Wax Burner Starter Kit

RETURNS & REFUND POLICY

Willow and Wax Creative Studio

• We take great care in creating and preparing every order and want you to be happy with your purchase. Please read our Returns & Refund Policy before placing your order.

CUSTOM & PERSONALISED ITEMS

• Custom-made, personalised and made-to-order products cannot be returned or exchanged simply because you have changed your mind.

This includes, but is not limited to:

• Personalised mugs, tumblers and clothing

• Custom sublimation products

• Products featuring names, photographs or custom wording

• Custom candles, labels or packaging

• Products made specifically to a customer’s requested design or specifications

Please carefully check all names, spelling, photographs, colours, sizes and design details before approving your order. Once a design has been approved and production has started, changes may not be possible.

STANDARD / NON-PERSONALISED PRODUCTS

If you wish to return an eligible non-personalised product, please contact Willow and Wax Creative Studio as soon as possible.

• Products must be unused, unopened where applicable, and returned in their original condition and packaging.

• Return courier costs for a change-of-mind return are for the customer’s account, where legally applicable.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible and provide:

• Your name and order details

• A description of the problem

• Clear photographs of the product and packaging

Once the issue has been assessed, we will resolve the matter in accordance with your rights under the South African Consumer Protection Act. Where applicable, this may include a repair, replacement or refund.

CANDLES, WAX MELTS & FRAGRANCED PRODUCTS

Please Note: "Sisters, Not Twins: Because our candles share the same DNA and poured by hand, you can expect unique quirks in color and shade from one pour to the next."

For hygiene, safety and quality reasons, opened or used candles, wax melts and fragranced products generally cannot be returned simply because you do not like the fragrance.

Please remember that fragrance preferences are personal and scents may smell different to different people.

This does not affect your rights if a product is defective, unsafe or otherwise does not meet the requirements of applicable consumer law.

COLOUR & DESIGN VARIATIONS

• Please note that colours may vary slightly between what is displayed on a phone or computer screen and the finished printed or handmade product.

• As many Willow and Wax Creative Studio products are handmade or individually produced, small variations may occur. These variations are part of the handmade nature of the product and are not necessarily considered defects.

ORDER CANCELLATIONS

• Please contact us as soon as possible if you need to cancel an order.

• If production of a personalised or custom-made item has already started, cancellation or a full refund may not be possible, subject to applicable consumer law.

COLLECTION & COURIER ORDERS

• Customers are encouraged to inspect collection orders as soon as possible.

• For courier orders, please notify us promptly if an item arrives damaged and keep the original packaging while the matter is being assessed.

REFUNDS

• Where a refund is approved, it will be processed using an agreed payment method. Courier or delivery charges may not be refundable for change-of-mind returns, except where required by law or where Willow and Wax Creative Studio supplied an incorrect, defective or otherwise non-compliant product.

IMPORTANT!

Nothing in this policy is intended to limit or exclude any rights that a customer has under the Consumer Protection Act 68 of 2008 or other applicable South African consumer legislation.

Willow and Wax Creative Studio

Handmade & created with care.🕯️

Willow & Wax Creative Studio

Kindly note that all our products handmade and should be handled with care to ensure a long lasting burner.

WAX BURNER CARE GUIDE:

• 🕯️NOT Dishwasher Safe

• 🕯️NOT Microwave Safe

• 🕯️DO NOT Soak

• 🕯️DO NOT Scrub

• 🕯️Avoid Extreme Temperatures

SHIPPING POLICY

Willow and Wax Creative Studio

Thank you for shopping with Willow and Wax Creative Studio. We take great care when preparing and packaging every order to ensure that your goodies arrive safely.

ORDER PROCESSING:

1. Orders are processed once full payment has been received.

2. As many of our products are handmade, personalised or made to order, please allow approximately 3–7 business days for your order to be prepared before dispatch.

3. Custom or larger orders may require additional processing time. If this applies to your order, we will communicate the expected timeframe with you.

SHIPPING:

4. We currently ship throughout South Africa using reputable courier services.

5. Shipping fees are calculated according to the size of the parcel, delivery location and courier service selected or available.

6. The applicable delivery fee will be communicated or displayed before your order is finalised.

DELIVERY TIMES:

7. Once your parcel has been collected by the courier, estimated delivery times are generally:

• Major centres: approximately 2–4 business days

• Outlying or rural areas: approximately 3–7 business days

8. These are estimated delivery times and may vary depending on the courier, destination, weekends, public holidays or circumstances outside our control.

TRACKING:

9. Where tracking is available, your tracking details will be provided once your parcel has been dispatched.

10. Please allow some time for the courier’s tracking system to update after collection.

DELIVERY ADDRESS:

11. Customers are responsible for providing the correct and complete delivery address and contact details when placing an order.

12. NB: Please check your information carefully before confirming your order.

13. If an incorrect or incomplete address results in the parcel being returned or requiring redelivery, any additional courier charges may be for the customer’s account.

COURIER DELAYS:

14. Once an order has been handed over to the courier, occasional delays may occur due to weather, operational issues, peak periods or other circumstances.

15. If you experience a problem with your delivery, please contact us and we will assist you in following up with the courier.

*We carefully package every order before dispatch.

16. If your order arrives damaged, please contact Willow and Wax Creative Studio as soon as reasonably possible after delivery and provide:

• Your order details

• Clear photographs of the damaged product

• Photographs of the packaging and courier label

Please keep all packaging until the matter has been resolved.

17. We will assess the issue and assist with a replacement, refund or other appropriate resolution where applicable.

LOST PARCELS:

18. If your tracking information indicates an unusual delay or you believe your parcel may be lost, please contact us so that we can raise an enquiry with the courier.

19. Courier investigations may take several business days to complete.

CUSTOM & PERSONALISED ORDERS:

20. Please remember that personalised and custom-made products require additional preparation time.

21. Once production of a personalised order has started, changes may not always be possible.

IMPORTANT:

22. Shipping and delivery timeframes are estimates and cannot always be guaranteed. However, Willow and Wax Creative Studio will always make every reasonable effort to prepare and dispatch orders promptly and to keep customers informed if there is an unexpected delay.

23. This Shipping Policy does not limit any rights you may have under applicable South African consumer law.

Willow and Wax Creative Studio

Handmade with care, packed with love.🕯️

Willow & Wax Creative Studio

COLLECTION:

1. Where collection has been arranged, customers will be notified once their order is ready.

2. Please do not arrive for collection before receiving confirmation that your order is ready.

Customers from Centurion are eligable for collection with a pick up appointment*

ORDER PROCESSING:

3. Orders are processed once full payment has been received.

4. As many of our products are handmade, personalised or made to order, please allow approximately 3–7 business days for your order to be prepared before dispatch.

5. Custom or larger orders may require additional processing time. If this applies to your order, we will communicate the expected timeframe with you.

CUSTOM & PERSONALISED ORDERS:

7. Please remember that personalised and custom-made products require additional preparation time.

8. Once production of a personalised order has started, changes may not always be possible.

Willow and Wax Creative Studio

Handmade with care, packed with love.🕯️