TERMS and CONDITIONS
Chandler & Me aims to provide a safe and transparent shopping environment for all users. These Terms and Conditions form the agreement under which we will supply products to you. Please read carefully, we reserve the right to alter or update these Terms & Conditions at any time without prior notice and recommend that you check this page for updates each time you order. If you have any questions, please contact us using the contact link at the top of our website or via email at the address on our contact us page.
When reading our Terms and Conditions ‘you’ means any party that provides personal information to us and ‘we’ or ‘us’ or “our” means Votive Limited aka Chandler & Me and our successors or assignees.
You accept our Terms and Conditions by making a purchase from us. Your purchase indicates that you have read, accepted, and will comply with these Terms. If you do not agree, you should not purchase from us.
REGISTERING for an ACCOUNT (optional)
You may register for an account on our website (Site). Registering for an Account allows you to easily order products and keep track of delivery details. An Account does not afford you any credit terms. You are liable for all activity on your Account, including purchases made using your account details.
PRODUCTS and ORDERING
(a) You may order products from our Site as/when available. We may at our discretion accept or reject an order depending on factors including availability of products and min/max quantity restrictions, and our ability to validate your payment for the products.
(b) It is your responsibility to check the order details, including variable product selections, and pricing, before you complete your order on the Site.
(c) We will email you with order details, an order number, the shipping and billing addresses and a description of what was ordered along with confirmation your payment has been accepted.
(d) A binding sales agreement comes into existence between you and us once we have confirmed your order. No changes to these Terms and Conditions will be effective unless we both agree to the changes in writing.
PRICING and PAYMENTS
(a) You agree to pay the purchase price specified on the Site at the time that you place your order for the purchase of a product, plus any applicable delivery and insurance charges based on the delivery options selected.
All amounts are stated in the currency of the Site you are shopping on, it is your responsibility to check that you are in the correct Site for your country by checking the top left corner of the Site. All purchase prices include sales tax (where applicable) within the Site country. Orders shipped outside of the Site country may incur additional taxes, these taxes are the responsibility of you to pay. Any delivery and insurance charges will be separately shown.
(b) You must pay for the product or products by one of the methods set out on the Site. Your payment will be processed upon receipt of your order. You must not pay, or attempt to pay, for an order through any fraudulent or unlawful means. If your payment is not able to be successfully processed, then your order may be cancelled. Our Terms and Conditions supplement and incorporate the legal terms of our payment service providers, including but not limited to STRIPE, AFTERPAY, PAYPAL.
(c) As you are making a purchase from a New Zealand based (international) company, some local USA banks may charge you an international processing fee when using their credit or debit cards. You may notice this fee when checking your statement. This fee is out of our control, we do not impose the fee, we don’t receive the fee and we are not liable to reimburse this fee. It is your responsibility to check whether your bank charges you a fee for international purchases.
(d) We reserve the right to reduce or offer special pricing through exclusive offers, periodical promotional marketing campaigns, special offers for inventory that are categorized as clearance, end of line or damaged goods, free shipping, or any other discount promotion. Customers purchasing goods outside of any above stated promotions will not be subject to refund, price variance compensation or refund.
(e) In a situation where an obvious administration, pricing, or system error has occurred on our Site we are under no obligation to honor any pricing error and will contact you with options to amend the error.
(f) Payment disputes: By using our services, you agree to address any payment disputes or discrepancies with us directly. You agree not to initiate, under any circumstances, chargebacks or disputes with credit card issuers, and you acknowledge that any such action will be considered a breach of this agreement. In the event that you do initiate a chargeback or dispute with a credit card issuer, you agree to indemnify us for any expenses or damages we may suffer as a result of such action. This indemnification includes but is not limited to any fees, fines, or penalties imposed by credit card issuers, as well as any costs incurred in responding to the chargeback or dispute. We reserve the right to terminate your account and access to our services in the event that you breach this agreement by initiating a chargeback or dispute with a credit card issuer. By using our services, you acknowledge that this provision is reasonable and necessary for us to protect our business and the integrity of our payment processing systems.
AVAILABILITY and CANCELLATION
(a) All purchases are subject to availability. We do our best to keep the Site up to date with availability of products however from time to time our availability on the Site exceeds what is in store. A full refund, or credit, or backorder, is offered in such situations.
(b) If there is a considerable delay in dispatching your order or if for any reason we cannot supply a product you have ordered, we will contact you using the contact details provided by you when you placed the order. You can choose a refund, store credit or to put your order on backorder. If you choose a refund or store credit, any delivery costs you have paid for the product will be refunded to you. If you choose to put your order on backorder, we will contact you to arrange for supply/delivery once the product is available.
