Returns & Refunds

Incorrect item delivered

Should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts. Please notify us within 7 days.

Please do not remove the product from its original packaging or any of the stickers or labels.

Notify us as immediately and we will collect the product from you at no charge.

We will at your choosing:

Deliver the correct item to you as soon as possible (if available); or
Issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

Goods arrived damaged. If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days.

We will require the following information to assess where in the delivery process the damage may have occurred:

Photograph of the outer box (including whether it has a Fragile sticker or not);
Photograph of the inside of the box, including the inner packaging; and
Photograph of the damaged item.

If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

Replace the product (if available);
or issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

15% Refund Deduction Policy

Upon making a purchase and subsequently requesting a refund, a deduction of 15% will be applied to the refund amount.
This refund deduction policy applies to all purchases made on the website, including products and workshop tickets.
The 15% refund deduction will be automatically subtracted from the total refund amount.
Customers are advised to carefully consider their purchase decisions, as the refund deduction will be applied regardless of the reason for requesting a refund.
By proceeding with a purchase, customers acknowledge and accept the 15% refund deduction policy.
The refund deduction will be processed in accordance with the applicable refund procedure outlined in the Terms and Conditions.
This refund deduction policy is subject to change without prior notice, and any modifications will be effective upon posting on the website.
Please note that by using this website and making a purchase, you agree to abide by these Terms and Conditions, including the refund deduction policy.

How to return an item

There are different methods of returning an item.

These methods are further explained in the returns portal:

You may drop off the item at our head office. There is no cost associated with this.
You may select a pick-up date and the item will be collected from you.

How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us.

Returns that are sent back otherwise will have a 10% repackaging fee levied against them.

If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

How we process your refund

Returns within 30 days

You will be offered a Madame Luna voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Our customer services department contact details

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer services department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Service Manager info@madamelunacandles.com.