Refund policy

At Candaline Studio, every product is carefully handmade, packed, and prepared for our customers. Since our products include handmade candles, scented products, personalised items, and made-to-order pieces, we follow a limited return and refund policy.

Please read the policy below carefully before placing your order.

1. Returns

Most of our products are not eligible for return or exchange due to their handmade, fragile, scented, personalised, and made-to-order nature.

A return may be considered only in exceptional circumstances, such as:

  • The wrong product being delivered
  • A genuine manufacturing defect
  • Significant damage received during transit
  • Any other issue specifically approved by Candaline Studio

All return, replacement, refund, or store-credit requests are subject to review and approval by Candaline Studio.

2. Reporting a Damaged or Defective Product

If your order arrives damaged or you believe you have received a defective or incorrect product, you must contact us within 12 hours of delivery.

To help us investigate the issue, please provide:

  • Your order ID
  • Clear photographs of the outer packaging
  • A clear photograph of the shipping label
  • Clear photographs of the product
  • Photos or videos clearly showing the issue
  • A complete unboxing video, starting from the sealed package and continuing until the product has been fully inspected

A complete unboxing video is strongly recommended for fragile products and may be required when evaluating a damage claim.

Claims submitted without adequate photographs, videos, or other supporting evidence may not be accepted.

3. Damage During Transit

Our products are packed with care before being handed over to the shipping partner. However, packages can occasionally be affected during transportation.

If your product is damaged in transit, please report it within the specified reporting period and provide the required evidence so that we can review the claim.

If we approve a transit-damage claim, the maximum compensation available will be up to 50% of the total product value of the order, excluding shipping charges.

This amount will be calculated after considering any discounts, coupons, offers, store credits, or other promotional benefits applied to the order.

The final compensation or resolution will depend on the extent and nature of the damage determined during our review.

4. Approved Returns

If we approve a return, the customer may be required to arrange and pay for the return shipping unless we confirm otherwise in writing.

Returned products must be:

  • Unused and unburned
  • In an undamaged condition
  • In their original packaging wherever possible

Any refund, replacement, or store credit will be processed only after the returned product has been received and inspected by our team.

5. Refund Processing

Where a refund has been specifically approved, we will generally initiate it within 2–5 business days from the date of approval.

The time taken for the amount to reflect in the customer's account may vary depending on the bank, payment gateway, or other payment service provider.

6. Order Cancellation

Customers may request cancellation within 12 hours of placing an order by contacting us on WhatsApp at +91 9458441366 and providing their order ID.

After 12 hours, cancellation may not be possible if we have already started production, sourcing materials, customisation, packaging, or dispatch preparation.

For customised, personalised, bulk, or made-to-order products, cancellation may be restricted once production or preparation has commenced.

7. Cancellation by Candaline Studio

We reserve the right to cancel an order in circumstances including, but not limited to:

  • Product or material unavailability
  • Payment-related issues
  • Incorrect or incomplete delivery information
  • Suspected fraudulent activity
  • Production or operational issues
  • Incorrect pricing or product listing information
  • Unserviceable delivery locations
  • Circumstances beyond our reasonable control

If a prepaid order is cancelled by us, the applicable refund will generally be initiated within 2–5 business days. The time taken for the refund to reach the customer's account will depend on the relevant payment provider or bank.

8. Important Note

By placing an order with Candaline Studio, customers acknowledge and agree to the terms of this Returns, Refunds & Cancellation Policy.

As our products are handmade, minor variations in colour, finish, texture, fragrance, shape, or appearance may occur from one piece to another. Such natural variations are a characteristic of handmade products and will not ordinarily be considered defects.