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CANDELLAASS

Refund Policy

Candellaass Refund & Return Policy

Effective Date: 1 August 2025

At Candellaass, we take great care in crafting our handmade candles and home décor items. Please read our refund and return policy carefully before placing an order. By placing an order with us, you agree to the terms outlined below.

1. General Policy

All sales are final. Due to the handmade and personalized nature of our products, we do not accept returns or cancellations for change of mind, incorrect choice, or personal preferences (e.g., scent, color, size, or appearance).
Please review your order carefully before placing it.

2. Eligible Returns

Damaged Items:
Each product is carefully packed to minimize risk during transit. However, we are not liable for damages caused by the courier once the order has left our facility.
You must notify Candellaass within 48 hours of delivery.
Returns are only accepted if the product is received in a damaged condition.
You must provide a clear unboxing video showing the item, packaging, and damage. This is mandatory.

Incorrect Items Sent:
If you receive an item  totally different from what you ordered, notify us within 48 hours with a clear unboxing video.
If the product is completely different from what was ordered, we will issue a refund on return .

3. How to Request a Return

  • Contact Us: Email candellaass@gmail.com with your order number, product details, and a mandatory unboxing video.

  • Approval: You must receive prior approval from Candellaass before returning any item.
    Returns sent without approval will be rejected. We will review your request within 24–48 hours and provide return instructions if approved.

  • Return Shipping:

    • If a wrong item was sent by us, Candellaass will cover return shipping.

    • For transit damage or customer error, the customer is responsible to pay for return shipping.

  • Send Item Back: Only items returned after approval and according to our instructions will be accepted.

4. Refunds and Eligibility for Refund

Once we receive and inspect the returned item, we will notify you of the refund status. If approved, refunds will be processed to the original payment method within:

  • India: 5–7 business days

  • International: 7–15 business days

Shipping charges are non-refundable unless the issue was caused by us.

Eligibility Requirements:

  • The item must be unused and in its original condition.

  • Must be returned in the original packaging.

  • A mandatory unboxing video must be provided for claims regarding damage or incorrect items.

5. Return Shipping

  • If a wrong item was sent by us, Candellaass will cover return shipping.

  • For damages caused during transit or any other return, the customer is responsible for the shipping cost.

  • We recommend you for using an insured and trackable shipping service to avoid loss or damage during return.

6. Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

  • Gift cards

  • Sale or discounted items

  • Personalized/customized items

  • Used products

  • Items returned without approval or without proper unboxing video proof

7. Reporting Damages

  • Inspect your order immediately upon delivery.

  • Contact us within 48 hours if your order is damaged or incorrect.

  • Provide mandatory unboxing videos as proof for a quicker resolution.

8. Limitation of Liability

Candellaass is not responsible for:

  • Delays or damage caused by courier/shipping companies after dispatch

  • Customer errors or mishandling

  • Indirect, incidental, or consequential losses

9. Shipping Delays & Loss

Candellaass is not responsible for delays caused by couriers or for packages lost in transit. Once an order leaves our facility, it becomes the courier’s responsibility.
If a package is marked as delivered but not received, please check with neighbours or your local post office.
If confirmed lost, contact us and we’ll assist you with the courier’s claims process.

10. Order Cancellations

Due to the custom-made nature of our products, cancellations or changes cannot be guaranteed after placing the order.
For any doubts or corrections, contact us before placing the order or check with us if you want to cancel then connect  within 12 hours of placing it in case the production is started we will not be able to cancel the order .

11. Contact Information

For any refund or return queries, reach us at:
📧 Email: candellaass@gmail.com
📱 WhatsApp: +91 9619166777
We aim to respond within 24–48 working hours.

By placing an order with Candellaass, you acknowledge and agree to this Refund & Return Policy.

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