At Velvet Flame, we take great care in preparing and packaging every product to ensure that it reaches you safely and in perfect condition. If you receive a damaged, defective, incorrect, or incomplete order, we are here to help.

1. Return Eligibility

We accept returns or replacements only in the following situations:

  • The product was damaged during delivery.

  • You received a defective product.

  • You received a different product from what you ordered.

  • Your order is incomplete or contains a missing item.

  • The product received has a significant manufacturing defect.

For hygiene, safety, and product-quality reasons, returns are generally not accepted for products that have been used, burned, opened, or altered.

2. Products Not Eligible for Return

Returns or refunds will generally not be accepted in the following cases:

  • Change of mind after receiving the product.

  • The product has been used or burned.

  • The product has been damaged after delivery due to misuse or improper handling.

  • The product is returned without its original packaging where applicable.

  • Minor variations in color, fragrance, texture, or appearance that may naturally occur due to the handmade nature of certain products.

  • Damage caused by improper storage, excessive heat, moisture, or exposure to direct sunlight.

  • Return requests made after the applicable return period.

3. Return Request Period

You must contact us within 48 hours of delivery if you receive a damaged, defective, incorrect, or incomplete product.

To raise a return or replacement request, please contact us through our official contact details and provide:

  • Order number

  • Name and registered mobile number

  • Reason for return

  • Clear photographs of the product

  • Photographs of the outer packaging

  • Unboxing video, if available

An unboxing video is strongly recommended for damaged, missing, or incorrect orders and may help us process your claim faster.

4. Return Process

Once we receive your return request, our team will review the details and may request additional information, photographs, or videos.

If your request is approved:

  1. We will provide return instructions, where applicable.

  2. The product may need to be returned in its original packaging.

  3. We will inspect the returned product after receiving it.

  4. Depending on the situation, we may provide a replacement or refund.

Please do not send a product back without receiving return instructions from us.

5. Replacement

If the product is damaged, defective, or incorrectly delivered, we may offer a replacement subject to product availability.

If the same product is unavailable, we may offer an alternative resolution, including a refund where applicable.

Replacement products are subject to availability and quality inspection.

6. Refund Policy

Once your return or refund request has been approved, the refund will be processed to the original payment method used for the order, wherever possible.

Refund processing time may vary depending on the payment gateway, bank, or financial institution.

Depending on the circumstances, it may take approximately 5–10 business days after approval for the refunded amount to reflect in your account.

7. Shipping Charges

If the return is approved because the product was damaged, defective, incorrect, or incomplete due to an error on our part, Velvet Flame may bear the applicable return shipping cost.

For other situations where a return is approved, shipping charges may not be refundable.

8. Damaged Products

If your package appears damaged at the time of delivery, please take photographs or a video before opening the package.

If the product inside is damaged, contact us within 48 hours of delivery with photographs and supporting information.

Our team will review the case and determine the appropriate resolution.

9. Missing or Incorrect Items

If you receive an incorrect product or an item is missing from your order, please contact us within 48 hours of delivery.

Please provide your order number along with photographs of the received products and packaging.

After verification, we may arrange a replacement or refund for the affected item.

10. Order Cancellation

Orders can be cancelled only before they are shipped.

Once an order has been shipped, cancellation may not be possible.

If a cancellation is approved before shipment, the eligible refund will be processed to the original payment method.

11. Refused or Undelivered Orders

If an order is returned to us because the customer was unavailable, refused delivery, provided an incorrect address, or failed to accept the shipment, additional shipping or return charges may apply.

Any refund in such cases will be processed after deducting applicable shipping, return, or other charges, where applicable.

12. Exchange Policy

We do not generally offer exchanges for reasons such as change of mind, fragrance preference, color preference, or personal preference.

Exchanges or replacements may be offered for products that are damaged, defective, incorrect, or incomplete, subject to verification and availability.

13. Handmade and Product Variations

Some Velvet Flame products may be handmade or hand-finished. Therefore, slight variations in color, texture, finish, fragrance intensity, or appearance may naturally occur between individual products.

Such minor variations are not considered defects and may not qualify for return or refund.

14. Refund Exceptions

Refunds may be denied if:

  • The return request is submitted after the applicable return period.

  • The product has been used or burned.

  • The product has been damaged due to customer misuse.

  • The product returned is different from the product originally delivered.

  • The product is missing essential components or packaging where required.

  • The return does not meet the conditions mentioned in this policy.

15. Contact Us

For any return, replacement, cancellation, or refund-related queries, please contact us:

Velvet Flame
Website: https://velvetflame.in
Email: [Your Email Address]
Phone: [Your Phone Number]
Address: [Your Business Address]

Please mention your Order ID in all communications so that we can assist you quickly.

Velvet Flame
More than a candle. A feeling.