The citronella soy massage candle is in a 290ml
glass jar with an eco-wick. There are common notes of citronella.
Ingredients: Soy Wax, Shea butter, coconut oil,
citronella essential oil.
Burn time: About 40 hours.
Shipping Policy for SOY HANDMADE
Thank you for visiting our store.
Following are the terms and conditions that constitute our Shipping Policy.
All orders are processed within 3-5 business days (excluding weekends and holidays) once we receive confirmation that you have made payment for your order through Truzo™. This is an estimate and can vary if we are experiencing high order volumes or delays out of our own control. If there is set to be a delay in the shipment of your order, we will notify you through the Marketplace Messenger (Inbox), accessible via your account dashboard. You will receive another notification when your order has shipped. Kindly note that we currently only ship to addresses within South Africa.
Shipping charges for your order will be calculated and displayed at checkout as per the table below:
Estimated delivery time
Local (same city)
1-2 business days
3-5 business days
We DO offer collections/pickups. After receiving confirmation of your order from Truzo, your items will be prepared and ready for pick up within 1 to 5 business days. We will send you a message when your order is ready along with further instructions. Our pickup hours are discussed separately with each customer. Please have your order number and proof of ID available when you collect.
We DO NOT allow shipping to P.O. Boxes.
We use the FOLLOWING COURIER PARTNERS to facilitate deliveries to our customers:
- The Xpress Online courier
- Drop off courier (Only in Gauteng)
Confirmation & Order tracking
When your order has shipped, you will receive an email notification notifying you. We will also send you a tracking number via the Marketplace Messenger (Inbox), or by ADDING A NOTE accessible via your account dashboard. The tracking number is provided by our appointed courier partner and may only be active within 24 hours.
If you haven’t received your order within the number of business days indicated above, please contact us via the Marketplace Messenger (Inbox) or by adding a NOTE to your order, accessible via your account dashboard, and we will look into it for you.
Our business is not liable for any products damaged or lost during shipping. If you received your order damaged, please notify us via the Marketplace Messenger (Inbox), accessible via your account dashboard. We address all issues on a case-by-case basis and will try our best to work towards a satisfactory solution and in contacting the appointed courier to file a claim. Please take a picture of the damaged items, save all packaging materials and damaged goods.
If the product is defective and is not a result of shipping, then please follow our returns and exchange policy process.
We DO NOT offer refunds on your purchase.
Should your product be damaged on delivery, or you wish to change your size/variant, please contact us and we will be glad to assist with an exchange where possible.
Refunds are only applicable in the following instances:
- For defective or damaged products.
- For errors on our part that affect the quality of the product/service delivered to you.
- Where we have approved your order in error (for which you have made payment), but we are subsequently unable to deliver as required.
- Where you have requested an exchange for an approved reason, but we are unable to fulfill this due to limited stock or other reasons.
2.1 REFUND PROCESS
All refund requests must be made within the first two weeks of receiving your order. If you fail to request your refund before the end of the stipulated period, payment for your order will be automatically released by Truzo™ and it then remains at our sole discretion to process your request outside of the getlion™ Marketplace thereafter. If you would like to request a refund, please follow the process outlined below:
1) Contact us and indicate that you wish to cancel the order and be refunded. Please provide a reason for the request. First, you must make this request via the Marketplace Chat facility on our store page, submitting an inquiry, or adding a note to your order. This will allow the us to respond to your refund request. If the request satisfies our refund policy and we agree to cancel, proceed to step 2.
2) Request a refund on Truzo™️.
– Login to Truzo via your account dashboard and select the transaction you wish to refund.
– Click “Transaction History” -> “Transaction Status” and click DISPUTE TRANSACTION.
– Indicate the reason for the dispute, the required course of action = REFUND and then SUBMIT DISPUTE.
– Both parties will be notified of request and prompted to approve
3) Your refund will be paid to your Truzo wallet within 48hours, whereafter you can return this to your bank account OR hold your Truzo balance for a future purchase. In accordance with getlion’s Terms & Conditions, your refund will be LESS the value of the Buyer Protection and Administration Fee of 3.40% (ex VAT).
In the event that you require a refund for a faulty or product that was delivered, it remains YOUR responsibility (and cost) to return the item to us in its original packaging.
2.3 ERRORS AND STORE CREDIT
If there are any errors with your order, please contact us and we will rectify it.
Cancellation / Return / Exchange Policy
EXCHANGE AND REFUND POLICY
Last updated [March, 8, 2021]
Registered Company Name: Soy Handmade (Pty) Ltd
Online store URL: www.marketplace.getlion.co.za/yourstore
We DO NOT offer exchanges on your purchase.
If you’re looking to return and exchange your order for whatever reason, please indicate this by contacting us directly via the chat box on our store page, submitting an inquiry on our store page, or adding a note to your existing order once placed.
All return/exchange requests must be made Within two weeks of receiving your order. Follow the process outlined below. If you fail to express your intent to return and exchange your purchase within the inspection period, payment for your order will be automatically released by Truzo™ and it then remains our sole discretion to process your request outside of the getlion™ Marketplace.
If your request is accepted, you will be able to exchange your purchase for a variant of another size, or an item of similar value. Our ability to fulfill your exchange may depend on availability of stock.
1.1 QUALIFYING CRITERIA
Product: (All Products avaliable).
- Must be returned in new and unused condition, with no visible signs of wear or use
- Must be returned in Original packaging/tags
The following items cannot be returned or exchanged:
- Discounted, “Deal of the Day” or Sale items are final and cannot be returned or exchanged.
- Non-physical items or Services that have been delivered cannot be returned or exchanged.
Our items DO NOT have a warranty period. Should your purchase break in , we will gladly exchange it for a new one. Please note that this does not apply in the following instances:
- The damage is considered normal wear and tear (such as stretching or minor abrasion);
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from electrical surges, weather/nature or corrosion;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorised alterations to the product.
- damage arising from courier transit. All our packages leave us with the relevant fragile lables.
To return an item, please follow the process below:
1) Contact us before the end of the inspection period, and indicate that you wish to exchange your purchase. Please provide a reason for the request. First, you must make this request via the Marketplace Chat facility on our store page, submitting an inquiry, or adding a note to your order. This will allow the us to respond to your exchange request.
2) Upon review, our team will confirm via your marketplace inbox of the approval or decline of the request and the reason thereof. If the request satisfies our store policy and to we agree to exchange the item, we will respond to you via the Marketplace chat box, or by updating the notes on your order.
3) You will be required to return the item securely in its original packaging and deliver your return to the following address. In the event that the return is due to our error, we will facilitate and pay for collection/exchange of your purchase.
[Attn: Donna Fischer- Returns ]
[5 Hyacinth Street, Weltevreden Park]
In the event of an exchange, YOU are responsible to incur the shipping costs involved. There may also be a cost associated with administering the exchange. Should you appoint a courier company to collect and return to us, we recommend that you use a trackable method to post/deliver your return, and issue us a tracking number. Alternatively, we can arrange a courier at an additional expense.
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