Refund policy

Return, Replacement & Refund Policy

Last Updated: October 2026

At Candle Studio, we take pride in offering beautifully designed candles and a shopping experience you can trust. Every order matters to us, and we want you to receive your products in excellent condition.

If something goes wrong with your order, we're here to help. Please read our Return, Replacement & Refund Policy below.

1. Our 10-Day Replacement Policy

We offer a 10-day replacement policy for products that arrive damaged, defective, incorrect, or incomplete.

If you experience any of these issues, please contact us within 10 calendar days from the date of delivery.

You may be eligible for a free replacement if:

  • Your product arrives damaged or broken.

  • You receive a defective or unusable product.

  • You receive a product different from what you ordered.

  • One or more items are missing from your order.

All replacement requests are subject to verification and approval.

Our 10-day replacement window does not limit any additional rights available to customers under applicable Indian consumer-protection laws.

2. How to Request a Replacement

To request a replacement, please email us at prinvoindia@gmail.com within 10 days of receiving your order.

Include the following details:

  1. Your order number.

  2. Your full name and registered contact details.

  3. A brief explanation of the issue.

  4. Clear photographs showing the damaged, defective, incorrect, or incomplete product.

  5. An unboxing video showing the package being opened and the condition of the items received.

We strongly recommend recording a continuous unboxing video from the moment you open your package.

An unboxing video helps our team verify the issue and process replacement requests more efficiently.

If you do not have an unboxing video, please contact us with any available photographs or supporting evidence. We will review genuine concerns fairly, and the absence of a video will not automatically invalidate a legitimate claim.

3. Replacement Verification & Approval

Once we receive your request, our team will review the information and supporting evidence provided.

We may contact you if additional details are needed.

After reviewing your request, we will inform you whether the replacement has been approved or whether another resolution is appropriate.

Approval depends on the nature of the issue, available evidence, and applicable consumer rights.

4. Free Replacement & Delivery

If your replacement request is approved, we will provide the replacement at no additional cost to you.

  • The replacement product will be provided free of charge.

  • Replacement shipping will be free.

  • You will not be charged an additional delivery fee for an approved replacement.

  • We aim to dispatch approved replacements within 5 business days after approval.

Business days exclude Sundays and applicable public or courier holidays.

Please note that the 5-business-day timeframe refers to dispatch, not guaranteed delivery. Actual delivery time may vary depending on your location and courier serviceability.

5. Return Pickup for Damaged or Incorrect Products

In some cases, we may need to collect the original product before or as part of the replacement process.

If a return is required:

  • We will arrange the return pickup through an available courier partner.

  • Return pickup will be completely free of charge.

  • We will communicate the pickup instructions to you.

  • Please retain the product and its packaging until the issue has been resolved or we advise otherwise.

If a return pickup is not required, we may send the approved replacement directly to your delivery address.

Customers should not independently ship products back without receiving instructions from our support team.

6. Items Not Eligible for Routine Return or Replacement

As our products include decorative candles and similar items, we do not offer routine returns or replacements for:

  • Change of mind after purchase.

  • Personal dislike of a colour, design, or style accurately represented in the product listing.

  • Products damaged through improper handling, misuse, or failure to follow applicable care instructions.

  • Products that have been burned, consumed, altered, or intentionally damaged after delivery, unless the complaint relates to a genuine product defect.

  • Minor handcrafted variations that were reasonably disclosed and do not constitute a defect or misrepresentation.

Important: These exclusions do not apply where a customer is entitled to a remedy under applicable law, including for defective, unsafe, damaged, incorrectly supplied, or materially misdescribed products.

7. Refund Policy

Candle Studio primarily offers replacements rather than refunds for eligible product issues.

However, refunds may be provided when:

  • An approved replacement is unavailable or out of stock.

  • We are unable to provide an appropriate replacement.

  • A refund is required under applicable Indian consumer-protection laws.

  • Another situation legally entitles the customer to a refund.

Where an eligible replacement cannot be provided, we will offer a refund for the affected product or order, as appropriate.

Refund Processing

Once a refund is approved, we will initiate it without unreasonable delay through the original payment method where possible, or another mutually agreed lawful method.

The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank, payment method, and applicable processing requirements.

For Cash on Delivery or Partial Cash on Delivery orders, we may request appropriate bank or payment details to process an approved refund securely.

We will communicate the refund status and relevant details to you.

No refund processing fees will be deducted from refunds required due to damaged, defective, incorrect, or otherwise non-conforming products.

8. Exchange Policy

We do not currently offer exchanges for personal preferences, including changes in colour, design, or product selection after delivery.

Exchanges or replacements are available for approved product issues covered under this Policy.

If you receive an incorrect or defective item, we will aim to provide the correct or equivalent replacement, subject to availability.

If an appropriate replacement is unavailable, we will offer a refund in accordance with this Policy.

9. Missing Items or Incomplete Orders

If your package arrives with one or more missing items, please contact us within 10 calendar days of delivery.

Include your order number and any available photographs or unboxing video.

After verification, we will arrange to send the missing item at no additional cost if the claim is approved.

If the missing item is unavailable, we will offer an appropriate refund for that item.

10. Return & Replacement Shipping Costs

For approved claims relating to damaged, defective, incorrect, or missing products:

  • Replacement product cost: FREE

  • Replacement shipping: FREE

  • Return pickup, if required: FREE

  • Additional handling fees: NONE

Customers will not be required to pay return or replacement shipping charges for these approved claims.

11. Orders Delayed or Not Delivered

If your order is significantly delayed, lost in transit, or not delivered, please contact us at prinvoindia@gmail.com.

We will review the shipment status and coordinate with our delivery partner.

Where a refund, replacement, or other remedy is required under applicable law, we will provide an appropriate resolution.

For general dispatch estimates and delivery information, please refer to our Shipping Policy.

12. Customer Support & Contact Information

If you need help with a replacement, refund, damaged product, or missing item, we're here to assist you.

Store Name: Candle Studio

Website: https://candlestudio.in

Customer Support Email: prinvoindia@gmail.com

To help us assist you efficiently, please include your order number and a brief description of your concern.

We will review all genuine customer complaints fairly and in accordance with applicable Indian consumer-protection requirements.

13. Your Consumer Rights

This Policy is intended to provide a clear and transparent customer service process.

Nothing in this Policy restricts or overrides your statutory rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.

Where applicable law provides a customer with additional remedies, including refunds or compensation, those rights will continue to apply regardless of the limitations stated in this Policy.

Thank You for Choosing Candle Studio! 🕯️

Your satisfaction and trust mean a great deal to us. We are committed to resolving genuine product concerns fairly and making your experience with Candle Studio a positive one.

Candle Studio — Crafted to Glow, Made to Remember.