Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at nakedflame.company@gmail.com. Please note that return address will be provided once request for return has been made and pictures of item you wish to return have been reviewed and approved.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at nakedflame.company@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

For hygiene, safety and quality-control reasons, the following items are not eligible for return or exchange once purchased:

  • Opened or used candles
  • Change-of-mind returns will not be accepted.
  • Burned candles, even if only partially burned
  • Candles that have been melted or altered after purchase
  • Massage candles that have been opened or used
  • Custom-made or personalised candles, unless the item is defective or does not correspond with the agreed specifications
  • Products that have been damaged after delivery due to incorrect use, improper storage or failure to follow the supplied care and safety instructions
  • Products returned without their original packaging where the packaging is reasonably necessary to protect the product.

Unfortunately, we do not accept returns on sale items or gift cards.

Important

This policy does not affect any rights you may have under applicable South African consumer law.

- If a product is defective, unsafe, of unacceptable quality, or does not correspond with what was agreed, please contact Naked Flame Company so that we can assess the issue and provide the appropriate remedy where required by law.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nakedflame.company@gmail.com.