Refund policy

Return & Refund Policy

At Velaqi, we take great pride in the artisanal quality of our handcrafted candles. Since our products are fragile and consumable, we have established the following policy to ensure a fair and transparent experience for our customers.

1. Returns & Exchanges

• Consumable Nature: Due to the nature of our products, used candles cannot be returned or exchanged.

• Damaged During Transit: We take extra care in packaging, but if your candle arrives broken or damaged, we will replace it or offer a refund.

• Incorrect Items: If you receive a different scent or product than what you ordered, we will arrange a replacement at no extra cost.

2. Reporting a Problem (The 48-Hour Rule)

• Any damage or discrepancy must be reported within 48 hours of delivery.

• Mandatory Requirement: To process a claim for a broken jar or damaged candle, you must email us at info@velaqi.com or WhatsApp us at +91 9217801009 with the following:

  1. Your Order Number.

  2. High-resolution photos or a short video of the damaged product and the original packaging.

3. Refunds

• Approved Claims: Once your damage claim is approved, we will initiate a refund to your original payment method.

• Timeline: Refunds typically reflect in your bank account within 5–7 business days, depending on your bank's processing time.

• Shipping Costs: Original shipping charges are non-refundable.

4. Cancellations

• You can cancel your order within 12 hours of placing it, or before it has been dispatched (whichever is earlier).

• Once the order is handed over to our courier partner (Shiprocket), it cannot be cancelled.

5. Non-Returnable Situations

We cannot accept returns or offer refunds in the following cases:

• The candle has been lit or used.

• The original packaging is missing.

• The return is requested after 48 hours of delivery.

• Variations in finish: Since our candles are handcrafted, minor surface imperfections or slight color variations are natural and not considered defects.