Refund, Return, Replacement & Cancellation Policy

Last updated: 22 September 2026

At The Candle Diary, every order is packed with care. Because candles are delicate, handcrafted products, slight variations may naturally occur. However, if your order arrives damaged, defective, incorrect or materially different from its description, we will work with you to resolve the issue fairly.

This Policy applies to purchases made through https://thecandlediary.com/.

1. Return Request Period

You may submit an eligible return, replacement or refund request within 7 calendar days from the date of delivery.

For products received damaged, broken, melted in transit, leaking, defective, incomplete or incorrect, please contact us as soon as possible—preferably within 48 hours of delivery—so that we can investigate the issue promptly.

Requests submitted after 7 calendar days may not be accepted unless required under applicable law.

2. Products Eligible for Return or Replacement

A product may be eligible for a return, replacement or refund if:

• It was damaged or broken during delivery.
• It arrived melted, leaking or unusable because of transit conditions.
• It has a manufacturing defect.
• You received a different product, fragrance, colour, size or quantity from what was ordered.
• An item or component is missing from the order.
• The product is materially different from its description or advertised features.
• The product is unused and unlit, remains in its original condition and packaging, and an eligible change-of-mind return is requested within 7 days.

Eligibility will be assessed after reviewing the information and evidence provided with your request.

3. Conditions for an Eligible Return

Unless the product was damaged, defective or incorrect upon delivery, it must:

• Be unused, unlit and unaltered.
• Have an untrimmed wick.
• Be in its original condition.
• Include its original box, wrapping, labels and accessories.
• Be returned with all items supplied as part of a set or gift box.
• Be accompanied by the order number or other proof of purchase.
• Be securely packed to prevent damage during return shipping.

For sealed or packaged products, the seal or protective packaging should remain intact for a change-of-mind return.

The Candle Diary may decline a return if the product has been used, lit, modified, damaged after delivery or returned without its original components.

4. Handmade Product Variations

Many of our candles are handcrafted or produced in small batches. Minor variations may occur in:

• Colour and shade.
• Wax texture and finish.
• Placement of decorative elements.
• Shape and dimensions.
• Surface marks, frosting or small bubbles.
• Fragrance intensity.
• Appearance compared with a digital screen.

These natural variations make each candle individual and will not ordinarily be treated as defects.

We make reasonable efforts to display product images and descriptions accurately. If the product is materially different from what was advertised, please contact us for assistance.

5. Fragrance Preference

Fragrance is subjective and may be experienced differently by each person.

An opened, used or lit candle cannot ordinarily be returned solely because:

• You do not like the fragrance.
• The fragrance is stronger or lighter than expected.
• The fragrance smells different from how you imagined it.
• The fragrance interacts differently with your room or surroundings.

An unused and unlit standard product may still qualify for a change-of-mind return if all other return conditions are satisfied.

6. Non-Returnable Products

The following products cannot ordinarily be returned for change-of-mind reasons:

• Candles that have been lit or used.
• Candles with trimmed, burnt or altered wicks.
• Products that have been melted, scratched, broken or damaged after delivery.
• Products damaged because of improper storage, exposure to excessive heat or failure to follow care instructions.
• Personalized, engraved, monogrammed or made-to-order products.
• Custom fragrance, colour or design orders.
• Gift cards, vouchers or store credits.
• Clearance or final-sale products clearly marked as non-returnable.
• Individual items removed from a set, bundle or gift box.
• Products returned without their original packaging or supplied accessories.
• Products purchased from another seller, marketplace or physical retailer.

These exclusions do not apply where a product is defective, damaged on arrival, incorrect, spurious, materially misrepresented or otherwise required to be accepted under applicable law.

7. How to Request a Return or Replacement

To submit a request, email shop@thecandlediary.com with:

• Your full name.
• Order number.
• Registered telephone number or email address.
• Name of the affected product.
• A clear description of the issue.
• Clear photographs of the product.
• Photographs of the outer and inner packaging.
• A short video, where reasonably required to demonstrate damage or a defect.

Please retain the product, shipping box, labels and packaging until your request has been resolved.

We may request additional information if reasonably necessary to investigate the claim.

8. Return Authorization

Do not return a product before receiving confirmation and return instructions from The Candle Diary.

Products sent without authorization may be delayed, refused or returned to the sender.

Once a return is approved, we will provide instructions regarding:

• The return address.
• Courier arrangements, where applicable.
• Packing requirements.
• Any reference number that should be included with the parcel.

Approval of a return request does not automatically guarantee a refund. The returned product may be inspected before the final resolution is confirmed.

9. Return Shipping Costs

Damaged, defective or incorrect products

Where we confirm that a product was damaged in transit, defective, incorrect or materially different from what was ordered, The Candle Diary will:

• Arrange return pickup where reasonably available; or
• Reimburse reasonable return-shipping costs where agreed in advance; or
• Provide another appropriate resolution without requiring a physical return.

Change-of-mind returns

For an approved return that is not related to damage, defect or an incorrect product:

• The customer is responsible for return-shipping costs.
• Original shipping charges, if paid, are non-refundable.
• The product should be sent using a trackable courier service.
• The customer is responsible for safe packaging until the parcel reaches us.

We cannot guarantee receipt of a return sent through an untracked shipping method.