(a) Our products are delivered only within the Site country/s you are shopping in and subsequent to the service capabilities of our delivery partners. Please check the Site to ensure you are shopping within your delivery country. Please provide a physical address, we do not deliver to Post Office Boxes.
(b) Re-delivery: If we, or our third-party delivery service provider cannot deliver your products because of an incorrect delivery address, you provide a PO Box address, access to the address is restricted, no one in attendance or for another reason, you may be required to collect it from a local depot or pay for a re-delivery. If you do not want to pay for a re-delivery and cannot collect the items from the depot, the order will be returned to our warehouse and you will be refunded (less the shipping costs).
(c) Timing: We will normally dispatch the product within two-three (2-3) business days from the receipt of your order, unless otherwise noted on the Site. Any delivery periods displayed on the Site are estimates only, based on the information provided by the delivery company. We will deliver the product to the place of delivery you specify when making your order.
(d) Change: If you need to change a delivery date or the delivery address PRIOR TO DISPATCH, please contact us as soon as possible to see if this is possible. AFTER DISPATCH you must contact the delivery company directly via the details provided in your tracking link. It is recommended that you take advantage of the free customer applications (apps) and online accounts made available by our delivery partners to enable you to track and manage your deliveries.
(e) If you are not available to take delivery on the agreed delivery date, you may be charged a delivery fee for each additional attempt for delivery, as per clause 5(b) above.
(f) Method: We may deliver the products via a range of delivery methods including contactless, signature required, no signature required. If neither you nor your authorized representative is at the delivery address to accept delivery for a signature required delivery you will be notified, generally by the delivery company leaving a card with contact details, so that you can arrange another delivery time and date.
(g) Title and Risk: Title in the products will not pass to you until the later of delivery, or your payment has been processed or otherwise received by us. Risk of loss, damage or deterioration to any products will pass to you once the product is delivered to the address you provide. A delivery is interpreted as an attempted delivery by our chosen courier company and/or confirmation of delivery by the courier company tracking system. We do not accept liability or delay in the event there is no-one to receive the delivery at the delivery address.
We do not accept liability for lost or stolen parcels after a delivery has occurred. This is regarded as theft and becomes a police matter.
(h) Lost in transit: If a delivery is lost or delayed in transit your immediate course of action is to contact the courier company directly using the details provided to you by us (your tracking details). If there is no resolution in the first instance you may contact us and we will raise in investigation. If the courier company is unable to recover the lost item we will make a claim on the courier company for the loss. Once this is approved we will proceed to reimburse you with a refund or replacement item, at our discretion.
(i) Delivery company change of terms of service, disclaimer: From time to time our delivery partners may change their terms or service capability in relation to your address, region, or any other matter. These changes are outside of our control and we do not accept liability for any such changes or the impact they may have.
RETURNS POLICY AND RESTOCKING FEE
(a) If an item is obviously faulty, or we sent you the wrong item, we will repair or replace it ASAP at no cost to you and. We will arrange for the collection and return shipping of said item/s.
(b) 30 Day Money Back Guarantee – The Candle Maker appliance
- Once your unit is delivered, take a good look at, you can even go ahead and make a candle! If you can’t manage to make a lovely candle in our ingenious and insanely simple device, simply return it to us within 30 days for a full refund.
- How do I start a 30-Day Money-Back Guarantee return?
If your order arrived damaged and you want to return it, or if you have changed your mind and want to return your order, please contact us via email. Make sure you let us know your order number.
- When does the 30-Day period start from?
The 30-Day period starts from the day that you receive your order. (Not when you made the purchase.)
- Can I claim the guarantee after 30 days?
No, you cannot claim the 30-Day Money-Back Guarantee after the 30th day.
- Who pays for the return shipping?
We do! There are no additional fees associated with the 30-Day Money-Back Guarantee.
- Can I use The Candle Maker during the guarantee period?
Yes, go ahead and make a candle using your own ingredients (so long as the ingredients are covered in our approved use list for the model you choose) or make a candle with our ingredients packs (for even better results). Just don’t use it to make dozens of candles and then send it back…that would not be cool, and karma would come for you;)
- Do I need to return everything in brand new condition?
No, but everything should be clean and in the original packaging.
- How will my money be returned?
We’ll refund your money to the original payment method. So if you originally paid via credit card, your refund will go back to that same credit card.
- When will I receive my refund?
Once we receive the returned item, we’ll check to ensure everything has been returned in full and there isn’t any damage to the items (accidental or intentional). After this is confirmed, we will process the refund.
