The Legal Stuff
We are rawLight Design Pty Limited (Australian Company Number 101 191 557), a company registered in Australia (hereinafter referred to as rawLight) . Our Head Quarters is at 10 Ace Crescent, Tuggerah NSW 2259 Australia
When you shop with us (or access our services and website, these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!
We keep these terms updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.
To shop with us, you need to:
- If using a credit card to purchase it must be credit or debit card that we accept (see bottom of the page for details of current payment providers); and
- be authorized to use that credit or debit card (e.g. it is in your name or you have permission to use it).
- All wholesale accounts must have a registered business number and
- Be an approved wholesale account.
Placing an order
When you place an order, you should receive an acknowledgment e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on your credit card or in your PayPal account.
We only accept your order once payment has been approved at which time the contract is made based on these terms.
You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgment email). You can’t change your order – you’ll need to cancel and/or return the original item(s), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Quotations and orders for custom made candles and colours
rawLight will charge an upfront design and colour fee of $80.00 excl. GST for any custom made requests. When spending exceeds $500.00 excl. GST this fee is automatically wavered/credited. If you check out with standard products and request a specific colourway, a separate invoice will be provided to you shortly after check out.
Trade Fair Orders
Orders placed at trade fairs in Australia are to be signed for by the buyer. You understand and agree to the contract of sale terms and conditions of rawLight Design Pty Ltd. A cool off period of 7 days to cancel your order is allowed. Any orders that have been manufactured, packed and are ready for shipment can not be cancelled and will have to be paid in full. rawLight understands hardship and repayment plans can be arranged with a 40% deposit and up to 6 weekly payments thereafter. rawLight can provide storage arrangements at a weekly fee of $25.00 ex GST This fee will automatically activate after rawLight provided a reasonable time of storage of 4 weeks, which usually occurs when the customer hasn’t paid the goods in full yet.
Orders placed on this website or any of our other selling platforms
All orders are on a pro-forma basis unless different payment terms are stated on the invoice or invoices the buyer receives. If a 7-day or 14-day payment term has been agreed upon with rawLight Design Pty Ltd and the buyer, the buyer is responsible to pay any outstanding balances in full within this term. Payment reminders will be send to the buyer until management of rawLight Design Pty Ltd decides to charge a daily admin fee of $25.00 excl. GST from the date the outstanding invoice or invoices have become overdue. This will only happen when the buyer starts to ignore requests for payment and is not communicating with rawLight Design Pty Ltd.
Our selling platforms include; rawLight.com.au, Instagram, Email, Trade Fairs, Telephone, text messages, eBay, Amazon etc.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offense – get in touch with Customer Care and they’ll be happy to speak to you about it.
Prices and Descriptions
From time to time our busy rawLight team may price up or describe a product or promo wrongly. If we discover an error for any goods you have ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or canceling it.
If we can’t get in touch with you, we will treat the order as canceled. If you cancel and you’ve already paid, we will refund you in full.
Prices displayed are exclusive of GST for wholesale clientele and include GST for retail clientele (where applicable).
Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.
Before you finalize your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.
At rawLight, we work very hard to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Shipping, Packaging, Damages & Losses
rawLight team members pack all items to make it courier proof. We use lot’s of newspaper and recycled cardboard. We label and finish each parcel the very best way we can to ensure that you will receive your order safely and in a impeccable condition.
However once your package leaves our factory we have no control over damage or loss during transit to you.
For your peace of mind all shipping prices include insurance against damages and losses. The insurance is calculated at just 2% of the order value and gives you peace of mind that if something happens during transit & delivery your items are covered.
Please note that one the checkout you can choose to remove the 2% insurance component BUT please be aware that without insurance any damages or losses during transit from the rawLight factory to your address is your responsibility. We can not help you any further
As long as your order has insurance, if damages or losses occur during transit you must notify us within 24 hours of delivery. in case of damage or loss via tracking you become aware that the parcel is lost. No damage claims will be accepted without supporting photographs of the items and cartons that are damaged. Quantities of damaged items are to be provided as well.
Refunds / Returns
All our products are of the highest quality and your purchases are covered by the Australian Consumer Guarantee.
Please choose carefully when you purchase. As per Australian Consumer Laws, no refunds are available if you simply change your mind, found it cheaper somewhere else, decided you did not like the purchase or have no use for it.
Under Australian Consumer Laws you are entitled to Replacement or Refund if the product has a major problem. A major problem by Australian Consumer Law is defined as a product having:
- A problem that would have stopped someone from buying it if they’d known about it
- It is significantly different from the sample or description*
- It is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time**
- It doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
- It is unsafe.**
- if an agreement has been reached between a customer and rawLight Design Pty Ltd to return goods, the buyer/customer is responsible for any charges of a freight carrier.
*rawLight always endeavors to produce items in their correct colourways. Actual finished products and their colourways may differ from sample pictures or from pictures on our website, mobile devices, social media pages and so on.
**When purchasing candles from us, you agree to the following criteria to keep you and your environment safe.
- Never leave burning candles unattended.
- Burn in an area free from drafts and flammable materials.
- Remove all packaging and place candle on a heat resistance surface.
- Keep wick trimmed to approx 0.3 to 0.5cm at all times to prevent smoking.
- When using aluminum and polyurethane tea lights and votives, it must be ensured that either cup is placed on non metal heat resistance surfaces to allow the tea light to burn at the correct temperature. This will avoid blackening of the aluminium cup and melting of the polyurethane cup and igniting the entire cup.
- Only the outer core of our coloured candles are coloured. This allows less colour to pollute the air and it creates a clean burning candle. It also is much better for you.
- Candles purchased from our Custom Candles pages with custom designed colourways do attract a design and revision fee of $69.50. 2 revisions are included in this price. Wholesale customers are required to purchase 24-48 candles depending on the design. No refunds or returns are accepted.
If you do have an issue with a product just contact the rawLight Customer Care team and they will be happy to help you.
Things you cannot do
You must not misuse or tamper with our website, e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offense, but they also get in the way of us giving our loyal customers the best service. rawLight will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we have a team that work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers (no website owner can).
You are also prohibited from using automated systems or software to scrape data from our Website.
Troublemakers take note: you agree to indemnify, defend and hold harmless rawLight, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.
Intellectual Property, software & content
All designs, pictures, images and any other elements of this website as well as products featured are the exclusive property of rawLight. Publishing, transfer and changes of any elements featured on this website are strictly forbidden and cannot be reproduced without prior written consent from rawLight.
You are allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.
You are not allowed to use the rawLight logo or any rawLight brand without our express permission.
Linking to our website
It is ok for you to link to rawlightcandles.com.au, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Do not link in a way that suggests any form of approval or endorsement by rawLight where none exists.
Our Website must not be framed on any other site without our express permission.
Have an issue or a complaint?
Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:
Email: Click Here
Post: PO Box 3611 Tuggerah NSW 2259 Australia
If Customer Care is unable to resolve your complaint to your satisfaction, you may refer your complaint to:
The (ACCC) Australian Competition and Consumer Affairs: accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint
The EU Online Dispute Resolution platform:
We have the right to amend, remove or vary our services and/or any part of the Website (including our Terms and Conditions) at any time.
These terms and our dealings with you are subject to Australian law and the exclusive jurisdiction of the Australian courts.