Refund and Returns Policy
Effective Date: October 27, 2024
Website: https://theolfcandles.in
At The Olf Candles, we are committed to ensuring customer satisfaction and a smooth shopping experience. While we strive to deliver the best products, there may be instances where you need to return, exchange, or cancel an item. This policy outlines the conditions under which refunds, returns, and exchanges will be processed.
1. DEFINITIONS
- “We,” “Us,” “Our” refer to The Olf Candles, the owner and operator of this website.
- “You” or “Customer” refers to the person purchasing or using any products or services from The Olf Candles.
- “Product(s)” refers to the handcrafted soy wax candles and any other items sold on The Olf Candles website.
- “Customized Product(s)” refers to any product where the label or other properties of the candle or its packaging have been modified as per the customer’s specifications. This does not include product bundles where customers mix and match items unless additional customization is applied. Any product bundle with customization will also be treated as a Customized Product.
- “Standard Product(s)” refers to non-customized, ready-made products available for purchase on the website.
2. SCOPE OF POLICY
This Refund and Returns Policy applies to all purchases made on https://theolfcandles.in. By purchasing from our website, you agree to this policy. Please read the terms carefully to understand the circumstances under which returns, refunds, and exchanges may apply.
3. PAYMENT ISSUES
3.1. Order Not Confirmed But Payment Deducted
In the event that your payment is deducted but your order is not confirmed, please notify us immediately at orders@theolfcandles.in. If the order cannot be confirmed, a full refund will be processed within 5-8 business days to your original payment method.
4. SHIPPING POLICY
For a detailed description of our shipping procedures and conditions, please visit our Shipping Policy page: https://theolfcandles.in/shipping-policy.
4.1. Shipping within India Only
We currently only ship to addresses within India. If an order is placed for delivery outside India, the order will be cancelled, and a full refund will be issued.
4.2. Non-Serviceable PIN Codes
If the shipping PIN code you provide is not serviceable, the order will be cancelled, and a full refund will be issued to your original payment method.
5. DAMAGED ITEMS
If you receive an item in a damaged condition, you are entitled to a full replacement of the same product. The replacement will include any customizations applied to the original product, and no changes to the customization will be entertained.
To initiate a replacement request, please follow these steps:
- Notify us within 48 hours of receiving the item at orders@theolfcandles.in.
- Provide clear pictures or videos of the package as it was received, including the packaging before and during the opening process.
- We may require you to return the damaged product along with all original packaging materials. The replacement will only be shipped after the damaged product is received and inspected.
6. WRONG PRODUCT RECEIVED
If you receive the wrong product, we will exchange it for the correct product once the incorrect item is returned to us in its original packaging. We will arrange for reverse shipping. If the correct product is unavailable, a full refund will be issued.
Please contact us at orders@theolfcandles.in with your order ID to arrange for the return and replacement.
7. CANCELLATION POLICY
7.1. Cancellation of Standard Products
Orders containing non-customized, standard products may be cancelled anytime before the shipment is booked. A full refund will be issued in such cases.
To cancel your order, visit the Orders section in your account or contact us at orders@theolfcandles.in with your order ID.
7.2. Cancellation of Customized Products
Orders containing customized products cannot be cancelled once the order moves to processing. No refund will be issued once the customization process has started.
8. UNDELIVERED PRODUCTS
If a product cannot be delivered, the following conditions apply:
- If delivery failure is caused by us or our shipping partner (e.g., logistics issues, incorrect handling), you will receive a full refund of the order amount.
- If delivery failure is caused by the customer (e.g., incorrect or incomplete address, customer unavailable to receive the product, or refusal of the package), shipping fees may be deducted from the refund depending on the cause of the delivery failure.
Please contact orders@theolfcandles.in to resolve any undelivered orders.
9. RETURN OF CORRECT ITEMS RECEIVED IN PROPER CONDITIONS
If you receive the correct product and are unsatisfied, you may return the item under the following conditions:
- The product must be returned within 7 days of receipt.
- The product must not have been used, lit, or otherwise altered.
- All original packaging must be intact.
For products returned in good condition, a reverse shipping charge will be deducted from the refund. The reverse shipping charge will be based on actual shipping costs.
We will arrange for the reverse shipping and pickup of the product. Once the product is received and inspected, a refund (minus reverse shipping charges) will be issued to your original payment method.
10. NO RETURNS OR REFUNDS ON CUSTOMIZED PRODUCTS
Customized products are non-returnable and non-refundable due to their personalized nature. Once processing has begun, the sale is considered final.
11. NO RETURNS OR REFUNDS ON USED CANDLES
Candles that have been lit, used, or altered in any way are not eligible for return or refund. For safety and hygiene reasons, we cannot accept returns on any used products.
12. REFUNDS FOR CASH ON DELIVERY (COD) ORDERS
If you placed a Cash on Delivery (COD) order, refunds will be processed via bank transfer. You will need to provide your bank account details through the email address registered with us when placing the order. Refunds for COD orders will be completed within 5-8 business days after receipt of your bank details.
Please contact orders@theolfcandles.in to initiate the refund process.
13. REFUND PROCESSING TIME
Refunds will typically be processed within 5-8 business days from the date of approval. Refunds will be credited to the original mode of payment.
If you do not see the refund after 8 business days, please contact us at orders@theolfcandles.in for assistance.
14. TRACKING AND MANAGING ORDERS
You can track and manage your orders through the Orders section on your account page. For additional assistance, contact us at orders@theolfcandles.in with your order ID.
15. FORCE MAJEURE
We are not liable for any failure to fulfill an order, ship a product, or process a refund due to circumstances beyond our control, including but not limited to natural disasters, strikes, pandemics, governmental regulations, or any other force majeure event. In such cases, delays or cancellations may occur, and we will make every effort to resolve the issue as soon as possible.
16. PRIVACY POLICY
All personal data collected during the order process is governed by our Privacy Policy. By using our website and services, you agree to the collection and use of your data as outlined in our Privacy Policy.
17. GENERAL PROVISIONS
17.1. Non-Transferable Rights: Your rights under this Refund and Returns Policy are non-transferable. Any attempt to assign your rights under this policy without our prior written consent will be void.
17.2. Amendments: We reserve the right to modify or update this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting to the website. It is your responsibility to review this policy periodically.
17.3. Severability: If any provision of this policy is found to be unenforceable, the remainder of the policy shall continue in full force and effect.
17.4. Waiver: Our failure to enforce any right or provision of this policy shall not be deemed a waiver of such right or provision.
18. CONTACT US
If you have any questions, concerns, or need further assistance regarding this Refund and Returns Policy, feel free to reach out to our support team:
Email: orders@theolfcandles.in
Website: https://theolfcandles.in
Address: Booth No. 115, 119 Old and 120 New, Ward No. 8, Clive House, Rastraguru Avenue, Opp. Shishu Udyan Children’s Park, Nager Bazar, Kolkata, West Bengal
We aim to respond to all inquiries within 2-3 business days.
This Refund and Returns Policy is designed to provide clarity on the terms under which refunds, returns, and exchanges will be processed. We recommend reviewing this policy carefully before making any purchases.