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• We want to provide you with the best experience possible, so we take customer satisfaction very seriously!

Because crafting from raw ingredients is a complex procedure with many extenuating factors, no two products are identical and may vary slightly from the photos. Also when purchasing a candle or soy wax melt, please understand that your product will perform differently in your surrounding environment. Temperature will change the way the candle cools and re-forms.

MALT & FIG will always try to represent our products true to their form, however, pictures of products on the website cannot reflect the exact colour of the goods due to each piece being individual and hand made.

Raw ingredients, including botanicals, clays, compounds, fragrances, essential oils and wax, will vary slightly in nature, quality and colour from shipment to shipment.

In the case of a “change of mind” claim(s), due to hygiene and quality control purposes, we simply cannot take back items.

This ensures we only sell quality products that have not been tampered with, diluted or exposed.

• If you have a genuine reason for requiring a "change of mind" return, please contact us at returns@maltandfig.com and we will assess and discuss your options.
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• Please note: Shipping costs will not be refunded under any circumstances.

We make every effort to ensure that your order arrives in perfect condition. It is normal for the shipping carton to show some wear from it’s journey to you. However if damage has occurred to the product(s) inside, please contact us at returns@maltandfig.com within 7 days of receipt or delivery of goods and we will be more than happy to resolve any issues.

You MUST send us a photograph of the damage. No claim will be processed without this.

IF we decide to accept your damaged item(s) claim we will issue you a returns number and organise the courier. If you choose to use your own courier we will not accept responsibility for any charges or further possible damages incurred and your refund may not be credited back to you if we incur any costs as a result.

All claims must be lodged within 7 business days of Invoice of goods.

In the case of a lost order, please allow 7 business days for it to arrive, and then lodge your claim within 3 days thereafter.

MALT & FIG, upon receipt and assessment of damaged item(s) will re-ship your replacement within 3 business days*. We will send you the tracking details which will advise you when to expect your new item(s).

*Please be aware that the 3 business day period is subject to change in accordance with notifications posted on our Blog/Newsletter. There are occasions when we may be closed for business, however you will be advised of any upcoming closures.

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• You may cancel your order, PROVIDED we have not yet dispatched it.
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• If you ordered via AfterPay, Afterpay will determine how to apply the refund to your order and adjust the payment schedule accordingly to reflect the refund issued. This is AfterPays' Terms and Conditions and cannot be changed.
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  Please contact us as soon as possible and we will do our best to accommodate your request.
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• Contact us at returns@maltandfig.com

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  • Simply send an email to returns@maltandfig.com and we will action within 3 business days. You will receive an email advising that we are processing your claim.
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  • Please note if you do not send all required information, then this may cause delays.
  • We ask that your email state the following items:
  • • Reason for claim
    • Your contact details
    • Order number/date
    • Delivery method/date
    • Product item(s) and description, including quantity of item(s)
    • Photos showing any defective items AND the package, as it looked when it arrived