01.Order Cancellation Policy
Because our candles are individually prepared and customized with personalized ribbon cards and wax seals:
- You may request an order cancellation within 2 hours of placing the order, or before the parcel is packed and dispatched from our atelier.
- To cancel an order, email us immediately at info@candleandcrafts.com or WhatsApp our concierge at +91 88375 50339 with your Order Number.
- Once an order has been dispatched with the courier service, it cannot be cancelled in transit.
02.Transit Damage & Breakage Replacement Guarantee
Zero-Hassle Replacement on Breakage:
We pack our artisanal glass and ceramic vessels with multi-layered protective cushioning. However, if your order arrives damaged, cracked, or defective during courier transit, we will send an immediate free replacement or issue a full refund.
How to claim a transit replacement:
- Take clear photos or a short video of the damaged package and product within 48 hours of delivery.
- Send the images along with your Order Number (e.g.
ORD-XXXXXX) to info@candleandcrafts.com. - Our support team will approve and dispatch a brand-new replacement within 24 hours.
03.Non-Returnable Items
Due to hygiene, safety, and bespoke craftsmanship standards, the following items are not eligible for returns:
- Candles that have been lit, burnt, or have had their cotton wicks trimmed by the customer.
- Personalized gift hampers containing custom recipient name cards or engraved monograms.
- Items purchased during clearance or flash promotional archive sales.
04.Prepaid Refund Processing & Timelines
Once a refund request is approved by our concierge team:
- The refund is processed directly to the original prepaid source (UPI, Credit/Debit Card, or NetBanking) via our payment gateway Razorpay.
- Timeline: Funds typically reflect in your bank account within 5 to 7 business days depending on your bank's clearance cycle.
- For UPI transactions (GPay, PhonePe, Paytm), refunds are often credited within 24 to 48 hours.
05.Contact Concierge for Returns
Customer Support Desk: Candle Craft Studio
Email: info@candleandcrafts.com
Helpline: +91 88375 50339 (10 AM to 7 PM, Mon - Sat)