Queen B's Returns & Refunds Policy
Broken or Damaged Goods
All parcels are packed at Queen B with the utmost care (given the work of the bees that have gone into making the beeswax and then the hard work that has gone into hand crafting an extraordinary beeswax candle). On occasion, however, goods may be damaged in transit. Should anything be broken or damaged in delivery, please advise us within 72 hours of receiving the parcel and provide photographs both of the damaged goods and the box they were shipped in to [email protected]. We will contact you within 1 business day to give you the choice of a full refund or a replacement.
If for any reason you are not completely satisfied with your purchase we will give you a 7 day money-back guarantee from the time you receive the goods. Please email us at [email protected] within that time if you are not satisfied with your purchase so that we can resolve any problems.
This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer (unless we agree otherwise in advance). To return your product, you should mail your product to our factory hive:
Unit 6, 84 Old Pittwater Road,
BROOKVALE NSW 2100
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 take out shipment registration of insurance with your postal carrier. Queen B 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.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Late or missing refunds (if applicable)
If we have advised you that a refund has been processed and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
We have survived, and thrived, as a business for well over a decade because we care about our customers If you ever have a problem with your candle, regardless of how long has passed since your purchase, we’d like to know about it. Our experience is that 99% of these issues are easily and simply resolved (and typically have to do with the candle being a wonderful ioniser which means the wick can, on occasion, get clogged with dirt)!
Please don’t ever sit by and be disappointed with your Queen B candle… there is way too much love that has gone in to hand making it for us to ever sit by and not care.