These Terms and Conditions (“Terms”) govern the use of the Essenza House (“we”, “us”, “our”) website which is available at www.essenzahouse.com (“Site”), the supply of goods (“Products”) and the use of any of our social media platforms (“Platforms”) by you the customer (“Customer, “you, “your”).

 

 

By purchasing our Products and accessing or using our Site or Platforms, you acknowledge that you have read, understood, and agree to be bound by these Terms, as well as our Privacy Policy [link]. If you do not agree with any provision of these Terms, you should discontinue the use of our Site and Platforms immediately.

 

 

We reserve the right to update, change or replace any part of these Terms by posting updates and/or changes to our Site. It is your responsibility to check this page periodically for changes. Your continued use of or access to the Site following the posting of any changes constitutes acceptance of those changes. 

 

 

To make a purchase from our Online Store you must be 18 years of age or over, or if you are a minor, you must have the consent of a parent or legal guardian. By placing an order, you represent and warrant that you meet these eligibility requirements. We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

 

 

We sell hand-poured, natural coconut soy wax candles in a range of different sizes, container materials and fragrances. All crafted with care.

 

 

We will notify you as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfil your order following this acknowledgment, we will contact you via email advising you of this. Orders are typically processed within 1-3 business days after the order is placed. We will send you an email that confirms that your order has been dispatched.

 

 

The purchase price for our Products is the amount specified on our Site at the time of purchase excluding shipping and is inclusive of Goods and Services Tax (GST) for orders placed within Australia unless expressly stated otherwise. Our prices are subject to change without notice.

 

 

 

 

 

Our prices are denominated in Australian Dollars (AUD). 

 

 

We utilise the services of Stripe and PayPal, our trusted third-party payment processors’, to securely handle credit card transactions on our Site. Stripe or PayPal is responsible for collecting, processing, and storing your credit card information. As third-parties, Stripe and PayPal have their own terms of service and privacy policy that govern the handling and storage of your payment information. We encourage you to review Stripe or PayPal’s privacy policy and terms of service to understand how they handle your payment information. 

 

 

 

We offer standard shipping for purchases within Australia at $12.95 with tracking, excluding bulk orders over 10 kilograms, wholesale orders & bespoke orders. For bulk and wholesale orders please contact customerservice@essenzahouse.com for shipping and delivery costs and time estimates.

 

 

Please ensure that the shipping address you provide is accurate and complete. If the address is wrong or incomplete, the shipment will be returned to our shipping facility. You are liable for any re-shipping costs resulting from inaccurate or incomplete addresses provided during the order process. If an order remains unclaimed, it will be returned to our shipping facility. All orders require a signature upon delivery. If no one is home to sign, your package will be delivered to your local post office. Title and risk pass to you as soon as your order leaves our premises for delivery.

 

 

All claims for missing or lost packages must be submitted no later than 48 hours after the estimated delivery date.

 

 

NSW and ACT: 2-5 Business days.

QLD and VIC: 3-5 Business days.

SA: 4-6 Business days.

NT: 7-10 Business days.

WA: 7-11 Business days.

 

Please note that the shipping times mentioned above are estimates, and actual delivery times may vary due to factors beyond our control, such as customs processing and the efficiency of local postal services. Essenza House is not liable for any delays in shipping that may occur due to unforeseen circumstances or events beyond our control. While we strive to provide accurate delivery estimates, we cannot guarantee specific delivery dates. 

 

 

Gift cards are non-refundable, non-transferable and cannot be exchanged for cash.

If the total amount on the gift card is not redeemed in a single purchase, the balance remains on the gift card and can be redeemed on a future purchase. Our gift cards remain valid for 12 months from the date of issue.

 

 

If you are not completely satisfied with your purchase, you may request a refund or exchange within 7 days of receiving your purchase.  

 

 

To initiate a return please contact our customer support team by emailing customerservice@essenzahouse.com within 7 days of receiving your order.  Please include the order number, the full name under which the order was placed and the reason for the return. You are responsible for the shipping costs associated with the return of your order unless you have received an incorrect, faulty item or your item has been damaged in transit.

