Effective Date: 1 August 2025

At Candellaass, every product is handcrafted with love and packed with care. Since our products are handmade, customized, personalized, and made in small batches, all sales are final. Please read this policy carefully before placing your order.

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Returns & Refunds

We do not offer returns, refunds, or exchanges for change of mind, incorrect choice, fragrance preference, colour difference, size expectation, minor handmade variation, sale or discounted items, used products, opened products, customized products, personalised products, or bulk orders. Products purchased in  sale / discounted pricing are not eligible for returns.

Slight differences in colour, texture, shape, fragrance strength, wax finish, size, or appearance are natural in handcrafted products and are not considered defects.

Each Candellaass product is handmade and unique, so no two pieces will be exactly the same. Natural variations such as colour differences, texture changes, uneven finish, air bubbles, pinholes, small holes, surface marks, or patches, especially in concrete products, are part of the handmade beauty and are not considered defects.

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Wrong, Missing, or Defective Items

Returns or refunds are considered only if you receive a wrong item, missing item, or major manufacturing defect caused by Candellaass, subject to verification. The concrete products have natural issues in it like decoloring patches or bubble or holes which are not considered as defects 

Any such issue must be reported to Candellaass within 24 hours of delivery. Claims raised after 24 hours will not be accepted.

If your claim is approved, Candellaass will decide whether a replacement, store credit, or refund is applicable. In case of a wrong or missing item, we may send the correct or missing item at no additional cost.

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Mandatory Unboxing Video

A complete unboxing video is mandatory for all claims.

The video must start before opening the sealed package and must clearly show the shipping label, outer packaging, full unpacking process, all products received, and the wrong item, missing item, or major manufacturing defect.

Claims without a complete and clear unboxing video will not be accepted.

To raise a claim, contact us at candellaass@gmail.com or WhatsApp +91 8999747632 with your order number, contact details, issue details, and unboxing video within 24 hours.

Please do not send any product back without approval from Candellaass. Returns sent without prior approval will not be accepted.

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Return Approval & Inspection

If a product return is required, the product must be unused, undamaged by the customer, and returned in its original packaging as per our instructions.

If the return is approved due to a mistake by Candellaass, return shipping will be borne by Candellaass.

For all other approved returns or courier-related issues, return shipping charges will be borne by the customer unless otherwise confirmed by Candellaass in writing.

After receiving and inspecting the returned item, we will confirm the final resolution. If a refund is approved, it will be processed to the original payment method within 5–7 business days.

Shipping charges are non-refundable unless the mistake was made by Candellaass.

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Damaged Items During Transit

We pack every order carefully using suitable packaging material to minimise the risk of damage during shipping. However, once the parcel is handed over to the courier or delivery partner, transportation is beyond our control.

Candellaass is not responsible for damage caused during transit, courier mishandling, courier delay, loss in transit, failed delivery attempts, incorrect or incomplete address, customer unavailability, refusal of delivery, or packages marked as delivered by the courier.

For transit-related issues, we may assist you with available courier tracking or claim support, but refund, return, or replacement is not guaranteed.

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Exchanges

We do not facilitate exchanges.

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Order Cancellation

Orders cannot be cancelled or modified once production, customisation, packing, or dispatch has started.

If you need to request any change or cancellation, please contact us as soon as possible after placing the order, and we will assist wherever possible.

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Shipping Delays

Delivery timelines are estimates only and may vary depending on courier service, location, weather, public holidays, natural events, high order volume, or unforeseen circumstances after dispatch.

Candellaass is not responsible for shipping delays after dispatch, but we will assist you with available tracking support wherever possible.

Contact Us

For any refund or return-related queries, please contact us within the specified time.

Email: candellaass@gmail.com
WhatsApp: +91 8999747632

Thank you for choosing Candellaass and supporting handcrafted products made with love.