Refund Policy
A LEGAL DISCLAIMER
At Qandil Artistry, every order is carefully prepared and checked before it leaves our hands. Because many of our products are handcrafted, personal-care, consumable or hygiene-sensitive products, we follow a specific return and exchange policy.
REFUND POLICY - THE BASICS
1. Products Eligible for Return or Exchange
Returns or exchanges may be considered in the following situations:
You received the wrong product.
Your order arrived damaged.
A product is missing from your order.
The product received has a significant manufacturing or quality issue.
Please contact us within 48 hours of delivery if you experience any of the above issues.
A complete, continuous unboxing video is mandatory to validate any return, refund or exchange request. The video must clearly show the package before opening, the complete unboxing process and the product(s) received.
Requests submitted without a complete unboxing video may not be eligible for a return, refund or exchange.
2. Products That Cannot Generally Be Returned
For hygiene, safety and product-quality reasons, we generally do not accept returns or exchanges for:
Herbal teas once opened
Bath salts once opened
Foot soaks once opened
Cosmetic clays or botanical powders once opened
Essential oils once opened
Personal-care products once opened
Candles that have been used or burned
Products that have been damaged after delivery due to customer handling
Customised or personalised products
Gift hampers that have been opened or partially used
If a product arrives damaged, defective or incorrect, please contact us before using or discarding the product and provide the required unboxing video.
3. Damaged Products
If your order arrives damaged, please:
Record a complete, continuous unboxing video, starting with the sealed package and continuing until the product is fully unboxed.
Take clear photographs of the outer packaging and product.
Contact us within 48 hours of delivery.
Share your order number along with the unboxing video and relevant photographs.
The unboxing video is required to help us verify the condition of the package and product at the time of delivery.
Our team will review the submitted evidence and determine the appropriate resolution.
4. Wrong or Missing Product
If you receive an incorrect or incomplete order, please contact us within 48 hours of delivery.
A complete unboxing video is required for verification. After verification, we may arrange for the correct product to be shipped or provide another appropriate resolution.
5. Refunds
Where a refund is approved, the refund will generally be processed to the original payment method used for the purchase.
The time taken for the amount to reflect in your account may depend on the payment gateway, bank or financial institution.
Shipping charges, where applicable, may not be refundable unless the issue was caused by an error on our part.
6. Exchanges
Where an exchange is approved, the replacement product will be dispatched after the return/damage verification process has been completed.
Replacement availability will depend on stock.
7. Handmade Variations
Small variations in colour, texture, shape, botanical placement, fragrance intensity or finish may naturally occur because our products are handmade.
Such variations are part of the handcrafted character of Qandil products and do not automatically qualify as defects.
8. Change of Mind
We generally do not accept returns solely because a customer has changed their mind, selected the wrong product, does not prefer the fragrance or flavour, or no longer requires the product.
9. Contact Us
For any return, refund or exchange request, please contact us with your order number, complete unboxing video and relevant details.
Qandil Artistry
Handcrafted with care. Created for your rituals.