Policies

Payments

All transactions occur at the "point of sale" and are processed in $AU. Our automated payment system calculates your order in your local currency, including shipping, ensuring a straightforward experience. For international orders, we accept PayPal and Stripe, while Australian orders can be paid via PayPal, Stripe, Afterpay, and Layby. Direct Deposit is also available exclusively for Australian orders.

 

PayPal offers a secure, quick, and easy online payment method. Your financial details remain confidential, as they manage currency conversion for you, often at more favorable rates than credit cards, so you can see the precise cost of your order.

 

Invoices that are paid late incur a charge of 3% per month if the order is still needed. Due to limited storage space for our inventory, we secure alternative storage for unpaid orders. This late fee helps cover the costs of storing orders in a secure facility until payment is received.

 

For larger or custom orders: You will receive a quote within two business days, which will include estimated shipping costs and remain valid for seven days. Once you accept the quote, an invoice will be generated. Our payment policy for invoices is net 14 days, requiring cleared payment before shipment. If your order is ready before the invoice term ends, we will reach out to you using your preferred communication method.

 

Since large or custom orders require extended manufacturing time, payment terms are adjusted accordingly, and a deposit of 30% is necessary.

 

If we cannot meet your order's due date—due to issues with external suppliers, for instance—we will contact you promptly to discuss alternatives.

 

Should you find yourself unable to meet the payment due date for your invoice, please reach out to us immediately to explore your options. Be sure to review our cancellation policy below before making a commitment.

 

Refunds and Returns

We are committed to ensuring that all products received by our customers are thoroughly tested and ready for use. If you are an Australian resident and are not completely satisfied with your purchase for any reason, please reach out to us at thebuzz@serenesbeeswaxory.com so we can assist you in resolving any issues. Please note that returns are not available for international orders. However, we do offer a full refund (for the cost of goods) for products that do not meet our high manufacturing standards. To process a claim, we require photos of any damage or products that are not functioning as described within 24 hours of receiving your items, which should be sent to thebuzz@serenesbeeswaxory.com.

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Broken or Damaged Goods

We take great care to pack all our products securely. However, items may occasionally be damaged or lost during transit. If you receive any broken or damaged goods, please inform us within 24 hours of receiving your package. Be sure to include photographs of both the damaged items and the shipping box, and send them to: thebuzz@serenesbeeswaxory.com. We will reach out to you within one business day to offer either a full refund for the cost of the goods or a replacement. If your order has not arrived within the expected timeframe, it may be lost in transit. Please contact us if your order is delayed. While Australia Post provides a fast and efficient delivery service, items can sometimes go missing for various reasons.

 

Please note that refunds are not applicable for:

 

• Goods that have been worn or used

• Items damaged after delivery

• Any attempts to alter the product

• Items that have been dropped or broken

• Custom or personalized orders

All products must be returned in their original delivery condition and packaging. We cannot guarantee items if you opt for local pick-up or delivery using your own packaging.

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All postage and insurance costs are to be paid by the buyer. To return your product, please send to:

Serene’s Beeswax Chandlery
16 Willow St
Killarney Qld 4373
Australia

Disclaimer

We recommend that you return the product via Registered Post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit therefore advise you to take out shipment registration and insurance with your postal carrier. Serene’s Beeswax Chandlery will not be responsible for parcels lost or damaged in transit if you choose not to insure.Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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Cancellations

If for any reason you need to cancel your order please email us at: thebuzz@serenesbeeswaxory.com, within 24 hours of order being submitted, to receive a full refund. After this time, your order will be processed and you will be responsible for all cost incurred for the order. This includes custom and larger orders that require ordering of specific requirements and items from outside suppliers,(eg: jars, essential oils, specific moulds and wicks)