Terms & conditions

Legal Information

rawLight Design Pty Limited (ACN 101 191 557), a company registered in Australia (“rawLight”), is headquartered at 10 Ace Crescent, Tuggerah NSW 2259, Australia.

When you shop with us or access our services and website, these terms apply. They outline our mutual expectations and provide you with vital information. If you need further assistance, please contact Customer Care.

We periodically update these terms, so please review them before making a purchase, as the latest version will apply.

Customer Requirements

We accept the following forms of payment:

• Credit or debit card (Visa, MasterCard, American Express) — fees and charges apply.
• Payment via our internal payment system.
• EFT (bank transfer).

You must be authorised to use the credit or debit card (e.g. it is in your name, your business name, or you have permission to use it).

Wholesale accounts must have a registered business number (ABN) and be approved by rawLight.

Placing an Order

When you place an order, you will receive an acknowledgment email confirming receipt. We then perform a standard pre-authorisation check to ensure sufficient funds are available.

We accept your order only once payment has been approved, at which point the contract is formed under these terms.

You may cancel (but not change) your order within a brief period after ordering (as specified in the acknowledgment email). To change an order, cancel / return the original item(s) and place a new order. All orders are subject to availability and price confirmation; if there is an issue, we will contact you.

Custom Orders

rawLight charges an upfront design and colour fee of $125.00 excl. GST for custom-made requests. This fee is waived for orders exceeding $1 200.00 excl. GST. If you request a specific colourway for standard products, a separate invoice will be issued after checkout.

Trade Fair Orders

Orders placed at trade fairs in Australia must be signed by the buyer. A 7-day cooling-off period applies for cancellation unless the order has already been manufactured, packed, and is ready for shipment (in which case it must be paid in full).

rawLight offers repayment plans with a 50 % deposit and up to six weekly payments. Storage can be arranged at $33.00 excl. GST per week, starting after four weeks.

Website and Other Selling Platforms

All orders are pro-forma unless other payment terms are stated on the invoice. If a 7- or 14-day term is agreed, outstanding balances must be paid within that term. If unpaid, payment reminders will be sent, and rawLight may charge a daily admin fee of $25.00 excl. GST for overdue invoices.

Our selling platforms include rawLight.com.au, most social platforms, email, newsletters, trade fairs, telephone, text, WhatsApp, eBay, Amazon, and Etsy.

We may refuse or cancel an order, or close/freeze an account (even if previously confirmed), in cases of unusual activity. Contact Customer Care if this occurs.

Product Quality

We produce premium candles for all occasions and inspect all products before dispatch. We are not responsible for minor imperfections but guarantee superb burning properties.

Prices and Descriptions

If a pricing or description error occurs, we will inform you and offer the option to reconfirm at the correct price or cancel. If we cannot contact you, the order will be cancelled and fully refunded.

Prices are exclusive of GST for wholesale and inclusive of GST for retail (where applicable). Delivery costs may apply and will be shown at checkout.

Promotions

Unless stated otherwise, promotions are valid for online purchases only. Discounts apply to products unless specified. Email marketing is used to advertise promotions, which differ for wholesale and retail clients.

Delivery

Various delivery options with estimated times/dates are provided before checkout. While we strive to meet delivery times, delays may occur due to carriers, coordination, or weather. We will keep you updated with tracking information.

Shipping, Packaging, Damages & Losses

Items are packed securely, but we are not responsible for damage or loss in transit. Shipping prices include insurance; you may opt out at checkout, but then assume responsibility for any transit issues.

To claim damages, complete the Carrier Transit Damage Procedures – rawLight form within 24 hours of delivery, including photos and quantities of damaged items.

Refunds / Returns / Credits

Our products are covered by the Australian Consumer Guarantee. No refunds are available for change of mind, finding a cheaper price, or personal preference.

Under Australian Consumer Law, you are entitled to a replacement or refund if the product has a major problem. If returns are agreed, the buyer pays freight charges.

Safety Guidelines

By purchasing candles, you agree to follow these safety criteria:

• Never leave burning candles unattended.
• Burn in an area free from drafts and flammable materials.
• Remove all packaging and place the candle on a heat-resistant surface.
• Keep the wick trimmed to 0.3 – 0.5 cm to prevent smoking.
• Ensure tea lights and votives are placed on non-metal, heat-resistant surfaces.

Privacy Policy

Our Privacy Policy explains how we use your information. Please keep your account details up to date so we can provide the best service.

Prohibited Activities

You must not misuse or tamper with our website, introduce harmful material, or carry out denial-of-service attacks. Such activities may be criminal offences and will be reported to law enforcement.

Use virus protection software when using any website. We cannot guarantee the site will always be secure from bugs or viruses. Automated systems to scrape data from our website are prohibited.

Intellectual Property

All designs, images, and content on this website are the exclusive property of rawLight. Reproduction without prior written consent is prohibited.

You may store, print, and display website content for personal use only. Commercial use requires express permission.

Linking to Our Website

You may link to rawlightcandles.com.au in a non-commercial, fair, and legal manner that does not damage our reputation. Do not link in a way that suggests approval or endorsement by rawLight without permission. Our website must not be framed on any other site without permission.

Complaints

If you have an issue, contact our Customer Care team. If unresolved, you may refer your complaint to the ACCC or the EU Online Dispute Resolution platform.

Legal

We reserve the right to amend, remove, or vary our services and website (including these terms) at any time. These terms and our dealings with you are governed by Australian law and subject to the exclusive jurisdiction of Australian courts.