Returns & Exchanges Policy

Last updated: 8 September 2026

At Oro Lume, every product is carefully made, checked and packaged before leaving us. Because our products are handmade, we only accept returns and exchanges in the circumstances outlined below.

1. Damaged Products on Delivery

If your order arrives with broken glass, you must contact Oro Lume within 24 hours of receiving your order.

To allow us to assess the damage, you must provide:

• Your order number;

• A clear photograph of the damaged product;

• A clear photograph showing the broken glass; and

• A clear photograph of the packaging in which the product arrived.

The product and packaging must be retained until we have assessed the claim.

Where the damage is confirmed to have occurred during delivery, Oro Lume will arrange a replacement of the damaged product.

We do not provide monetary refunds for damaged products. The remedy will be a replacement product.

2. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us within 24 hours of receiving your order.

Please provide your order number and a clear photograph of the product received.

If Oro Lume supplied the incorrect product, we will arrange for the incorrect product to be returned and will provide the correct product. Oro Lume will cover the reasonable return and replacement delivery costs.

3. Product Faults

If you believe that a product has a genuine product or manufacturing fault, please contact us within 24 hours of receiving your order.

If the product has been used, you must provide a clear photograph showing the product and clearly showing the issue or problem you are experiencing.

For candles, the candle must have been used in accordance with the candle-burning and safety instructions provided with the product.

Candle performance can be affected by factors such as wick trimming, burn time, placement and other burning practices. For this reason, we may request photographs and additional information to determine whether the issue is a product fault or the result of incorrect use.

Where Oro Lume determines that a product has a genuine fault, we will provide a replacement product.

We do not provide monetary refunds for product faults. The remedy will be a replacement product.

4. Change of Mind

Oro Lume does not accept returns or exchanges due to change of mind.

Returns and exchanges are only considered where a product arrives damaged, an incorrect product has been supplied, or a genuine product fault has been identified, as described in this policy.

5. Condition of Returned Products

Where Oro Lume has approved a return, the product must be unused unless the claim relates to a product fault that can only reasonably be identified after use.

Products returned for reasons other than an approved product fault must be unused and in their original condition.

6. Sale and Promotional Products

Sale, discounted and promotional products are subject to the same Returns & Exchanges Policy as full-price products.

Being purchased on sale does not remove your rights where a product is damaged, incorrect or genuinely faulty.

7. No Monetary Refunds

Oro Lume does not offer monetary refunds for approved returns.

Where a return or exchange is approved under this policy, the applicable remedy will be a replacement or exchange of the product.

8. How to Request an Exchange

Before sending anything back to us, please contact Oro Lume and provide:

Order number:
Name:
Product concerned:
Reason for the return/exchange:
Clear photographs of the product and packaging:

Do not return a product without first contacting us and receiving instructions from Oro Lume.

9. Contact Us

For all return and exchange enquiries, please contact:

Oro Lume
Email: hello@orolumecandles.co.za
South Africa

Nothing in this policy is intended to limit or exclude any rights that a consumer may have under applicable South African consumer law.