Return & Refund

Welcome to Cennedy Candle Works, an e-commerce platform selling handmade, hand-crafted candles worldwide through DHL and FedEx. Below are the details of our return and refund policy for both domestic and international buyers.

Shipping Information:

  • Shipping Partners: DHL, FedEx
  • Currencies Supported: EURO, GBP, INR, AUD, AED, CAD, USD, NZD (Based on geolocation)
  • No Cash on Delivery Service
  • Worldwide Shipping
  • Delivery Time: 7-10 working days

For Domestic Buyers (India Only):

We maintain a 7-day return/refund policy under the following conditions:

  1. Eligibility for Full Refund or Return:

    • You will be eligible for a full refund or return if we send:
      • A product different from what you ordered.
      • A broken or damaged product (applicable only for container-based candles).
        Note: A 10-minute unboxing video is required to initiate a claim.

  2. Refund Process:

    • The product must be in unused and undamaged condition.
    • Our delivery partner will pick up the product within 48 hours.
    • Upon inspection at our workshop, the refund will be initiated within 7-10 working days.

  3. Replacement Process:

    • For product replacement, keep the product in unused and undamaged condition.
    • Our delivery partner will pick up the product and deliver a new one.

  4. Non-Eligibility for Return/Refund:

    • If the product is used or the packaging box is damaged, return and refund policies do not apply.

  5. Products with No Refund Policy:

    • Plain, pillar, or dressed spell candles (sizes 3″-11″, without containers) are non-refundable unless you receive the wrong size or color. You can request a return or replacement but not a refund. A 10-minute unboxing video is required.

  6. Custom Design or Special Order Candles:

    • Our team will coordinate via video call during production. Once you approve the design, the product will be shipped.
    • If the product is damaged in transit, you can choose between:
      • A full refund, or
      • A free replacement without additional cost.

For International Buyers:

  1. Eligibility for Full Refund:

    • You are eligible for a full refund if the product is:
      • Damaged during transit.
      • Incorrect (e.g., ordered lavender fragrance but received sandalwood).
        Note: A 10-minute unboxing video is required for personal-use orders.

  2. Eligibility for Partial Refund:

    • If you order in bulk (e.g., a box of 30 spell candles) and receive some broken candles, you will be refunded for the broken items only. A 10-minute unboxing video is required.

  3. Non-Eligibility for Refund:

    • If the product is marked as delivered to your shipping address but you claim not to have received it.
    • If the order was placed using stolen card details or without your consent (you are responsible for protecting your financial information).

  4. Product Ordered by Mistake:

    • Before Shipping Label Creation: Eligible for a full refund.
    • After Shipping Label Creation (but before pickup): A $20 deduction will be applied to your refund.
    • After Pickup: No refund will be provided.

  5. Fraudulent Claims:

    • If you damage the product intentionally and create a fraudulent unboxing video, our shipping partner will investigate. If proven, no refund will be issued, and your account will be permanently banned from future orders.

  6. No Refund for Plain or Spell Candles without Containers:

    • Plain, pillar, taper, or dressed spell candles (sizes 3″-11″) are non-refundable unless the wrong size or color is delivered. A 10-minute unboxing video is required.

  7. Custom Design or Special Orders:

    • Our team will coordinate via video call during production. Once approved, the product will be shipped.
    • If damaged in transit, you may choose between:
      • A full refund, or
      • A free replacement (no extra payment required).

  8. Fragrance or Product Quality Issues:

    • If the fragrance or product quality does not meet your expectations, please order a smaller size or a testing pack before placing a large order. You can also read reviews from other customers to avoid any confusion.

Customs Duty for International Buyers:

  • Small Quantity Orders: No customs duty (except for Canada).
  • Commercial Shipments: Customs duty must be paid according to your country’s laws.

Shipping Costs:

  • Personal Use Orders: Free shipping.
  • Commercial Use Orders: Shipping costs apply.

For Commercial Buyers:

  • Refunds will be provided only if the product is wrong, broken ( More than 10%) , or damaged. For this case Only refund will be initiated for damaged/broken  products only .
  • A 10-minute unboxing video is required to initiate a claim.

Office Address: M88/203 SP Sukhobristi Housing Complex, Rajarhat Newtown, Kolkata 135, WB, India
WhatsApp Phone Number: +91-9748953778
Support Email ID: support@cennedy.com
Facebook Page: facebook.com/cennedycandleworks

For any questions or concerns, please feel free to reach out via WhatsApp, email, or Facebook. We are always happy to assist!