Returns and Exchanges
We craft our products with a lot of care (and a little magic), but we get that buying scented goods online can feel like a gamble. Here’s how we keep things fair and simple.
Before You Open Your Box
Unpack on a flat, sturdy surface. We can’t replace items that are accidentally dropped or damaged during unboxing.
Returns
If a candle isn’t your match, you can return it within 14 days of receiving it.
To start a return:
- Make sure the product is unused, in original condition, with all packaging and inserts.
- Email tellus@viridiancrafts.com with:
- Your Order Number
- Reason for return
- Whether you’d prefer an alternative item
- We may request photos and will send the return address.
Once your parcel arrives, we’ll inspect it and confirm if it qualifies for a refund. (See “Refunds” below.) Return courier fees apply unless the product is confirmed defective upon inspection.
Damages & Incorrect Items
If your order arrived damaged, defective, or not what you ordered, let us know within 7 days.
Email tellus@viridiancrafts.com with:
- Your Order Number
- Details of the issue
- Photos are required for all damage or defect claims so we can assess the issue and assist quickly.
Minor cosmetic imperfections that don’t affect the candle’s safety or performance are not considered defects.
Damaged or defective items are not refundable, but we will replace them after inspection. Replacements are issued once the item has been returned and inspected.
A small note: Our vessels undergo stress-testing, so intentional or preventable damage is easily identifiable during inspection. Intentional breakages stand out immediately, and they’re… awkward for everyone involved. Please don’t do it.
Non-Returnable Items
Some products can’t be returned due to their nature:
- Opened or used items
- Wax Truffle Discovery Boxes (all varieties)
- Dragon Egg Discovery Boxes
- Gift vouchers
- Promotional or sale items
Exchanges
If you want to swap a product, contact us within 14 days at tellus@viridiancrafts.com.
We’ll help you return the item for a store credit note, and you can place a fresh order online.
If you’re exploring new scents, we recommend our Wax Truffle Discovery Boxes (wax melt collections) - they’re designed exactly for that.
Refunds
Once your return is approved, you’re welcome to choose a credit note (instant and easy) or a refund back to your original payment method within 10 business days. Your bank may take a little longer on their side.
To protect the integrity of our return process, we may limit or decline future orders if return patterns indicate misuse of the policy.
Delivery Fees
Return shipping for exchanges and refunds is your responsibility.
We operate from a single Johannesburg workshop and partner with couriers nationwide -regrettably, that means we can’t offer free return shipping.
If you need help choosing the right scent before purchasing, we’re always happy to guide you.
Order Cancellations
If you need to cancel your order, contact us immediately.
Once a parcel has shipped, we can’t pull it back from the courier.
If more than 15 business days have passed since we approved your return, please reach out at tellus@viridiancrafts.com so we can assist.