REFUNDS & RETURN POLICY

​Last updated: 1 September 2026

We want you to be happy with your purchase. This policy covers two situations: changing your mind (cooling-off), and items that arrive damaged, defective, or incorrect.

Cooling-Off Right (Change of Mind)

In line with Section 44 of the Electronic Communications and Transactions Act (ECTA), you have the right to cancel your order and return your candle(s) within 7 days of delivery, for any reason, without needing to give a reason.

To exercise this right:

• Email hello@incandesce.co.za within 7 days of delivery to notify us you're cancelling
• Return the item in its original packaging and in resalable condition
• You are responsible for the direct cost of returning the item to us

Because candles are a consumable product, an item that has been burned or used can no longer be resold, so it isn't eligible for a cooling-off return — this is separate from your rights regarding damaged or defective items below, which still apply regardless of use.

Damaged, Defective, or Incorrect Items

If your candle arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery at hello@incandesce.co.za with your order number and photos of the item (and packaging, if damaged in transit). In line with the Consumer Protection Act, you're entitled to a repair, replacement, or refund for defective or incorrect goods — this right applies even if the item has been used, and return shipping is covered by us in these cases.

How to Request a Return

1. Email hello@incandesce.co.za with your order number, reason for return, and photos if the item is damaged, defective, or incorrect
2. We'll confirm whether the item qualifies and provide return instructions
3. Return the item via Courier Guy Standard Delivery or your nearest PUDO locker
4. Once we receive and inspect the item, we'll process your refund or replacement

Refunds

Approved refunds are processed back to your original payment method within 5–7 business days of us receiving the returned item or approving the claim.

Exclusions

• Natural characteristics of handmade soy wax — such as frosting, surface texture, wet spots, or minor colour variation between pours — are not considered defects and are not eligible for refund or exchange
• Candles that have been burned or used are not eligible for a cooling-off (change of mind) return, as they can no longer be resold
• Gift cards/vouchers are non-refundable

Late or Missing Refunds

If you haven't received your refund yet:

• First, check your bank account again.
• Then contact your card issuer — it can take some time before a refund is officially posted.
• Next, contact your bank — there's often processing time before a refund appears.

If you've done all of this and still haven't received your refund, please contact us at hello@incandesce.co.za.

Cancellation

Before dispatch: You may cancel your order at any time before it has been dispatched, for a full refund. To cancel, email us at hello@incandesce.co.za with your order number as soon as possible. We'll confirm your cancellation and process a full refund to your original payment method.

After dispatch: Once your order has been dispatched, it can no longer be cancelled in transit. However, once delivered, you may still be entitled to return it under the cooling-off right described in our Refund & Returns Policy.

Contact

Questions about a return? Email us at hello@incandesce.co.za.