 

 

9.2.1 All items must be returned in an unused, unaltered condition and must be in their original packaging. The packaging must not be damaged or altered. 

All items marked final sale are not eligible for a refund or exchange unless damaged or faulty.

 

9.2.2 Exchanges are subject to availability.

 

9.2.3 Our team will email you with a return authorisation and instructions on how to return your order. Once we have received your order it will be inspected to ensure it meets our return eligibility criteria. Once deemed eligible for a return we will issue you with a refund or a store credit.

 

9.2.4 Returns are processed within 3 business days of receipt of your returned product(s).

 

9.2.5 Please note that refund processing times depend on your financial institution. 

 

9.3 Returns for Damaged, Defective or Incorrect Products

 

9.3.1 In the unlikely event that you receive a damaged, defective, or incorrect product please contact our customer service team within 48 hours of receiving your order. All returns must be initiated within 48 hours of receiving your order.

 

9.3.2 To initiate a return for a damaged, defective, or incorrect product, please contact us at with the following information:

 

•Your order number

•The full name of the person who placed the order

•A description of the issue

•Clear photos of the product showing the issue

•Our customer support team will guide you through the return process and provide you with further instructions.

 

9.3.3 Upon receiving your order, we strongly recommend that you inspect the package for any signs of damage before opening it. If you notice any visible damage to the packaging, please document it with photographs before proceeding to open the package.

 

9.3.4 To initiate a return or exchange due to shipping damage, we may request that you return the damaged product to us. We will provide you with return shipping instructions and cover the return shipping costs. Once we receive the damaged product, we will assess the damage and offer you the option of a replacement or a full refund.

 

9.3.5 In some cases, we may ask you to retain the damaged packaging materials for inspection or insurance purposes. Please do not discard any packaging until we have resolved the issue to your satisfaction.

 

9.3.6 After the product’s condition is verified, you can choose to receive a refund or a replacement. If you opt for a refund, the amount will be credited back to your original payment method within 3 business days of receiving the returned product. If you prefer a replacement, we will send a new product to you as quickly as possible.

 

9.3.7 We reserve the right to reject returns that do not meet or eligibility criteria at our discretion. If your product is deemed ineligible for a return, we will return it to the address initially provided with the order.

 

9.3.8 We are committed to ensuring your satisfaction with our products, and we will do our best to resolve any issues promptly. If you have any questions or need assistance with a return, please contact our customer support team at customerservice@essenzahouse.com for further guidance.

 

9.3.9 Please note that this refund policy is in addition to any rights and remedies you may have under the Australian Consumer Law.

 

10. Product Descriptions and Image Accuracy 

 

10.1 We make every effort to accurately describe our Products and provide high-quality images on our Site to help you make informed purchasing decisions. We cannot guarantee that the product you receive will appear precisely as it does on your screen, and we advise you to take these potential discrepancies into consideration when making your purchase. All descriptions of Products or Product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any Product at any time.

 

10.2 Dimensions and weight are approximate only.

 

10.3 We reserve the right to discontinue any Product at any time.

 

 

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. If we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, unauthorised resellers or unauthorised distributors. 

 

 

All orders are subject to availability of Products. If for any reason a Product is not available, we will endeavour to update this on our Online Store.

 

 

Your submission of personal information through the store is governed by our Privacy Policy [link]

 

 

 

 

14.1 You may be permitted to post, upload, publish, submit, or transmit relevant information and content (“User Content”) on our Site and/or our social media Platforms.  By making available any User Content on or through our Site and/or Platforms, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free licence to use the User Content, with the right to use, view, copy, adapt, modify, distribute, license, sell, transfer, communicate, publicly display, publicly perform, transmit, stream, broadcast, access, or otherwise exploit such User Content on, through or by means of our Site and/or Platforms.

 

14.2 You agree that you are solely responsible for all User Content that you make available on or through our Site and/or Platforms.  You represent and warrant that: 

 

 

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the Site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). 

We may also, in the future, offer new services and/or features through the Site (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms.

