Return & Refund Policy
Last Updated: 8 September 2026
At WickMoon, every candle and gift is carefully prepared and packed before dispatch. We want your order to reach you safely and meet the quality standards you expect from us.
This Return & Refund Policy explains when an order may be eligible for a return, replacement, cancellation, or refund and how you can submit a request.
Please read this policy carefully before placing an order on the WickMoon website.
1. Return Eligibility
Due to the nature of candles, fragrance products, decorative products, personalized items, and gifting products, we generally do not accept returns or exchanges simply because of a change of mind, fragrance preference, or personal preference.
However, you may be eligible for a replacement, refund, or other appropriate resolution if:
- You received a damaged or broken product.
- The product arrived significantly melted or deformed and is unusable.
- You received the wrong product.
- An item is missing from your order.
- The product has a material manufacturing defect.
- The product received is materially different from the product ordered.
Any rights available to you under applicable consumer protection laws remain unaffected by this policy.
2. Reporting a Damaged, Defective, Incorrect or Missing Product
If your order arrives damaged, defective, incorrect, incomplete, or significantly melted during transit, please contact WickMoon within 48 hours of delivery.
You can contact us at: care@wickmoon.com or WhatsApp us at +91 96162 58648.
Please provide the following information:
- Your order number.
- Your full name and registered mobile number.
- A brief description of the issue.
- Clear photographs of the affected product.
- Photographs of the outer shipping packaging.
- Photographs of the inner packaging.
- A photograph of the shipping label, where available.
- A clear video showing the issue, where reasonably required for verification.
Please keep the product, original box, labels, accessories, and shipping packaging until your request has been reviewed.
3. Verification of Claims
After receiving your request, our team will review the information and supporting evidence provided.
Depending on the nature of the issue, we may request additional photographs, videos, order information, or other reasonable evidence necessary to verify the claim.
Once the claim has been verified, we may offer an appropriate resolution, which may include:
- Replacement of the affected product.
- Replacement of the missing or incorrect item.
- A full refund where appropriate.
- A partial refund where only part of an order is affected.
- Another mutually appropriate resolution.
4. Non-Returnable Products
Unless the product is damaged, defective, incorrect, or otherwise required to be accepted under applicable law, the following products are generally not eligible for return or exchange:
- Used or burned candles.
- Products that have been altered or damaged after delivery.
- Personalized or customized candles.
- Made-to-order products.
- Customized gift boxes.
- Wedding or event gifting products made specifically for an order.
- Corporate gifting products customized for a customer.
- Products purchased as part of certain clearance or final-sale promotions where clearly disclosed.
- Products returned without their original packaging where the packaging is reasonably required to verify or safely return the product.
5. Change of Mind
We generally do not accept returns or provide refunds because a customer changes their mind after receiving the product.
We encourage you to carefully review product photographs, descriptions, dimensions, fragrance notes, colors, quantities, and other information before completing your purchase.
6. Fragrance Preference
Fragrance perception is personal and may vary from one person to another. A fragrance that feels strong, light, sweet, woody, floral, fresh, or otherwise different from your personal expectation is not by itself considered a product defect.
Therefore, products generally cannot be returned solely because you do not personally prefer the fragrance, provided the correct product was supplied and it is not defective.
7. Handmade and Natural Variations
Some WickMoon candles may be handcrafted or produced in small batches. Minor variations in color, finish, wax texture, surface appearance, fragrance intensity, decorative placement, or shape may naturally occur.
Wax products may also occasionally develop characteristics such as minor frosting, small air bubbles, slight discoloration, surface imperfections, or other cosmetic variations.
Such minor variations that do not materially affect the intended use or quality of the product are generally not considered defects.
8. Heat and Transit-Related Wax Changes
Candles are temperature-sensitive products. Exposure to high temperatures during transportation may occasionally cause minor sweating, softening, frosting, or surface changes.
Minor cosmetic changes that do not materially affect the product’s intended use may not qualify as damage.
However, if your candle arrives significantly melted, broken, severely deformed, or otherwise unusable, please report the issue within 48 hours of delivery.
9. Personalized and Customized Products
Personalized, customized, and made-to-order products are created specifically according to the information supplied by the customer and therefore generally cannot be returned or exchanged after production has begun.
Customers are responsible for checking names, spellings, dates, messages, fragrance selections, colors, quantities, and other customization details before confirming the order.
If WickMoon makes an error in the personalization or customization compared with the confirmed order details, please contact us within 48 hours of delivery so that we can review the issue.
10. Gift Sets and Bundles
If a product within a gift set or bundle arrives damaged, defective, incorrect, or missing, please contact us within 48 hours of delivery.
Depending on the circumstances, WickMoon may replace or refund the affected component rather than the entire gift set or bundle where appropriate.
