Terms of service

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Terms of Service – Ethereal Candle Crafters

1. Overview

This website is operated by Ethereal Candle Crafters (PTY) Ltd. By accessing or purchasing from our store, you agree to be bound by these Terms of Service, including our Returns & Refunds Policy.

These terms comply with applicable South African consumer protection laws, including the Consumer Protection Act (CPA).

All refund requests must be in writing and via email only. Kindly contact us at info@etherealcandlecrafters.com. All returns must be sent to 257 Ibis Lane, Krugersdorp, Johannesburg, South Africa.

2. Products & Services

2.1 Handmade Products

All candles are handmade to order. As such, minor variations in colour, texture, and finish may occur. These variations are not considered defects.

2.2 Product Representation

We make every effort to display product colours and images accurately. However, displayed colours may vary depending on device screens, and we cannot guarantee exact colour matching.

3. Pricing & Payment

All prices are listed in South African Rand (ZAR). Prices exclude shipping unless otherwise stated. We reserve the right to change pricing at any time. Orders will only be processed once full payment has been received.

4. Shipping & Delivery

4.1 Delivery

Delivery timelines are estimates and not guaranteed. Our lead time is 15 working days, excluding public holidays. We are not responsible for delays caused by couriers or external factors.

4.2 Risk Transfer

Risk in the goods passes to the customer upon delivery.

4.3 Damaged in Transit

If your order arrives damaged, notify us within 48 hours of delivery via email at info@etherealcandlecrafters.com and provide photographic evidence. We will assess and resolve the issue in line with CPA requirements.

5. Returns & Refunds

5.1 Cooling-Off Period (Online Purchases)

In accordance with Section 44 of the CPA, you may cancel your order within 7 days of receiving it. Items must be unused and in original packaging. Return shipping costs may apply unless the item is defective.

5.2 Standard Returns (30 Days)

We accept returns within 30 days, provided items are unused and in original condition, and proof of purchase is provided.

5.3 Defective Goods

All products include a 30-day implied warranty. If a product is defective, you may choose a replacement or store credit. This applies to all products, including sale and custom items.

5.4 Non-Returnable Items

Unless defective, we do not accept returns on custom or personalised items, rush order items, sale items, or gift cards.

5.5 Refund Processing

Approved refunds are processed within 14 business days and will be issued via the original payment method.

6. Candle Rental Terms (Events)

6.1 Pre-Event Responsibility

Customers must review all rental items upon delivery and report any issues before the stated event date.

6.2 Damage & Loss

Customers may be held liable for lost items, damage beyond normal use, and candles not returned within 14 working days post-event.

7. Candle Safety Disclaimer

Candles are inherently hazardous if used incorrectly. By purchasing or renting our products, you agree to never leave candles unattended while burning, keep candles away from flammable materials, and keep them out of reach of children and pets. We are not liable for damages caused by misuse or failure to follow basic safety practices.

8. Limitation of Liability

To the maximum extent permitted by South African law, we are not liable for indirect, incidental, or consequential damages, and our total liability is limited to the purchase price of the product or service. Nothing in this clause limits your rights under the Consumer Protection Act.

9. Indemnity

You agree to indemnify and hold harmless Ethereal Candle Crafters from any claims, damages, or losses arising from misuse of products, failure to follow safety instructions, or negligence in handling or use.

10. Force Majeure

We are not liable for failure to perform due to events beyond our control, including natural disasters, load shedding or power failures, supply chain disruptions, or civil unrest.

11. Privacy

Customer information is handled in accordance with applicable South African data protection laws.

12. Changes to Terms

We reserve the right to update these Terms at any time. Continued use of the website constitutes acceptance of any changes.

13. Contact Information

Email: info@etherealcandlecrafters.com Address: 257 Ibis Lane, Krugersdorp, Johannesburg, South Africa