Refund policy
Returns & Refund Policy
At LUNAZI, each candle is carefully hand-poured and packaged with intention. We hope every order arrives as part of a quiet and beautiful experience.
Please read our returns and refund policy below before making a purchase.
Returns
Due to the nature of our products, we do not accept returns or exchanges for:
- change of mind
- scent preference
- incorrect purchases made by the customer
We encourage customers to read product descriptions carefully before placing an order.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving your package.
To assist us, please include:
- your order number
-
clear photographs of:
- the product
- packaging
-
shipping box
Once reviewed, we will arrange a replacement, store credit, or refund where applicable.
Refund Eligibility
Refunds will only be considered for:
- damaged products
- defective products
- incorrect items sent by LUNAZI
Approved refunds will be processed to the original payment method used during checkout.
Non-Refundable Item
We are unable to offer refunds or returns on:
- used candles
- burned candles
- products damaged after delivery
- sale or limited-release items
Collection Orders
Customers selecting Cape Town collection are responsible for collecting orders within the agreed collection window.
LUNAZI is not responsible for orders not collected after confirmation arrangements have been made.
Delivery Delays
While every effort is made to ensure timely delivery, LUNAZI is not responsible for delays caused by third-party courier services including PUDO or PAXI.
Contact
For any return or refund queries, please contact:
Info@lunazistudio.co.za
within 48 hours of receiving your order.