1 Overview & Eligibility for Returns

Every botanical soy wax candle, reed diffuser, and aromatic blend crafted at The Candlorre is hand-poured in micro-batches with meticulous care and inspected before dispatch. Due to the personal hygiene, artisanal nature, and fragile glass craftsmanship of luxury fragrance goods, returns or replacements are granted primarily in cases where:

• The product was damaged or broken during transit.
• There is an evident manufacturing defect (e.g., fractured glass vessel, detached wick mechanism, or diffuser leakage).
• An incorrect item or fragrance variant was delivered that does not match your order confirmation.

All return or replacement requests are evaluated on a case-by-case basis by our Customer Experience team after photographic/video verification, with the final decision resting with The Candlorre.

2 Reporting Window (Within 1 Days)

To be eligible for an investigation, replacement, or refund, customers must reach out to our Customer Experience team within 1 days (24 hours) of delivery as indicated by the courier tracking record.

3 Damaged or Broken in Transit

We take exceptional precautions packaging our artisanal glass jars with shock-absorbing, eco-friendly honeycomb paper cushioning. However, if your package arrives broken, shattered, or leaking:

• Do not discard the outer shipping carton, inner packaging, or broken product.
• Take 2–3 clear photographs and/or a brief unboxing video displaying the shipping label, exterior package condition, and the damaged candle or bottle.
• Send the visual proof along with your Order ID via WhatsApp at +91 9762831995 or email to support@thecandlorre.com.
• Upon verification, we will dispatch an expedited complimentary replacement or initiate a full refund.

4 Order Cancellation Policy

You may cancel an order placed on www.theCandlorre.com under the following conditions:

• Before Warehouse Dispatch: Orders can be cancelled on the same day they are placed by contacting our customer helpline or WhatsApp team before the parcel is packed and dispatched. If cancelled in time, a 100% full refund is issued to the original payment source immediately.
• After Dispatch: Once goods have been handed over to our express logistics partners (Bluedart, Delhivery), cancellations cannot be intercepted in transit. Customers can refuse delivery upon courier arrival. Once the parcel safely returns to our fulfillment center as RTO (Return to Origin) and is verified, a refund will be processed minus the outbound shipping and handling fee.

5 Non-Eligible & Used Products

Refunds or replacements will not be offered for:

• Candles that have been lit, burned, melted, or whose wick has been trimmed or altered.
• Fragrances or diffusers whose safety seals have been unsealed, opened, or partially consumed.
• Subjective olfactory preferences (e.g., personal fragrance taste differing from anticipation), as scents interact uniquely with individual sensory palates.
• Items purchased during final clearance archive sales or promotional complimentary gift tiers.

6 Refund Processing & Timelines

Once a return is received and verified at our atelier, or a transit refund is approved:

• Initiation: Refunds are initiated within 5 to 7 business days of approval.
• Reflected in Account: It typically takes an additional 5 to 10 business days for the refunded sum to reflect in your bank account, credit card, or UPI wallet, depending on your financial institution's processing cycles.
• Prepaid RTO Orders: For undelivered prepaid orders returning to origin, the refund timeline begins after the returned parcel is physically received and logged at our fulfillment facility.
• Cash on Delivery (COD) Orders: In case of an approved refund for an order paid via Cash on Delivery, the refund is processed via secure NEFT direct bank transfer or verified UPI handle upon confirmation of bank details.

7 Non-Refundable Charges

Shipping charges, Cash on Delivery (COD) convenience fees, and gift packaging fees are non-refundable unless the return or cancellation is due to an error attributable to The Candlorre (such as the delivery of a damaged, missing, or incorrect product).

8 Damaged or Tampered Packages Upon Delivery

If a package appears visibly damaged, crushed, leaking, opened, or resealed with generic tape upon delivery by the logistics executive, we strongly advise you to refuse delivery and request the courier partner to mark the shipment as "Damaged Parcel - Refused."

Immediately inform our Customer Experience team so we can promptly dispatch an expedited fresh replacement from our workshop.