Returns, Exchanges & Refund Policy

At Kandle Stories, we want you to love every product you purchase. Because our candles are handcrafted with care, we follow a clear and fair policy for returns, exchanges, and refunds. Please read the guidelines below before placing your order.

🔁 1. Return & Exchange Eligibility

You may request a return or exchange within 3 days of receiving your order only if:

  • You received a damaged item

  • The wrong product was delivered

  • The product is defective or faulty

To qualify, the item must be:

  • Unused

  • In original condition

  • In original packaging

NOTE: Normal variations in handmade candles (small bubbles, slight color differences, minor shape variations) are not considered defects.

🕯️ 2. Items That Cannot Be Returned

The following items cannot be returned or exchanged:

  • Customized candles (names, colors, shapes, or personalized requests)

  • Candles damaged due to improper handling or burning

  • Products that have been used or altered

  • Items reported after 3 days of delivery

Customized products are made specially for you, so they are non-returnable and non-refundable unless damaged upon arrival.

📸 3. How to Request a Return or Exchange

To file a return or exchange request, contact us within 3 days and provide:

  1. Your order number

  2. Clear pictures or videos of the damaged/wrong item

  3. Details of the issue

Send your request to:
📧 kandlestories@gmail.com
📞 0300-3205650

Our team will review your case and respond within 24–48 hours.

🚚 4. Return Shipping

  • If the product you received is damaged or incorrect, Kandle Stories will cover the return shipping cost.

  • If the customer requests a return for reasons not related to damage or error, return shipping will be paid by the customer.

We will provide return instructions once your claim is approved.

💸 5. Refund Policy

Refunds are issued only in the following cases:

  • Damaged item received

  • Wrong product delivered

  • Order canceled before processing begins

Refund Method

Refunds will be processed through the original payment method or bank transfer.

Refund Time

Once approved, refunds typically take 3–7 working days depending on bank processing time.

Note: Cash on Delivery (COD) refunds may be issued via bank transfer or wallet transfer.

🔄 6. Exchange Policy

If eligible, you may exchange your product for:

  • The same item (undamaged version)

  • Another item of equal value

  • A different item by paying the price difference

Exchanges are processed after we receive and inspect the returned item.

⚠️ 7. Conditions That Void Return/Refund Eligibility

Your return or refund request may be refused if:

  • The product is used or burned

  • The product is damaged due to mishandling

  • Packaging is missing or broken

  • Photos/videos provided do not clearly show the issue

  • The request is sent after 3 days of delivery

📦 8. Important Note for Handmade Products

All Kandle Stories candles are hand-poured, so slight differences in:

  • Color tones

  • Shape

  • Texture

  • Fragrance strength

are natural and not considered defects.

📞 9. Contact Us

For returns, exchanges, or refund inquiries, please contact us:

📧 kandlestories@gmail.com
📞 0300-3205650
📍 Office No. 1, 2-L/A, 1st Floor, Gulberg III, Lahore