Policies
Payments
Payment is made at "point of sale" and is in $AU. Our payment system is automated, calculating your order in your countries currency including shipping, for the simplest process. We accept PayPal and Stripe for International orders and PayPal, Stripe, Afterpay and Layby payments for Australian orders. Direct Deposit is provided for Australian orders only.
PayPal is a secure, fast and easy way to pay online. Your financial information is not communicated to us and they will handle the currency conversion for you (generally at better than credit card rates) so you will know the exact cost of your order. If you don’t have a PayPal account, sign up for one here.
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Late payments on invoices are charged @ 3% per month, if order is still required. As storage space for our own inventory is limited, alternative storage is acquired for orders awaiting payment. The late fee helps with the cost of storing orders in a secure facility until paid.
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​​For larger or custom orders: A quote will be provided within 2 business days, which will include estimated postage and will be valid for 7 days. Upon acceptance of the quote, an invoice will be issued. Our payment policy for invoices are; net 14 days, cleared payment before shipment. If your order is ready before the end of term, we will contact you via your preferred method of communication.
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Large or custom orders require longer manufacturing time therefore, payment terms are extended to accommodate production and a deposit of 30% is required.
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If for any reason we are not able to meet the due date of your order (this includes issues with outside suppliers), we will contact you immediately to discuss alternatives.
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If for any reason you are unable to meet the due date for payment of your invoice, please contact us immediately to discuss alternatives. Please read our cancelation policy below before committing.
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Refunds and Returns
We strive to ensure that all our products received by our customers are tested and ready. If you receive a product that is not performing as it should or if for any reason you are not completely satisfied with your purchase, please email us at: thebuzz@serenesbeeswaxory.com, so we can resolve any problems.
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Broken or Damaged Goods
With due care, all our products are packed securely by us. However, goods may be damaged in transit. Should anything be broken or damaged in delivery, please advise us within 48 hours of receiving your parcel and provide photographs both of the damaged goods and the box they were shipped in to: thebuzz@serenesbeeswaxory.com. We will contact you within 1 business day to give you the choice of a full refund(on cost of goods) or a replacement.
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A refund does not apply to: goods which have been worn or used, damaged after the delivery, any attempt has been made to alter the product, if the item/s have been dropped or broken, or on custom or personalised orders.
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All products must be returned in their delivery condition and include original delivery packaging. We can not guarantee items, if you choose to use local pick-up/delivery using your own packaging.
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All postage and insurance costs are to be paid by the buyer. To return your product, please send to:
Serene’s Beeswax Chandlery
16 Willow St
Killarney Qld 4373
Australia
Disclaimer
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 to take out shipment registration and insurance with your postal carrier. Serene’s Beeswax Chandlery 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.
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Cancellations
If for any reason you need to cancel your order please email us at: thebuzz@serenesbeeswaxory.com, within 24 hours of order being submitted, to receive a full refund. After this time, your order will be processed and you will be responsible for all cost incurred for the order. This includes custom and larger orders that require ordering of specific requirements and items from outside suppliers,(eg: jars, essential oils, specific moulds and wicks)
Privacy
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet, login, e-mail address, password, computer and connection information and purchase history.
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We may use software tools, provided by (Facebook and Instagram) and installed applications, to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
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When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
We collect such Non-personal and Personal Information for the following purposes:
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To provide and operate the Services.
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To provide our Users with ongoing customer assistance and technical support.
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To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages.
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To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services.
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To comply with any applicable laws and regulations.
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Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
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All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
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We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. If you don’t want us to process your data anymore, please contact us at thebuzz@serenesbeeswaxory.com or send us mail to: Serene's Beeswax Chandlery, 16 Willow St Killarney Qld 4373 Australia.
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We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
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If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at thebuzz@serenesbeeswaxory.com or send us mail to: Serene's Beeswax Chandlery, 16 Willow St Killarney Qld 4373 Australia.