Cancellation policy

Last Updated: 30/05/2026

This Purchase & Cancellation Policy outlines the terms relating to orders placed with By Tae, including Candles By Tae, Creations By Tae, and Tots and Tints.

By placing an order on our website or any official sales channel, you agree to the terms below.

1. Order Confirmation

Once an order is placed, you will receive confirmation via email or WhatsApp (where applicable).

Orders are only processed once payment has been received and confirmed.

Proof of payment does not constitute cleared payment. Orders will only be processed and dispatched once funds reflect in our account.

2. Order Processing

As most of our products are handmade, production begins shortly after payment confirmation.

Once production has started, your order may no longer be eligible for cancellation or changes.

3. Cancellation Policy

Customers may request cancellation within 24 hours of placing an order, provided that:

  • Payment has not yet cleared, or
  • Production has not yet begun

Once an order has entered production or has been dispatched, it cannot be cancelled.

4. Custom & Personalized Orders

Custom and personalized items are made specifically to your request.

These orders cannot be cancelled, refunded, or changed once production has started, except in cases where the item is damaged or incorrect upon arrival.

Customers are responsible for approving all custom details before production begins.

5. Changes to Orders

Requests to change an order (such as fragrance, design, or product selection) must be made within 24 hours of placing the order.

We cannot guarantee that changes can be accommodated once production has started.

6. Refunds After Cancellation

If a cancellation is approved before production begins, a refund will be processed using the original payment method.

Refunds may take 5–10 business days to reflect, depending on banking institutions.

7. Non-Cancellable Situations

Orders cannot be cancelled once:

  • Production has started
  • Customization work has begun
  • The order has been shipped
  • The order is part of a promotional or discounted bundle (where stated)

8. Contact Us

For cancellation or order-related queries, please contact:

By Tae
Email: candlesbytae@gmail.com
WhatsApp: 081 746 0899