Refund policy

 

1. Returns

We accept returns on unused items within 7 days of delivery, provided that:

• The product has not been used or lit
• It is returned in its original packaging
• The item is undamaged and in resellable condition

To initiate a return, please contact us on hello@masaluxury.co.za with your order number before sending the item back. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

2. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 48 hours of delivery and include:

• Your order number
• Clear photographs of the product and packaging

Once reviewed, we will arrange a replacement or refund where applicable.

3. Custom & Co-Branded Orders

All bespoke, personalised, and co-branded products are final sale and are not eligible for return or refund unless faulty or damaged upon arrival.

Artwork, logo placement, and scent selections are approved prior to production and confirmed by the client.

4. Wholesale Orders

Wholesale orders are non-refundable unless items arrive damaged. Any claims must be submitted within 48 hours of delivery with supporting photographs.

5. Refunds

Once returned items are received and inspected, approved refunds will be processed to the original payment method within 5–10 business days.

Original shipping fees are non-refundable.

6. Natural Wax Disclaimer

Our candles are made from natural soy wax. Minor surface variations or frosting may occur and are a natural characteristic of soy wax. This does not affect performance and is not considered a defect.