Refund and Returns Policy

At Hand Poured Crafted Candles, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Cooling-Off Period for Online Purchases

Under Section 16 of the Consumer Protection Act, you have the right to cancel your online order within 5 business days of receiving the goods, without giving a reason and without penalty.

How to Exercise Your Cooling-Off Rights:

1. Notify us in writing at info@handpoured.co.za within 5 business days of delivery
2. Return the goods within 10 business days in their original, unused condition
3. We will refund you within 30 days, less reasonable return shipping costs

Standard Return Window (After Cooling-Off Period)

Beyond the 5-day cooling-off period, you have 15 days from the date of delivery to return an item for a refund or exchange if you're not satisfied.

Returns requested after 15 days cannot be accepted unless the goods are defective or don't comply with the Consumer Protection Act.

Eligibility for Returns

Special Rules for Custom/Personalized Candles:

Custom candles with personalized text, images, or special designs are made specifically to your order and cannot be returned if you simply change your mind.

However, you may still return custom items if:

• The customization was incorrect due to our error
• The candle arrived damaged or defective
• The product doesn't match the specifications you provided

Sale and Clearance Items:

Items marked as "Sale," "Clearance," or "Final Sale" cannot be returned if you simply change your mind.

However, you retain all your CPA rights if the item is:

• Defective or faulty
• Not as described
• Unsafe or doesn't comply with quality standards

Defective sale items will be refunded or replaced at no cost to you, in accordance with the Consumer Protection Act.

How to Initiate a Return

Refund Process

Inspection

Once we receive your return, we'll inspect the item within 2-3 business days and send you an email notification of receipt.

Approval & Processing

If your return is approved:

• Refund Method: Original payment method (credit card, EFT, PayPal, etc.)
• Processing Time: Within 30 days as required by the Consumer Protection Act (typically 5-10 business days)
• Deductions: Reasonable return shipping costs may be deducted if you're returning due to change of mind (not if the item is defective)

If Not Approved

If your return doesn't meet our eligibility criteria, we'll notify you via email and explain why. You may choose to have the item shipped back to you at your expense.

Refund Delays

If you haven't received your refund within 30 days:

1. Check your bank account or credit card statement
2. Contact your payment provider (processing times vary by institution)
3. Contact us at info@handpoured.co.za

Exchanges

We offer exchanges for:

• Defective or damaged items - free exchange with free return shipping
• Different scent or size - subject to availability and stock

How to Exchange:

Email info@handpoured.co.za with your order number, the item you'd like to exchange, and what you'd like instead. We'll send you the replacement once your return is received and approved.

Damaged or Defective Items

If your candle arrives damaged or is defective:

1. Contact us immediately (within 3 days of discovery is recommended)
2. Provide photos showing the damage or defect
3. We'll arrange a replacement or full refund at no cost to you, including return shipping

Common Defects We Cover:

• Cracked, chipped, or broken containers
• Wicks that won't light, stay lit, or are positioned incorrectly
• Tunneling or poor burning caused by manufacturing issues
• Significantly shorter burn time than advertised
• Missing components (lids, labels, wicks)
• Candles that don't match the scent description

Gifts

If You Received a Gift:

• Contact us with the gift receipt or order number
• We'll issue store credit for the item's value
• Store credit can be used on any future purchase and doesn't expire

If the Giver Wants a Refund:

The original purchaser must contact us directly to request a refund. Refunds for gifts are processed to the original payment method.

Return Shipping Costs

As permitted under Section 20(6) of the Consumer Protection Act:

You Pay Return Shipping When:

• You changed your mind about the scent, size, or product
• You ordered the wrong item
• You're exercising your cooling-off period rights
• The candle doesn't match your décor or preferences

We Pay Return Shipping When:

• The item arrived damaged or defective
• We sent the wrong product
• The product doesn't match our description
• The product is unsafe or of unacceptable quality

Cancellations

Before Shipping:

Contact us immediately at info@handpoured.co.za. If we haven't shipped your order yet, we can cancel it and issue a full refund within 30 days.

After Shipping:

Once shipped, you can still cancel under your cooling-off rights (5 business days from delivery). After that, you'll need to follow our standard return process.

International Orders

If you're ordering from outside South Africa:

• South African Consumer Protection Act applies to all sales from South Africa
• You're responsible for return shipping costs and any customs fees
• Refunds do not include original international shipping charges
• Allow additional time for international returns to be processed (up to 45 days)

Warranty and Product Guarantees

Under Section 55 and 56 of the CPA, all our candles come with an implied warranty that they are:

• Of good quality
• In working order
• Free from defects
• Suitable for their intended purpose
• Safe to use as intended

This warranty lasts for a reasonable period, which for candles is typically the stated burn time or 6 months from purchase, whichever is longer.

Complaints and Dispute Resolution

We're committed to resolving any concerns quickly and fairly.

Step 1: Contact Us First

Email: info@handpoured.co.za
Phone: +27 12 345 6789

We'll respond within 48 hours and aim to resolve your issue within 15 business days.

Step 2: Escalate if Unresolved

If you're not satisfied with our response, you may lodge a complaint with:

Data Protection

Any personal information provided during the returns process will be handled in accordance with:

• Our Privacy Policy
• Protection of Personal Information Act (POPIA), 2013

We only use your information to process your return and will not share it with third parties except as necessary to complete the return.

Contact Us

For questions about returns, refunds, or your consumer rights: