Refund Policy

1 When You Can Request a Refund or Return

We want you to be happy with your order. Because many of our products are handcrafted, consumable, or made-to-order, returns and refunds are accepted only in the following cases:

• The product arrived damaged or defective.
• You received the wrong product.
• A manufacturing defect becomes apparent shortly after delivery.

Because every piece is handcrafted in small batches, slight variation from one item to the next - in colour, texture, scent intensity, or finish - is a natural part of handmade products, not a defect, and is not by itself valid grounds for a return or refund.

We are unfortunately unable to accept returns for reasons of personal preference (e.g. change of mind, ordered the wrong fragrance/size) once an order has been dispatched, except where required by applicable law.

2 Fragrance on Flame & Foam on Flora

• Because candles, soaps, and similar consumable/hygiene products cannot be resold once used, they must be unused and in their original packaging to be eligible for return.
• Report a damaged, defective, or incorrect item within 7 days of delivery, with clear photos of the product and packaging.
• Customized or made-to-order items are non-refundable unless they arrive defective.

3 Finesse of Fortune

• Report a damaged, defective, or incorrect item within 7 days of delivery, with an unboxing video and clear photos - this helps us verify and approve your request quickly.
• Products must be returned in their original condition, packaging, and with any Certificate of Authenticity provided.
• Custom-made, engraved, or made-to-order jewelry is non-refundable once production has begun, except where the item is defective.
• Corporate/bulk orders are non-refundable unless the products are defective.

4 How to Request a Return or Refund

• Contact us within 7 days of delivery (see Section 8) with your order number, a description of the issue, and supporting photos or an unboxing video.
• Our team will review your request, typically within 24-48 hours, and let you know whether it is approved.
• If approved, we will share return instructions. Please return the product in its original packaging using the method we specify.

5 Refund Timeline & Method

• Once your return is received and verified (or once a refund is approved without a physical return, e.g. for a cancelled or undelivered order), we'll email you asking where you'd like the refund sent - your original payment method or your Fragrance On Flame Wallet. Just click your preferred option right from that email; no need to log in or call us.
• Original payment method: refunded via our payment gateway (PayU, PhonePe, or Easebuzz) to the card, UPI ID, or bank account used at checkout, within 5-7 business days of initiation. Once initiated on our end, the exact time for the amount to reflect in your account depends on your bank or payment provider, and can occasionally take a little longer during banking delays outside our control.
• Fragrance On Flame Wallet: credited to your Wallet balance as soon as we process it - no bank or gateway wait involved. You can spend your Wallet balance, in full or in part, on any future order at checkout, and view your balance and full transaction history any time from your account's Wallet page.
• If we don't hear back from you on where you'd like it sent, we'll use our best judgment to get your refund to you as quickly as possible.
• Shipping charges are non-refundable, unless the return is due to an error on our part (wrong/damaged/defective item).

6 Replacement Instead of Refund

If you would prefer a replacement rather than a refund, let us know when you report the issue. Replacement requests are subject to product availability. If approved, a replacement item will typically be delivered within 10-15 business days.

7 Order Cancellations

If you cancel an order before it is processed/enters production (see our Cancellation Policy for the applicable window), any amount already paid is refunded per the timeline in Section 5 above.

8 Contact Information

For any queries regarding returns or refunds, please contact us at:

• Customer Support: +91 99938 11107
• Order & Shipping Queries: +91 79977 11107
• Email: fragranceonflame1@gmail.com
• Location: Guntur, Andhra Pradesh, India
• Support Hours: Monday - Saturday, 10 AM to 7 PM IST