The Fiscal Phoenix – Returns, Refunds & Exchanges Policy (Australia)

Effective: 2025

At The Fiscal Phoenix, we want you to feel confident and supported with every purchase. Our returns and refunds policy complies with the Australian Consumer Law (ACL).

Your Rights Under the Australian Consumer Law

You are entitled to a repair, replacement, or refund if a product has a major problem, such as:

It is faulty or unsafe
It is significantly different from the description
It does not perform as advertised or is not fit for purpose

You are also entitled to compensation for reasonably foreseeable loss or damage.

We do not offer refunds or exchanges for change of mind, unless otherwise stated below.

Physical Products (Candles, Planners, Card Decks, Gift Packs, Printed Goods)

Refunds or Replacements Are Provided If:

The item arrives damaged
The item is faulty or defective
The wrong item was sent
The product is not as described on our website

Conditions:

Proof of purchase is required
Photos of damage/fault may be requested
Returns must be requested within 14 days of receiving the item

If a physical item is eligible for a return:

We will provide a prepaid return label (where required), or
We may authorise a replacement/refund without requiring the item back (case-by-case)

Digital Products (Downloads, Templates, PDFs, Digital Packs)

Because digital items cannot be returned, refunds are only provided if:

The file is corrupted or cannot be accessed
The product does not match the description
You were charged multiple times for the same order

We do not offer refunds for:

Change of mind
Accidental purchase
Incompatibility with your device/software (unless it was listed as compatible on the product page)

If you experience issues opening a file, we will work with you to resolve it quickly.

Custom or Personalised Items

For custom-labelled items or personalised templates:

Refunds or exchanges are only available if:

There is a spelling/printing error caused by us
The item is faulty or damaged

Custom orders cannot be refunded for:

Change of mind
Incorrect information supplied by the customer

How to Request a Return or Refund

Please contact us via the contact page.

Include:

Your name
Order number
Details of the issue
Photos or screenshots (if applicable)

We aim to respond within 2–3 business days.

Shipping Costs

If we are at fault: shipping is covered by us.
If the return is not due to a product fault: shipping costs may apply (if we agree to accept the return).

Candle Safety & Variations Notice (Compliance for Handmade Items)

Because candles are handmade, minor variations in colour, texture, scent strength or appearance are normal and do not qualify as faults.
We recommend following all safety instructions provided. Failure to follow safety guidelines does not make a product faulty.

Replacements

If approved, replacements will be:

Sent promptly at no extra cost
Similar or equivalent to the original product (if out of stock)

Policy Updates

The Fiscal Phoenix may update this policy to remain compliant with the Australian Consumer Law. Any changes will be published on our website.