Refund policy

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Every order should feel safe and simple. Here is everything you need, in short.

Last updated October 2026

ShippingReturnsRefundsHelp

Shipping

Dispatch

• Orders ship within 1–2 business days after successful payment
• Weekend and public-holiday orders ship the next working day
• Every order is packed with protective cushioning, bubble wrap and a sturdy box, and ships through trusted courier partners

Delivery time

Counted from dispatch.

• Need it sooner? Message us and we will try to accommodate. Same-day delivery is available in Delhi/NCR for an extra charge that varies by location and availability
• Remote pincodes may take a few days longer, and weather, holidays, strikes or courier delays can also shift these timelines

Tracking

• Your tracking link arrives by email or WhatsApp as soon as your order ships
• Nothing after 3 business days? Message us

Shipping charges

• Free shipping applies automatically at checkout when your cart qualifies
• Otherwise, the charge is shown at checkout before you pay

Address and changes

• Please double-check your address, pincode and phone number
• Need to change your address or anything else in your order? Message us within 30 minutes of ordering
• Once an order ships, we cannot change it

Gifting and personalisation

• Want a gift message, gift wrapping or a hidden invoice? Message us on WhatsApp or email
• Want something personalised? Send us your request by email, WhatsApp or call. We will confirm what is possible and the timeline. Personalised and customised orders are non-returnable and non-refundable

Stuck or lost parcels

• Parcel stuck or lost? Message us with your order number and we will raise it with the courier
• Courier investigations usually take 7–15 working days
• Once the courier confirms it is lost, we refund your order
• We will keep you updated throughout

If delivery does not go through

• Please keep your phone reachable and your address complete so the courier can reach you
• If a parcel comes back to us because of an incorrect or incomplete address, refusal or repeated unavailability, we deduct the actual forward and return shipping charges and refund the rest, provided the product comes back in resellable condition
• If the product does not come back in resellable condition, no refund is issued

Outside India

• We currently ship within India only
• Ordering from abroad? Message us and we will decide timelines and charges together. Customs and import duties are the buyer's responsibility

Returns & exchanges

Damaged, wrong or tampered item

We want you to love what you receive. If something is not right, here is how we fix it.

1. Message us within 72 hours of deliveryOn WhatsApp +91 7011145443 or at radiatecandles24@gmail.com
2. Send three thingsYour order number, photos of the item and shipping label, and your unboxing video
3. We review it personallyIf it is verified, we resolve the affected item with a replacement or a refund

• Start recording before you open the package. If the outer box looks open or torn, show it in the video. It is the quickest way for us to verify
• Please do not send anything back unless we ask. We will guide you through any next steps
• Claims we cannot verify, such as missing proof or signs of use after delivery, may not be approved
• Gifted it? The person who received it can write to us with your name or order number

Good to know

• Candle not burning as it should (tunnelling, weak scent or wick trouble)? Send us your order number and photos. We will look into it personally
• Hand-poured means every candle is unique. Small variations in wax surface or colour are part of the charm and are not defects

What we cannot take back

• Change-of-mind returns and exchanges are not accepted, because scent is personal
• Used, burned or opened items cannot be returned
• Items bought during deals and sales are non-returnable
• Customised orders, including custom scents, are non-returnable and non-refundable
• The only exception is a verified damaged or wrong item, covered above
• Want a different product? Place a fresh order

Not sure before you buy?

• Message us on WhatsApp for live videos and photos
• Check customer reviews and photos on our Instagram highlights
• Read the fragrance description on each product page

Refunds & cancellations

Refunds

• Approved refunds go to your original payment method within 7–10 business days
• You will get a confirmation by email or WhatsApp once it is processed

Cancelling an order

• You can cancel before your order is dispatched. We often dispatch within 24 hours, so message us as soon as you place your order
• Once dispatched, an order cannot be cancelled

Keeping it fair

• Orders placed with false details may be declined
• To keep orders safe, we may confirm details with you before dispatching unusual or high-value orders
• Please write to us before raising a bank dispute. It is the fastest way to fix things, and we would always rather solve it with you

We may update this policy from time to time. The latest version is always on this page.

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