Refund & Return Policy
This policy applies to all purchases made from our store.
We take great care in making and packing our handmade candles. Due to the artisanal and fragile nature of our products, all sales are considered final, except in genuine cases of damage or incorrect delivery as defined below.
By placing an order, the customer acknowledges and agrees to this policy.
1. No Return for Change of Mind
We do not accept returns, refunds, or exchanges for reasons such as:
Change of mind
Preference of fragrance, colour, or design
Minor aesthetic variations typical of handmade products
Each candle is handmade, and slight variations are natural and not considered defects.
2. Eligible Claims (Damage or Wrong Product Only)
A request for replacement or resolution may only be considered if:
The product is received in a completely broken or severely damaged condition, making it unusable
(minor chips, surface cracks, small scratches, or cosmetic imperfections are not covered)
OR the customer has received a wrong product
3. Mandatory Proof Requirement
To protect both the customer and our business from transit or handling disputes:
A continuous unboxing video is mandatory
The video must be recorded at the time of delivery and should ideally include the delivery package being opened immediately upon receipt
The video must clearly show:
- The sealed outer packaging before opening
- The full unboxing process without cuts, edits, or pauses
- The condition of the product immediately upon opening
Claims without valid and complete video evidence will not be eligible for review.
4. 24-Hour Reporting Window
All claims for damage or incorrect items must be reported within 24 hours of delivery.
Requests raised after 24 hours will not be eligible for review, as delays make it difficult to verify shipping or handling conditions.
5. Review & Resolution Process
All valid claims will be reviewed individually on a case-by-case basis.
If approved after verification, we may offer:
Replacement of the product, or
Suitable resolution as determined by the company
The final decision will be made after assessing the evidence provided.
6. Important Notes
Handmade products may have slight variations in colour, texture, or finish. These are not defects.
Damage caused after delivery, mishandling, or improper storage is not covered.
Claims without sufficient proof cannot be processed.
This policy is designed in good faith, in line with standard e-commerce practices and applicable consumer protection principles in India, ensuring fairness to both customer and seller.
7. Contact
For any order-related concerns, please contact us at: contact@glowsyrah.com
