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Refund Policy

Willow & 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.

  1. 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.

Colours may vary slightly between what is displayed on a phone or computer screen and the finished product. As our items are artisanally made or individually produced, subtle variations may occur and form part of their unique character.

2. 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.

3. 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 number.

  • A detailed explanation of the issue.

  • Clear photographs of the product and packaging.

This policy does not limit or exclude any rights afforded to customers under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer legislation.

4. 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 are generally not eligible for return solely because the fragrance is not to your personal preference.

  • Fragrance preferences are personal, and scents may be experienced differently from one person to another. Our Signature Scents Guide provides detailed, accurate descriptions to help you select a fragrance with confidence.

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

5. COLOUR & DESIGN VARIATIONS

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."

  • Colours may vary slightly between what is displayed on a phone or computer screen and the finished product. As our items are artisanally made or individually produced, subtle variations may occur and form part of their unique character.

  • As many Willow and Wax Creative Studio products are artisanally crafted or individually produced, minor variations may occur. These distinctive differences reflect the artisanal nature of our products and are not necessarily considered defects.

6. 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.

7. 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.

8. 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 consumer rights

This policy does not limit or exclude any rights afforded to customers under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer legislation.

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