 

 

Certain content and products available via our Site may include materials from third parties. Third-party links on this Site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party. 

 

 

We are not responsible if information made available on this Site is not accurate, complete, or current. The material on this Site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this Site is at your own risk. 

 

 

Occasionally there may be information on our Site that contains inaccuracies or omissions that may relate to Product descriptions, pricing, promotions, offers and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice

We undertake no obligation to update, amend or clarify information in the Site or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Site or on any related website, should be taken to indicate that all information in the Site or on any related website has been modified or updated. 

 

 

You must not do or attempt to do anything: that is unlawful; prohibited by any laws applicable to our Site; which We would consider inappropriate; or which might bring us or our Site into disrepute, including (without limitation):

 

We may, at any time and without notice to you, discontinue our Site, in whole or in part.  We may also exclude any person from using our Site, at any time and at our sole discretion. We are not responsible for any liability you may suffer arising from or in connection with any such discontinuance or exclusion.

 

 

21.1 We do not guarantee, represent, or warrant that your use of our Site will be uninterrupted, timely, secure, or error-free. You agree that from time to time our Site may be unavailable or we may cancel the Site at any time, without notice to you. You expressly agree that your use of, or inability to use, the Site is at your sole risk. The Site and all Products and services delivered to you through the Site are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. 

 

21.2 We do not guarantee that any files available for downloading from the platform will be completely free from viruses or other harmful computer code.

 

 

22.1 We shall not be liable for any delay, failure to fulfill, or interruption of order fulfillment resulting directly or indirectly from any cause or condition beyond our reasonable control, including but not limited to: Acts of God, including but not limited to earthquakes, hurricanes, floods, wildfires, and other natural disasters, acts of government or regulatory authorities, including changes in laws or regulations affecting our operations, acts of war, terrorism, civil unrest, or rebellion, pandemics, epidemics, or health emergencies, labour strikes or disputes affecting our manufacturing or shipping partners, transportation disruptions, including but not limited to postal or courier service disruptions and power outages or equipment failures beyond our control.

 

22.2 In the event of any such delay, failure, or interruption of order fulfillment due to a force majeure event, Essenza House shall be excused from its obligations and shall have no liability or responsibility for any loss, damage, or inconvenience suffered by the customer as a result. We will make reasonable efforts to notify affected customers and, if possible, provide estimated timelines for order completion based on the circumstances.

 

 

To the maximum extent permitted by law, Essenza House, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors are not liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of the Site, or for any other claim related in any way to your use of the Site or any Product or service, including, but not limited to, any errors or omissions in any Content, or any loss or damage of any kind incurred as a result of the use of the Site or any content posted, transmitted, or otherwise made available via the Site, even if advised of their possibility. Our maximum liability to you (if any) shall be limited to the value of any Products supplied by us.

 

 

You agree to indemnify and hold harmless Essenza House, its employees, agents, partners, and affiliates from and against any and all claims, liabilities, demands, actions, expenses, losses, damages, and costs, including reasonable legal fees, that arise from or are related to your use of our Site, Products, or services, including but not limited to:

 

 

 

If a provision of these Terms is held to be void, invalid, illegal, or unenforceable, that provision must be read down as narrowly as necessary to allow it to be valid or enforceable. If it is not possible to read down a provision (in whole or in part), that provision (or that part of that provision) is severed from these Terms without affecting the validity or enforceability of the remainder of that provision or other provisions in these Terms.

 

 

The failure of us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. 

 

 

The headings used in this Agreement are included for convenience only and will not limit or otherwise affect these Terms.

 

 

These Terms and any policies or operating rules posted by us on this Site or in respect to our Online Store constitutes the entire agreement and understanding between you and us and govern your use of the Site and our Online Store, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). 

 

 

Your use of our Site or Products or services are governed by the laws of Victoria Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts operating in Victoria Australia and any courts entitled to hear appeals from those courts and waive any right to object to proceedings being brought in those courts. 

 

 

Any questions or complaints relating to these Terms, or our Products should be directed to contact customerservice@essenzahouse.com