Refund policy

Refund & Returns Policy

 

Evergreen Lux Candles (Pty) Ltd

Last Updated: 10 June 2025


At Evergreen Lux Candles, we take pride in crafting luxury, eco-conscious candles and home fragrance products. Due to the handmade nature of our items, we offer a clear and simple policy regarding returns and refunds to ensure transparency and peace of mind for both you and us.


Eligibility for Returns

  • Returns must be initiated within 10 days of your delivery date.
  • Items must be unused, in original packaging, and in the same condition as received.
  • Proof of purchase (e.g. order confirmation, receipt) is required.


Non-Returnable Items

We do not accept returns on:

  • Opened, used, or burned candles unless damaged or defective on arrival
  • Products bought from third-party stockists or resellers (Please contact the original place of purchase directly)
  • Items marked as “Sale,” “Clearance,” or “Final Sale”

 

Damaged or Defective Items

If your order arrives damaged or defective, please email info@evergreenluxcandles.co.za within 7 days of receiving it. Be sure to include:

  • Your order number
  • Clear photos of the damage or defect

 

We will gladly send you a replacement or issue a full refund, including return shipping if applicable.

 

How to Initiate a Return

  1. Email info@evergreenluxcandles.co.za to request a return authorization.
  2. Repackage the item securely and include your proof of purchase.
  3. Ship to the return address provided in your return instructions. We recommend using a trackable courier.

 

Promotional Gifts

If your order included a free gift or promotional item, it must be returned alongside your purchased items to qualify for a full refund.

 

Refunds

  • Once your return is received and inspected, you’ll receive an email update.
  • If your refund is approved, it will be processed to your original payment method within 5–10 business days.
  • Refunds are only issued for the product cost. Shipping costs are non-refundable.


Exchanges

We’re happy to offer exchanges depending on product availability. Please contact info@evergreenluxcandles.co.za for assistance.

 

Return Shipping Costs

  • Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
  • For approved defective/damaged items, we will issue a prepaid return label.

 

If you have any questions regarding our Returns & Refund Policy, please contact us at:

📧 info@evergreenluxcandles.co.za