Refund policy

At iCandles SA, we want you to be happy with your purchase. To request a return or ask a question, please contact info@icandlessa.co.za.

This policy does not limit any rights you may have under South African consumer law, including the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

Online purchases: seven-day cooling-off period

Where ECTA’s cooling-off provisions apply, you may cancel your online purchase without giving a reason or paying a cancellation penalty within seven days after receiving your goods.

Please email info@icandlessa.co.za within this period, quoting your order number or providing other proof of purchase.

You will be responsible only for the direct cost of returning the goods when exercising this cooling-off right. We do not charge a restocking or administration fee for these returns.

Returning your goods

Please contact us before sending goods back so that we can provide the correct return address and shipping instructions. This process helps us handle your return efficiently and does not limit your statutory rights.

Please take reasonable care of the goods and package them securely. Where possible, include the original packaging and any accessories supplied.

For change-of-mind returns, please keep products unused and in their original condition. However, opening packaging to inspect a product does not automatically remove any return rights provided by law. Original packaging and an unused condition are not requirements for a valid defective-goods claim.

Damaged, defective or incorrect goods

Please inspect your order on delivery and notify us as soon as reasonably possible if an item is damaged, leaking, defective or incorrect. Include your order number, a description of the issue and photographs where available.

Prompt notification helps us resolve the issue, but does not shorten any applicable statutory claim period.

Where section 56 of the CPA applies, goods that fail to meet the required quality standards may be returned within six months of delivery, without penalty and at our risk and expense. You may choose a repair, replacement or refund, as provided by the CPA.

We may inspect the goods to establish the nature and cause of the problem. Damage caused by misuse, improper storage or use contrary to product instructions is not a manufacturing defect.

For incorrect goods or a valid damaged or defective-goods claim, we will arrange and cover the necessary return shipping.

Personalised products, sale items and gift cards

Goods made to your specifications or clearly personalised are excluded from ECTA’s seven-day cooling-off right where the statutory exception applies. This does not affect your rights if those goods are defective or incorrectly supplied.

Sale items carry the same applicable statutory consumer rights as full-price items.

Gift cards are not redeemable for cash except where required by law. Any applicable statutory cancellation or refund rights remain unaffected.

Fragrance oils and room and linen mists

Some fragrance products may require special handling during transport. Please contact us before returning these products so that we can advise on suitable packaging and courier arrangements.

Shipping restrictions do not remove your applicable statutory return or refund rights.

Exchanges

For a change-of-mind exchange, please contact us to arrange an eligible return and place a separate order for the replacement product.

If you received incorrect or defective goods, contact us so that we can arrange the appropriate remedy.

Refunds

We will notify you when we receive your return and communicate the outcome of any necessary inspection promptly.

We aim to process approved refunds within 10 business days, using your original payment method where possible, or another method agreed with you.

For a valid cancellation under ECTA’s seven-day cooling-off provisions, we will refund the full payment, including the original delivery charge, within 30 days of cancellation. Only the direct return cost is payable by you.

Our inspection and approval procedures will not extend any applicable statutory refund deadline.

Your bank or payment provider may take additional time to display the refund. If you have not received it within the timeframe communicated to you, please contact info@icandlessa.co.za.