Last updated: 7^th August 2025
Applies to: Purchases made on http://divinocandles.com  and our official sales channels in India.

1) Overview

At Divino Candles, all candles are made and packed with care. Because candles are fragrance/hygiene-adjacent and heat-sensitive, all sales are final—we do not accept returns or issue refunds for change of mind, scent preferences, or normal variations (see §3).
This policy is consistent with common practice for hygiene/perfume/fragrance categories in India and is permitted so long as we honour your statutory rights for defective, damaged, misrepresented or wrong items (see §2). Under India’s Consumer Protection and E-Commerce framework, sellers cannot refuse returns/refunds when goods are defective, deficient, spurious, not as advertised, or delivered late (except force-majeure).

2) Exceptions required by law (we’ll replace or refund)

You’re protected by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If any of the below happens, contact us within 48 hours of delivery and we will replace (preferred) or refund if a replacement isn’t available:

• Damaged on arrival (shipping damage/leakage, cracked jar, broken lid).
• Defective product (e.g., wick missing, candle won’t light after proper trimming, severe tunnelling from manufacturing fault).
• Wrong/short item delivered compared to your order.
• Product not as advertised (variant/scent/weight mismatch).
• Expired goods (if applicable to that SKU).

Indian e-commerce rules specifically prohibit sellers from refusing returns or refunds in these scenarios.

3) What is not a defect (hand-poured candle norms)

The following natural characteristics are not defects and do not qualify for return/refund:

• Minor frosting/veining on soy wax.
• Small air bubbles or surface texture variations.
• Slight colour or scent throw variation between batches.
• Minimal wick offset that does not affect safe burning.
  These are typical of hand-poured candles and do not affect use when burned as per instructions.

4) How to report a damaged/defective/wrong item

Please email <info@divinocandles.com> or WhatsApp <+91-9560615844> within 4 hours of delivery with:

• Order number, unboxing photos of outer box & shipping label, and close-ups of the issue.
• A brief description of the problem; and
• The unused product in original packaging (keep it until we confirm next steps).
  We’ll acknowledge your complaint within 48 hours and aim to resolve it within 30 days as required under the E-Commerce Rules (see §8).

Note: An unboxing video/photo set helps us process courier claims faster, but it is not a rigid precondition to your statutory rights.

5) Resolution (replacement or refund)

• Replacement is our first course if stock is available.
• If a replacement isn’t available, we’ll refund the invoiced value to your original payment method.
• If only part of an order is affected, we’ll replace/refund that line item.
• Free gifts/promos associated with the affected SKU may need to be returned as applicable.

6) Pick-up & return logistics (for approved cases)

For approved defect/damage/incorrect items, we’ll arrange reverse pick up where serviceable. If reverse pickup isn’t available at your pin code, we may ask you to ship the item back; reasonable courier charges will be reimbursed against a receipt.

7) Cancellations

Orders can be cancelled until marked “Ready to Ship.” After dispatch, cancellations are not possible due to the perishable/fragile nature of candles and real-time courier handovers.

8) Grievance Redressal

Per the Consumer Protection (E-Commerce) Rules, 2020, we appoint a Grievance Officer.

·         Grievance Officer: Swarandeep Kaur

·         Email: info@divino_candles.com

·         Phone: +91-9560615844

·         Address: Plot No 70, Block D, Sector 80, Noida, Gautam Buddha Nagar, Uttar Pradesh, 201305

We will acknowledge your complaint within 48 hours and resolve it within one month of receipt.

9) Governing Law

This Policy is governed by the laws of India. Any disputes are subject to the courts at Noida, Uttar Pradesh, India.

10) Contact

Questions? Reach us at info@divinocandles.com or +91-9560615844 (Mon–Sat, 10:00–18:00 IST).

This policy does not affect your statutory rights under the Consumer Protection Act, 2019 and the E-Commerce Rules, 2020.

Divino Candles is division of A-to-Z Printers and Publishers Pvt. Ltd.