- Refunds are typically processed within 10 business days from when your order has been delivered to our warehouse.
- How should I ship my return?
We will email you with more detailed instructions when you claim the 30-Day Money-Back Guarantee. As a general rule, ship the items back in the original packaging.
- Can I claim the 30-Day Money-Back Guarantee on other products?
No, the 30-Day Money-Back Guarantee applies to The Candle Maker appliance only. If you bought a bunch of ingredients as well, or in the future, you’ll need to keep those and use them in the traditional method. We don’t accept returns on ingredients.
(c) For products not covered under our 30-day guarantee; Should you change your mind after receiving your order we may, at our discretion, accept an unopened and unused product back for a partial refund. You are required to pay the return shipping and if after inspection we deem the product suitable for resale we will refund your purchase price less a 20% restocking fee.
(d) We do not accept returns on fragrance or wax under any circumstances.
REFUNDS and PROCESSING
(a) All refunds are processed back to the credit card or method that you used to pay. We do not offer direct to bank refunds.
(b) You may opt for a store credit instead of a refund.
(c) Some banks charge a fee for receiving refunds from international merchants. You may notice this fee when checking your refund. This is out of our control and we are not liable to reimburse this fee.
(d) We will send you an email confirming your refund. We process all refunds within 7 days of approval.
CANCELLATION OF ORDERS
(a) Order cancellation requests must be put in writing via email within 24 hours of placing an order.
(b) If the order has NOT BEEN DISPATCHED we will attempt to immediately cancel it with no penalty.
(c) If the order HAS BEEN DISPATCHED and not yet delivered we will attempt to recall the parcel and will offer a refund once the parcel is received back in good order. You will be liable for the shipping costs incurred by us and this will be deducted from your refund.
(e) If the parcel has already been delivered to you then you should refer to your options under our returns policy above.
(a) The Candle Maker by Chandler & Me carries a 12-month intended use warranty against manufacturing defects. Should the unit malfunction please contact us or your distributor immediately. Please pay close attention the warranty and care details provided on our product pages (click the Warranty Tab) so that you understand the limitations of our product warranty.
(b) If The Candle Maker is used for any purpose or in any way other than that expressly intended or authorized by Chandler & Me your warranty will be voided.
(c) The product warranty only applies within the country the unit is purchased. If you purchase a unit from abroad and have it shipped via third party to any other country, your warranty will not apply.
NON-LIABILITY FOR USE OF END PRODUCTS
(a) Chandler & Me sells kits, packs, equipment and ingredients used in the making of scented candles and associated crafts. It is the responsibility of the purchaser once they take possession of all goods to ensure their products are suitable for safe and proper use, and that they adhere to common safety precautions for each product.
(b) In the case of products being made for gifting or sale using ingredients purchased from Chandler & Me we shall not be liable for any damages, returns or claims resulting from the use of finished products.
(c) Should any dispute arise over the performance of products and/or ingredients once made into finished product, independent testing may be conducted to determine the cause and the customer shall be liable for the cost of such testing should the fault be proven to be due to poor craftsmanship or any other contributing factor outside of our control.
(d) In purchasing our products you indemnify us for any loss or damage caused by the use or misuse of these products before, during, and after the finished products are consumed.
(a) All copyrights, trademarks, pictures and other intellectual property rights in the design, layout, wording, and concepts of this website are reserved for Votive Limited trading as Chandler & Me. Any copying of the design, layout, wording, pictures, concepts or other unauthorized use will infringe our rights.
(b) You may not represent our products without written permission.
(c) You may not resell our products without written permission.
LIMITATION OF LIABILITY and DISCLAIMER
(a) This site is provided by Votive Limited trading as Chandler & Me on an “as is” and “as available” basis.
(b) We cannot accept liability for any indirect loss, loss of enjoyment, loss of profit, loss of business, loss of goodwill or any other loss what-so-ever in connection with the operation of this website.
(c)This website may from time to time contain links to other websites on the Internet. We are not responsible for the availability or content of those websites. You expressly agree that your use of this site is at your sole risk, to the full extent permissible by applicable law.
(d) While every practical step is taken, Votive Ltd does not warrant that this site, its servers, or e-mail client servers are free of viruses or other harmful components. We will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.
(d) These terms and conditions constitute the entire agreement and understanding of the parties and supersede any previous agreement between the parties. They shall be governed by the law of the land within which we transact and the parties hereby agree to submit themselves to the exclusive jurisdiction of the courts. Votive Ltd accepts no responsibility and will not be liable for any damages, loss of income, loss of business arising from the use of this site or its products, including, but not limited to direct, indirect, punitive, incidental and consequential damages.