11. Return Process
Please do not send a product back to WickMoon without first contacting our Customer Care team.
If a physical return is required after your claim has been reviewed, we will provide you with the applicable return instructions.
Where eligible and operationally available, WickMoon may arrange a reverse pickup through a courier partner.
If reverse pickup is unavailable for your PIN code, our team will inform you about the available return procedure.
12. Condition of Returned Products
Where a return has been authorized, the product should generally be returned in substantially the same condition in which it was received, together with the original packaging and included accessories or components, unless this is not reasonably possible because of the defect or transit damage itself.
Products should not be used, burned, intentionally damaged, or altered before being returned.
13. Replacement
If your claim is approved for replacement, WickMoon will arrange for an eligible replacement product to be dispatched, subject to product availability.
If the same product is unavailable, we may offer an alternative product, store credit, or refund, as appropriate and subject to your agreement where required.
Replacement delivery timelines may vary depending on product availability, destination, and courier serviceability.
14. Refunds
If a refund is approved, it will generally be processed using the original payment method wherever reasonably possible.
WickMoon aims to initiate approved refunds within 5–7 business days after the refund has been approved and, where applicable, the returned product has been received and verified.
After the refund is initiated, the time required for the amount to appear in your bank account, card, UPI account, wallet, or other payment method may depend on the payment gateway, bank, or financial institution.
15. Refunds for Cash on Delivery Orders
Where Cash on Delivery (COD) is available and a COD order becomes eligible for a refund, we may request appropriate bank account or UPI details from the customer for processing the refund.
Customers should only provide refund information through communication channels officially provided by WickMoon.
16. Shipping Charges and Refunds
Where a return or refund is approved because WickMoon supplied an incorrect, defective, or materially damaged product, applicable shipping charges may also be refunded or borne by WickMoon as appropriate.
Original shipping charges may otherwise be non-refundable where permitted by applicable law.
17. Order Cancellation Before Dispatch
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will try to accommodate cancellation requests received before the order has been processed or dispatched.
Once an order has been dispatched, cancellation may not be possible.
18. Cancellation of Personalized or Made-to-Order Products
Personalized, customized, bulk, corporate, wedding, and made-to-order products may not be eligible for cancellation once production, personalization, or procurement has begun.
Any specific cancellation terms communicated at the time of confirming a custom or bulk order will also apply.
19. Order Cancellation by WickMoon
In rare circumstances, WickMoon may need to cancel an order due to:
- Product unavailability.
- Payment verification failure.
- Incorrect pricing or technical errors.
- Courier or location serviceability issues.
- Suspected fraudulent or unauthorized transactions.
- Incorrect or incomplete order information.
- Other circumstances that make fulfilment reasonably impossible.
If WickMoon cancels a prepaid order after payment has been successfully received, the applicable amount paid for the cancelled order will be refunded.
20. Refused or Undelivered Orders
If an order is refused at delivery or returned to WickMoon because of an incorrect address, unavailable recipient, repeated failed delivery attempts, or other customer-related delivery issues, it may be treated as a Returned to Origin (RTO) shipment.
Reshipping or refund eligibility for such orders will be determined based on the circumstances, shipping costs incurred, product condition, and applicable law.
21. Sale and Promotional Products
Products purchased during sales or promotional campaigns remain eligible for remedies where they are damaged, defective, incorrect, or otherwise required under applicable law.
However, products specifically identified as clearance or final-sale items may not be eligible for change-of-mind returns or exchanges where such restrictions are clearly disclosed before purchase and permitted under applicable law.
22. Refund Processing Delays
If WickMoon confirms that a refund has been initiated but you have not received it within the expected banking timeline, please first check with your bank or payment provider.
If the issue continues, contact us at care@wickmoon.com with your order details so we can assist you.
23. Policy Abuse and Fraudulent Claims
WickMoon reserves the right, subject to applicable law, to reject claims that are reasonably determined to be fraudulent, intentionally misleading, abusive, or based on products that have been deliberately damaged or misused after delivery.
This provision does not affect legitimate customer rights relating to genuinely damaged, defective, incorrect, or otherwise non-conforming products.
24. Changes to This Policy
WickMoon may update this Return & Refund Policy periodically to reflect changes in our products, operations, shipping arrangements, customer-service procedures, or applicable requirements.
Any updated version will be published on this page with a revised “Last Updated” date.
25. Contact Us
For cancellation, return, replacement, refund, damaged-product, or incorrect-order enquiries, please contact:
WickMoon
199, Sahodarpur (West), Station,
Pratapgarh – Prayagraj Rd,
Pure Ishwarnath,
Uttar Pradesh – 230001,
India
Email: care@wickmoon.com
Phone / WhatsApp: +91 96162 58648