Refund policy

SCENOVIA Returns & Refunds Policy

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

30-Day Change of Mind Returns

In addition to your ACL rights, we offer a 30-day change of mind return policy. To be eligible:

• The item must be unused, in original packaging, in resalable condition

• Proof of purchase (order confirmation or receipt) is required

• Return shipping costs for change of mind returns are the customer’s responsibility

• Refund is issued to original payment method within 10 business days of inspection

Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days at hello@scenovia.shop if your item is:

• Damaged in transit

• Defective or not working as described

• Different from what you ordered

For any major failure, you may choose between a refund, replacement or repair — and we will cover all return shipping costs.

Candle Safety Returns (Scented Candles)

If a candle exhibits any safety issue — including container cracking, excessive smoking, uneven burning, or any concern during use — stop using the product immediately and contact us. Safety-related faults qualify as a major failure under ACL. We will arrange a full refund or replacement and cover all return costs. Please do not attempt to return a candle that has been in contact with heat; take clear photos and email us instead.

Solar Lights Warranty (6 Months)

In addition to ACL guarantees, SCENOVIA solar lights carry a 6-month warranty against manufacturing defects. This covers LED failure, solar panel malfunction, and waterproof seal issues under normal use. Does not cover damage from misuse, extreme weather beyond IP65 rating, or battery degradation after 6 months of use.

How to Start a Return

1. Email hello@scenovia.shop with your order number, photos, and description of issue

2. We respond within 24 hours (business days)

3. For approved returns, we’ll send instructions and, where applicable, a prepaid return label

4. Do not send items back before contacting us — returns without prior authorisation may not be accepted

Items Not Eligible for Change-of-Mind Returns

• Used or partially burned candles (unless faulty — ACL rights still apply)

• Gift cards

• Custom or personalised orders

Note: This exclusion applies only to change-of-mind returns. Your rights under the Australian Consumer Law for faulty goods remain in full force regardless of this policy.

Refund Processing

Approved refunds are issued to the original payment method within 10 business days of our receipt and inspection. Banks may take additional time to post the refund.

Contact

SCENOVIA PTY LTD

Gold Coast, QLD, Australia

hello@scenovia.shop