10. Inspection of Returned Products

After receiving the returned product, we will inspect it to confirm:

• Its condition.
• Whether it has been used or lit.
• Whether all parts and packaging are present.
• Whether the reported defect or damage is visible.
• Whether it meets the eligibility requirements in this Policy.

We will notify you after the inspection and confirm whether a replacement, refund, store credit or other remedy has been approved.

If a returned product does not meet the return conditions, we may decline the refund and offer to send the product back to you at your cost, where appropriate.

11. Replacements

Where a replacement is approved:

• We will normally replace the affected product with the same item.
• Replacements are subject to stock availability.
• The replacement will be sent to the original delivery address unless another arrangement is approved before dispatch.
• If the same product is unavailable, we may offer a comparable product, store credit or refund.

Replacement products are subject to the same care and safety instructions as the original product.

12. Refunds

Once an eligible refund is approved, it will normally be initiated within 5 to 7 working days.

Refunds will generally be issued to the original payment method.

The final time required for the amount to appear in your account will depend on your bank, card issuer, UPI provider or payment gateway and may take additional working days.

For Cash on Delivery orders, where this payment option is available, an approved refund may be processed through bank transfer, UPI or another agreed method. You may be asked to provide accurate payment details for this purpose.

The Candle Diary will not be responsible for delays caused by incorrect refund details supplied by the customer or by the processing time of a bank or payment provider.

13. Refund Amount

For an approved return, the refund may include the amount paid for the eligible returned product.

The following may not be refundable for a non-defective change-of-mind return:

• Original delivery charges, if any.
• Return-shipping costs.
• Gift-wrapping charges already used.
• Expedited or special-delivery fees.
• Discounts or promotional benefits not separately paid for.

Where an order was purchased using a coupon or discount, the refund will be based on the actual amount paid for the returned item.

If returning an item causes the remaining order to fall below the qualifying amount for a promotion, bundle discount or free gift, the corresponding benefit may be adjusted where clearly disclosed and legally permitted.

14. Sale and Promotional Products

Sale or promotional products remain eligible for a remedy if they are defective, damaged, incorrect or materially different from their description.

A product clearly marked “Final Sale” or “Non-Returnable” may not be returned merely because of a change of mind.

Any refund will be limited to the amount actually paid after discounts.

15. Gift Sets, Bundles and Free Gifts

A gift set or bundle must ordinarily be returned as a complete set, including:

• All products.
• Boxes and packaging.
• Accessories.
• Complimentary items.
• Promotional gifts supplied with the order.

If only one item in a set is damaged or defective, we may replace or refund that individual item where reasonably possible.

Refunds for gift orders will normally be issued to the original purchaser and original payment method.

16. Order Cancellations

To request cancellation, contact us as soon as possible at shop@thecandlediary.com or +91 90990 13806.

Before dispatch

If the order has not entered processing or been dispatched, we will make reasonable efforts to cancel it and issue a full refund.

After dispatch

Once an order has been dispatched, it may not be possible to cancel it. You may submit an eligible return request after delivery in accordance with this Policy.

Customized or personalized orders may not be cancelled once production has started.

No cancellation fee will be charged unless such a charge has been clearly disclosed and is permitted under applicable law.

17. Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address and an available contact number.

If an order is returned to us because of:

• An incorrect or incomplete address.
• Repeated unsuccessful delivery attempts.
• The recipient being unavailable.
• Refusal to accept the parcel without a valid product-related reason.

We may offer re-dispatch after the applicable shipping charge is paid.

If a refund is requested, actual shipping or return-to-origin charges may be deducted where permitted by law and communicated to the customer.

18. Lost or Undelivered Orders

If tracking shows an unusual delay or your parcel has not been delivered within a reasonable period after the estimated delivery date, contact us with your order number.

We will raise an investigation with the courier partner.

If the courier confirms that the parcel has been lost, we will offer an appropriate replacement or refund.

Where delivery is materially later than the stated schedule for reasons not caused by the customer or a force-majeure event, remedies will be provided in accordance with applicable law.

19. Late or Missing Refunds

If an approved refund has not appeared after the expected processing period:

1. Check the relevant bank, card or UPI account again.
2. Contact your bank or payment provider, as posting times may vary.
3. Contact us at shop@thecandlediary.com with your order number and refund confirmation.

We will assist by providing available transaction or refund-reference details.

20. Products Purchased Elsewhere

This Policy applies only to orders placed directly through https://thecandlediary.com/.

For a product purchased through a marketplace, reseller or physical retailer, please contact the original seller and follow the return policy applicable to that purchase.

21. Consumer Rights

Nothing in this Policy limits any mandatory rights or remedies available under applicable consumer-protection law.

A return, replacement or refund will not be refused where the product is defective, deficient, spurious, incorrect, materially different from its advertised characteristics or otherwise required to be accepted under applicable law.

22. Contact and Grievance Redressal

For return, refund, cancellation or replacement assistance, contact:

Email: shop@thecandlediary.com
Phone: +91 90990 13806
Support hours: 10:00 AM to 6:00 PM

Return and correspondence address:
The Candle Diary
21-A, Vijaydeep Society
Sai Mandir, Juno Kosad Road
Kosad, Surat – 394107
Gujarat, India

Consumer complaints will be acknowledged within 48 hours and addressed within one month, or within another period required under applicable law.