Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. Where there is more than one parcel, ensure that they are tied together.
The courier will collect the package from the address you supplied within 3 – 4 working days.
General warranty
If Within 7 Days of delivery of a product, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended (or otherwise expressly indicated by Candleco at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) (“defective”);
Please contact Candleco via email info@candleco.co.za (subject line: your order number – defective item) to notify Candleco thereof. Candleco will request pictures of the defective product and will arrange to collect such product from you so that it can be inspected by the Candlco Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either –
(a) be fully refunded, or
(b) have the product replaced at Candleco expense (the decision between repairing or replacing being that of Candleco depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ On Special products will usually only be able to be repaired).
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having had such product returned to Candleco, and then redelivered to you.
A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if
(a) The faults/damage are a result normal wear and tear;
(b) damage arising from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
Supplier’s warranty
Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.
Exclusions
Unless defective, the following product types may not under any circumstances be returned to Candleco:
Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by Candleco.
Processing of credits and refunds
Should you be entitled to a refund for any reason, such refund shall either be effected on the credit card used to purchase the product, or be deposited into the bank account used in the Electronic Funds Transfer, within 10 business days of the returned item having been cleared by Candleco Quality Checking.
Where your Candleco account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Do take note, however, that you cannot request that you refund the credit on your profile in the form of cash once you opted for the credit option.
If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
If you want to return an item that you paid the full amount for but is now on sale, we will only pay the full amount as credit on your profile and not in the form of cash in your account. If you want a payback, the amount of the reduced price will be paid back
If you redeemed a coupon against your purchase, and wish to return the product from that purchase, the rand value paid for the product being returned will either be refunded or credited to your account as per your request. The value of the coupon that was redeemed will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.
Fraud Prevention
Candleco reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you.Candleco will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.