If something's wrong, we'll make it right.

Our candles come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page takes away from or limits your statutory rights. Everything below is how we go further — not a replacement for those rights.

If your order arrives with a cracked vessel, a broken wick, an unlit candle that won’t stay lit, or any other defect — we’ll replace the candle or refund the order, whichever you prefer. No return shipping, no photos of receipts, no runaround.

1. Email infosusaaustralia@gmail.com within 14 days of receiving your parcel.
2. Attach a photo of the damage or describe the fault. Include your order number if you have it handy.
3. We reply the same or next business day with next steps. In most cases we ship a replacement straight away — you don’t need to return the damaged one.

We accept change-of-mind returns on candles that are unopened, unburned, and in their original gift-box packaging. For hygiene and safety reasons we can’t accept returns on candles that have been lit, unwrapped, or removed from their box.

• Email us within 14 days of delivery to request a change-of-mind return.
• Return shipping is buyer-paid. We’ll email a return address and suggest a tracked shipping option so your return is covered in transit.
• Once the candle arrives back in original condition, we refund the product price to your original payment method. Original outbound shipping isn’t refunded.

We recommend checking the{" "} Scent Guide or emailing us before ordering if you’re choosing a scent for someone else — it usually saves everyone the shipping round-trip.

Every parcel is tracked. If your tracking hasn’t updated in more than 5 business days, or the carrier has marked it delivered but you don’t have the parcel in hand, email us.

We’ll open a case with the carrier on your behalf. If the parcel is confirmed lost, we ship a replacement immediately. You don’t wait for the investigation to resolve.

Refunds are processed through Stripe, back to the original card or Afterpay plan used at checkout. Once we issue the refund:

• Card refunds land in 3–5 business days, depending on your bank.
• Afterpay refunds reverse any remaining instalments and refund the rest to your card within 3–5 business days.
• Studio pickup refunds follow the same timing — we just skip the return shipping step.

If a refund hasn’t landed within a week, email us and we’ll check the Stripe side on your behalf.

If you received a Susa Australia candle as a gift and something isn’t right, email us directly — you don’t need to go back to the gift-giver. We’ll arrange a replacement without telling them.

If you’d like to exchange a gift for a different scent and the candle is unopened in its original packaging, change-of-mind terms above apply (minus the refund — we’ll issue a store credit for the full product value instead).

Wholesale customers — please see your stockist agreement for the specific return terms that apply to you. In general, we accept wholesale returns on unopened inventory for 30 days from dispatch, with buyer-paid return shipping. For damaged or faulty stock, same rules as retail.

Questions? Email infosusaaustralia@gmail.com with “Wholesale” in the subject line.

Email: infosusaaustralia@gmail.com
Studio: 117 Manns Road, Darawank NSW 2428
Reply time: usually same day, never more than 2 business days.

We read and reply to every message personally. There’s no support team — just Suzy and a keyboard.