-related activities. However, we may do so without notice to you and without giving you a reason.

  3. If you are offended by any Content, the following procedure applies:

    1. Your claim or complaint must be submitted to us in the form available on Our Website, or contain the same information as that requested in our form. It must be sent to us by post or email.

    2. we shall remove the offending Content as soon as we are reasonably able;

    3. after we receive notice of a claim or complaint, we shall investigate so far as we alone decide;

  4. We may re-instate the Content about which you have complained or not.

  5. In respect of any complaint made by you or any person on your behalf, whether using our form of complaint or not, you now irrevocably grant to us a licence to publish the complaint and all ensuing correspondence and communication, without limit.

  6. You now agree that if any complaint is made by you frivolously or vexatiously you will repay us the cost of our investigation including legal fees, if any.    

16.  Security of Our Website  

If you violate Our Website we shall take legal action against you. 

You now agree that you will not, and will not allow any other person to:  

  1. modify, copy, or cause damage or unintended effect to any portion of Our Website, or any software used within it.

  2. link to Our Website in any way that would cause the appearance or presentation of the site to be different from what would be seen by a user who accessed the site by typing the URL into a standard browser;

  3. download any part of Our Website, without our express written consent;

  4. collect or use any product listings, descriptions, or prices;

  5. collect or use any information obtained from or about Our Website or the Content except as intended by this agreement;

  6. aggregate, copy or duplicate in any manner any of the Content or information available from Our Website, other than as permitted by this agreement or as is reasonably necessary for your use of Our Website;

  7. share with a third party any login credentials to Our Website.

  8. Despite the above terms, we now grant a licence to you to:

    1. create a hyperlink to Our Website for the purpose of promoting an interest common to both of us. You can do this without specific permission. This licence is conditional upon your not portraying us or any product or service in a false, misleading, derogatory, or otherwise offensive manner. You may not use any logo or other proprietary graphic or trademark of ours as part of the link without our express written consent.

    2. you may copy the text of any page for your personal use in connection with the purpose of Our Website. 

 

17.  Indemnity  

You agree to indemnify us against all costs, claims and expense arising directly or indirectly from:  

  1. your failure to comply with the law of any country;

  2. your breach of this agreement;

  3. any act, neglect or default by any agent, employee, licensee or customer of yours;

  4. a contractual claim arising from your use of the Goods;

  5. a breach of the intellectual property rights of any person.    

 

18.  Intellectual Property  

  1. We will defend the intellectual property rights in connection with our Goods and Our Website, including copyright in the Content whether provided by us or by any other content provider (including copyright in text, graphics, logos, icons, images, audio clips, digital downloads, data, and software).

  2. Except as set out below, you may not copy, modify, publish, transmit, transfer or sell, reproduce, create derivative works from, distribute, perform, display, or in any way exploit any of the Content, in whole or in part.

  3. You may not use our name or logos or trademarks or any other Content on any website of yours or that of any other person.

  4. Subject to the other terms of this agreement, you may download or copy Content only for your own personal use, provided that you maintain all copyright and other notices contained in it. You may not store electronically any significant portion of any Content.   

 

19.  Miscellaneous matters  

  1. When we communicate with you we do so by email. You agree that email communications are contractually binding in the same way as properly signed and dated paper sent by post.

  2. Where we provide goods without specific charge to you, then it (or they) is deemed to be provided free of charge, and not to be associated with any other Goods for which a charge is made. Accordingly, there is neither contractual nor other obligation upon us in respect of those goods or that service.

  3. If any term or provision of this agreement is at any time held by any jurisdiction to be void, invalid or unenforceable, then it shall be treated as changed or reduced, only to the extent minimally necessary to bring it within the laws of that jurisdiction and to prevent it from being void and it shall be binding in that changed or reduced form. Subject to that, each provision shall be interpreted as severable and shall not in any way affect any other of these terms.

  4. The rights and obligations of the parties set out in this agreement shall pass to any permitted successor in title.

  5. No failure or delay by any party to exercise any right, power or remedy will operate as a waiver of it nor indicate any intention to reduce that or any other right in the future.

  6. Any communication to be served on either party by the other shall be delivered by hand or sent by first class post or recorded delivery. It shall be deemed to have been delivered:  

           1.if delivered by hand: on the day of delivery;  

           2.if sent by post to the correct address: within 72 hours of posting;  

       7. In the event of a dispute between the parties to this agreement, then they undertake to attempt to settle the dispute by engaging in good             faith with the other in a process of mediation before commencing arbitration or litigation.  

       8. This agreement does not give any right to any third party.  

       9. Neither party shall be liable for any failure or delay in performance of this agreement which is caused by circumstances beyond his                        reasonable control. 

      10.In the event of any conflict between any term of this agreement and the provisions of the constitution of a limited company or                           any comparable document intended to regulate any other corporate or collective body, then the terms of this agreement shall prevail. 

      11.The validity, construction and performance of this agreement shall be governed by the laws of the State of Victoria.