Terms & Conditions
Last updated: September 2026
Welcome to Willowvale Road.
These Terms & Conditions apply to your use of the Willowvale Road website and to purchases made through our website or directly with Willowvale Road.
By accessing our website, placing an order or purchasing from us, you agree to these Terms & Conditions.
Throughout these terms, “Willowvale Road”, “we”, “us” and “our” refer to Willowvale Road.
1. Our products
Willowvale Road creates candles, fragrance products, bespoke pieces and other considered items for the home, celebrations and special occasions.
As many of our products are handmade or produced in small batches, slight variations may occur between pieces. Variations in colour, finish, fragrance, wax appearance, placement or other handmade characteristics are not necessarily considered faults.
We make every effort to display and describe our products accurately. However, colours and appearance may vary slightly depending on your screen, device or lighting.
2. Orders
By placing an order with Willowvale Road, you confirm that the information you provide is accurate and complete.
An order is considered accepted once payment has been successfully processed and we have confirmed your order.
We reserve the right to decline or cancel an order where reasonably necessary, including where:
an item is unavailable;
incorrect pricing or product information has been displayed;
we reasonably suspect fraudulent activity; or
we are unable to fulfil a bespoke or personalised request.
If we cancel an order after payment has been received, the amount paid for the cancelled item or order will be refunded.
3. Pricing and payment
All prices displayed on our website are in Australian dollars (AUD) unless otherwise stated.
Prices may change from time to time. The price applicable to your purchase will be the price displayed or agreed at the time your order is placed.
Shipping or delivery charges, where applicable, will be shown separately before payment or communicated as part of your quote.
Payment must be received in full unless alternative payment arrangements have been agreed by Willowvale Road in writing.
4. Bespoke, personalised and event orders
We love creating pieces that feel distinctly personal.
Bespoke, personalised, wedding, event, corporate and large-volume orders may be subject to separate quotations, minimum quantities, deposits, production timelines and payment terms.
Once you approve personalised details, including names, dates, wording, fragrances, colours, labels, artwork or quantities, you are responsible for checking that the information provided is correct.
Because personalised products are created specifically for you, we do not generally offer change-of-mind returns or cancellations once production has commenced.
This does not affect any rights you may have under the Australian Consumer Law where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Changes requested after approval or once production has commenced may incur an additional fee and may affect the agreed completion or delivery date.
5. Production times
Many Willowvale Road pieces are made or prepared to order.
Any production, dispatch or completion timeframe provided is an estimate unless we expressly agree to a guaranteed date in writing.
We will make reasonable efforts to meet agreed timelines, particularly for weddings and events, but circumstances outside our reasonable control may occasionally cause delays.
If your order is required for a particular event or date, please tell us when ordering.
6. Shipping and delivery
Shipping and delivery timeframes are estimates and may vary depending on your location, order size and delivery provider.
Once an order has been dispatched, delays caused by postal or courier services may be outside our control.
Please ensure the delivery information provided when ordering is correct. Willowvale Road is not responsible for additional costs or delays resulting from incorrect delivery details supplied by the customer.
If an order is returned to us because an incorrect address was supplied or delivery could not be completed, additional postage or delivery charges may apply before the order is resent.
Nothing in this section limits your rights under the Australian Consumer Law.
7. Damaged or incorrect orders
We take care when preparing and packaging every Willowvale Road order.
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as reasonably possible with your order details and, where appropriate, photographs showing the issue.
We will assess the matter and provide an appropriate remedy in accordance with the Australian Consumer Law.
Please retain damaged items and their packaging until we have advised you whether they need to be returned.
8. Returns and change of mind
We are not required to provide a refund or exchange simply because you change your mind.
If Willowvale Road chooses to offer a change-of-mind return or exchange in a particular circumstance, we may require the product to be unused, in its original condition and returned within the timeframe we specify.
Personalised, bespoke and made-to-order products are generally not eligible for change-of-mind returns.
These conditions do not limit your rights in relation to faulty, damaged or incorrectly supplied products under the Australian Consumer Law.
9. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.
If there is an inconsistency between these Terms & Conditions and a right you have under the Australian Consumer Law, your statutory rights will apply.
10. Candle care and product safety
Candles involve an open flame and must be used with care.
Customers are responsible for following the safety instructions provided with their candle, on the product packaging and on our Candle Care page.
This includes, where applicable:
never leaving a burning candle unattended;
keeping candles away from children, pets, draughts and flammable materials;
placing candles on a stable, heat-resistant surface;
trimming the wick before burning;
avoiding moving a candle while the wax is liquid or the vessel is hot;
observing recommended maximum burn times; and
discontinuing use when approximately 10 mm of wax remains.
Willowvale Road is not responsible for loss or damage caused by use of a product contrary to supplied safety instructions, except to the extent that liability cannot lawfully be excluded.
11. Fragrance
Fragrance perception is subjective and may vary between individuals and environments.
The strength and character of a fragrance can also be influenced by factors such as room size, ventilation, temperature, burn time and surrounding scents.
Descriptions of fragrance notes on our website are intended to help communicate the character of a scent and are not a guarantee that every person will perceive the fragrance in the same way.
If you have known sensitivities or allergies, please consider product ingredients and suitability before use and discontinue use if irritation occurs.
12. Gift cards and promotional offers
Where Willowvale Road offers gift cards, discount codes or promotional offers, additional conditions may apply.
Promotional codes:
must be used within any stated validity period;
cannot generally be exchanged for cash;
may not be used in conjunction with another offer unless stated otherwise; and
may exclude particular products, bespoke orders or services.
We reserve the right to withdraw or amend promotions where reasonably necessary.
13. Website content
We take reasonable care to ensure information on our website is accurate and current. However, errors may occasionally occur.
We may update product descriptions, pricing, photographs, availability or other website content without notice.
Nothing on our website should be interpreted as professional, medical or safety advice beyond the specific product-use and safety instructions we provide.
14. Intellectual property
Unless otherwise stated, all content appearing on the Willowvale Road website — including our branding, photographs, written copy, product names, graphics, designs and other creative material — belongs to Willowvale Road or is used with permission.
You may not reproduce, distribute, modify, commercially use or represent our content as your own without prior written permission.
15. Third-party services
Our website may use or link to third-party services, including payment processors, delivery providers or external websites.
Those providers may operate under their own terms and privacy policies. Willowvale Road is not responsible for the content or operation of third-party websites or services except where required by law.
16. Limitation of liability
To the maximum extent permitted by law, Willowvale Road will not be liable for indirect or consequential loss arising from the use of our website or products.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including rights and remedies available under the Australian Consumer Law.
17. Privacy
Personal information provided to Willowvale Road will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.
Information may be provided to service providers where reasonably necessary to process payments, fulfil orders, arrange delivery or operate our website.
18. Changes to these terms
We may update these Terms & Conditions from time to time.
The version published on our website at the time of your purchase will generally apply to that transaction.
19. Governing law
These Terms & Conditions are governed by the laws applicable in New South Wales, Australia.
Any dispute relating to these terms will be subject to the jurisdiction of the courts and tribunals of New South Wales and any applicable Commonwealth laws.
20. Contact us
For questions about an order, our products or these Terms & Conditions, please contact:
Willowvale Road
Email: admin.willowvaleroad@gmail.com