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Return | Refund | Exchange policy

We want you to love our House of Gulnara candles. Since each product is hand-poured in small batches, slight variations in color, fragrance strength, or texture are natural and part of the handmade charm. At House of Gulnara, every candle is handcrafted with care, and we ensure it reaches you in perfect condition. However, if you face any issues, please refer to the policies below.


 Returns & Exchanges

1. We currently do not accept returns or exchanges for reasons of preference (fragrance, color, or size) due to the nature of our products.

2. Returns or exchanges are only accepted if the product you receive is damaged or defective.

3. Every House of Gulnara creation is handmade with care, and as such, we follow the preparation and dispatch timelines outlined in our Shipping Policy. If there is any urgency, first discuss it with us over a call; if we can prepare it, then only place your order with us. Since our products are shipped via surface courier, delivery timelines may vary depending on courier service availability and transit conditions in your area.

We partner with trusted courier services—including BlueDart, Delhivery, and Xpressbees—and ship via whichever service best serves your location to ensure your order reaches you safely and in the condition it deserves.

4. Once an order is placed and payment is confirmed, it cannot be cancelled under any circumstances.

Each House of Gulnara piece is thoughtfully handcrafted to order, and preparation begins soon after your payment is received. This allows us to maintain the quality and care every creation deserves, but it also means we're unable to accommodate cancellation requests once an order has been confirmed.

We'd encourage you to review your order details carefully before checkout. If you have any questions about a product before ordering, our team is always happy to help.


Important Notes

  • Each candle is handcrafted and unique. Slight variations in wax texture, colour, fragrance intensity, or finish are natural and not considered defects
  • Candles damaged due to misuse, mishandling, or melting after delivery are not eligible for return
  • Products returned without original packaging are not eligible
  • Products purchased during SALE or with a discount code are not eligible for return or exchange
  • Returns must be requested within 24 hours of delivery by messaging us on WhatsApp/email with clear photos and an unboxing video of the defect/damage
  • The return must be initiated strictly within 7 days of our response, with original packaging intact
  • Only one replacement is allowed per order


Damaged or Defective Products

1. If your order arrives damaged, you must:

  • Share a clear unboxing unedited full video + photos showing the issue.
  • Contact us via WhatsApp (+91 8777644249) or email (houseofgulnara@gmail.com) within 48 hours of delivery.
  • Once verified, we will arrange a replacement at no extra cost. If a replacement is unavailable, a refund or store credit will be offered.


Exchange / Credit Note

  • You can exchange the product for another item of equal or higher value (by paying the difference), or receive a credit note valid for 2 months
  • No refunds will be made for exchanges unless it is a genuine quality issue


Non-Returnable Items

1. Used candles, partially burned candles, or products without their original packaging.

2. Gift cards, sale items, and customized orders.


Refund Conditions

  • We do not encourage refunds, as each candle is handcrafted and we bear high packaging and shipping costs
  • If a product genuinely doesn't suit your space, return shipping must be arranged and paid for by the customer
  • Refunds (if applicable) will be processed within 7–10 business days once the returned item is received and verified
  • Shipping charges, if any, are non-refundable


Refund Timeline

  • Approved refunds will be processed within 7–10 business days to your original payment method.


Cancellation Policy

  • Orders can be cancelled only if they have not yet been dispatched from our premises
  • Once dispatched, cancellations are not accepted
  • In case of cancellation, no monetary refund will be made. Instead, a credit note (valid for 2 months) will be issued, or an exchange for a product of higher value can be done (with payment of the difference)
  • Delays in delivery due to unforeseen transit issues are not grounds for cancellation or refund



Exchanges

1. We only replace items if they are defective or damaged.

2. If you need to exchange a defective item for the same product, contact us within 48 hours of delivery with proof.

✨ Your satisfaction means the world to us. Every candle is made with care, and we are committed to resolving any genuine concerns quickly. We appreciate your understanding and thank you for supporting handcrafted luxury, made with love by House of Gulnara.