Refunds & Returns Policy – Lu Lights (Custom Candles)
1. Introduction
Lu Lights (“we”, “us”, “our”) makes custom candles to your specifications. Due to the nature of custom products, our returns and refunds policy is designed to balance your rights as a consumer under the South African Consumer Protection Act, No. 68 of 2008 (“CPA”) with the reality of custom-made items.
2. Refunds & Returns – Custom Products
- Custom candles are made to order and cannot be returned for a change of mind.
- If a product is defective, damaged, or not as described, you may request a replacement or refund within 7 calendar days of receiving your order.
Examples of valid claims:
- Candle arrived broken or melted during delivery
- Wrong candle design or scent (not as per order confirmation)
3. How to Request a Refund / Replacement
- Contact us via email: lu@lulights.co.za
- Include:
- Order number
- Description of the issue
- Photos of damaged/defective candle
- We will respond within 2 business days with instructions.
4. Assessment & Resolution
- We may ask you to return the item (we cover shipping if the product is defective).
- Once the item is received and inspected:
- If valid, we will issue a refund to your original payment method or replace the item at no extra cost.
- If not valid, we will provide a clear explanation.
5. Shipping & Delivery
- Delivery timelines are estimates; we are not liable for delays caused by courier services.
- Risk of loss or damage during shipping passes to the buyer once the product leaves our facility, except where the product is returned due to defects.
- As each candle is hand crafted with your custom scent, candles are shipped within 5 working days of ordering as they require time to cure. Delivery times vary by location. Once your order is placed and confirmed, we will provide you with an estimated delivery window and tracking information. For urgent or time-sensitive orders — such as gifts for an upcoming occasion — please get in touch with us directly at lu@lulights.co.za or via WhatsApp before placing your order.
6. Change of Mind Policy
- Due to the custom nature of our products, change of mind returns are not accepted.
- Please review your order carefully before confirming.
7. Legal Compliance
- This policy is designed in line with South African consumer law and the CPA, ensuring your rights as a consumer are protected while recognising the realities of custom products.
- All disputes will be handled fairly and in line with South African law.
8. Contact Us
For any questions about refunds, returns, or defective products:
📧 lu@lulights.co.za
📍 41 Fairview Road, Kloof, KZN