Return and Refund Policy

TempoPerMe — www.tempoperme.net

Effective date: 21 September 2026

Our promise

We want you to be happy with what you receive. Every order is handmade and packed by hand, and we check each item before it goes out. If something arrives broken, faulty or not what you ordered, we will make it right.

This policy sits alongside your rights under the Australian Consumer Law. It does not replace or limit them.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem — for example it is unsafe, significantly different from its description, or unfit for its normal purpose and can't easily be fixed — you can choose between a refund, a replacement, or keeping the item and asking for compensation for the drop in value.

If the problem is minor, we will repair, replace or refund the item within a reasonable time.

You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the fault.

When we accept a return

We accept returns and issue a refund, replacement or store credit where:

the product arrived broken or damaged in transit;
the product is faulty (for example, a candle wick that will not light, a cracked vessel, a container that leaks);
you received the wrong item or an item was missing from your order; or
the product is significantly different from its description or photograph on the Site.

Time limit: please contact us within 14 days of receiving your order, and as soon as reasonably possible after you notice the problem. For transit damage, contacting us within 48 hours of delivery helps us make a claim with the carrier.

Change of mind

Because our products are handmade cosmetics and personal care items, we are not able to accept returns for change of mind — including if you decide you don't like the scent, colour or fragrance strength. Once a soap, balm, body product or candle has left us, we cannot resell it for hygiene and safety reasons.

This does not affect your rights above where a product is faulty, damaged, incorrect or not as described.

If a product is unopened, unused and still sealed in its original packaging, you can return it within 14 days of delivery for store credit. Return postage is paid by you.

What we cannot accept

We are unable to offer a refund or replacement where:

the item has been used, opened or partially used, other than where a fault is involved;
the item was damaged by misuse, or by not following the care and safety directions supplied;
a candle has been burned and the issue relates to burn time, scent throw or tunnelling caused by not following the first-burn instructions;
you have an individual sensitivity or allergy to an ingredient that was clearly listed on the product page or packaging;
the product has softened, sweated or changed slightly in appearance due to heat in transit, which is a normal property of natural waxes, butters and oils;
the item was bought as a final sale, clearance or made-to-order custom item (unless it is faulty); or
you contact us outside the time frames above without a reasonable explanation.

How to request a return

Email us at TempoPerMe@outlook.com within the time frame above.
Include: your order number, the name of the product, what the problem is, and clear photographs of the item and its packaging. Photos usually mean you don't need to post anything back.
We will reply within 2 business days with a decision and, if a return is needed, the return address and instructions.
Post the item back, if we ask you to, in its original packaging where possible, with your order number enclosed. Please use a tracked service and keep the receipt.
We inspect and process the return within 5 business days of receiving it.

Please do not send anything back before contacting us — returns sent without prior arrangement may not be processed.

Return postage

Where the product is faulty, damaged, incorrect or not as described, we pay the return postage, or reimburse you for reasonable tracked postage costs on production of a receipt.
For unopened change-of-mind returns, you pay the return postage, and the store credit covers the item price only, not the original delivery charge.

Items remain your responsibility until they reach us, which is why we recommend a tracked service.

Refunds

Approved refunds are issued to the original payment method. We process refunds within 5 business days of approving your request or receiving the returned item, whichever is later. Your bank or card provider may take a further 3–10 business days to show the funds.

Where the fault is ours, the refund includes the original delivery charge you paid.

If you would prefer a replacement or store credit instead of a refund, let us know and we will arrange it.

It is your responsibility to check your account or statement to confirm the refund has arrived. If it hasn't appeared after 10 business days, contact us and we will follow it up.

Damaged in transit

If your parcel arrives visibly damaged, please photograph it before opening where you can, and send us the photos along with photos of the contents. We will replace the affected items or refund you, and handle the carrier claim ourselves.

Gifts

If an item was sent to you as a gift and is faulty or damaged, contact us with the order number or the purchaser's name and we will arrange a replacement or store credit in your name.

Cancelling an order

You can cancel an order at any time before it is dispatched by emailing us. Once an order has been dispatched, this policy applies instead. Custom and made-to-order items cannot be cancelled once production has started.

Questions

TempoPerMe — Carmela Triulcio ABN 47 923 383 755 Email: TempoPerMe@outlook.com Phone: +61 407 863 878 Address: 14 Marks Street, Coburg VIC 3058, Australia

If we can't resolve a complaint to your satisfaction, you can contact Consumer Affairs Victoria or the Australian Competition and Consumer Commission (ACCC).