At Dhaagastories (a brand by Potluck LLP), every candle is handcrafted in small batches. Please read this policy carefully before placing your order.
1. Our Philosophy
Because every candle is handmade and made-to-order, we do not accept returns for change of mind, dislike of colour or fragrance, or buyer’s remorse. What we do stand behind is the quality and condition of every product that reaches you.
2. When We Offer a Refund or Replacement
We offer a refund or replacement only in the following cases:
✅ Product arrived damaged or broken during transit ✅ You received a wrong product ✅ Order was never delivered (confirmed lost in transit)
3. What We Do Not Refund or Return
❌ Change of mind, dislike of colour, scent, or design ❌ Slight handmade variations in shape, layering, or finish (these are unique features, not defects) ❌ Customized, personalized, or bulk orders ❌ Damage caused after delivery (heat, sunlight, mishandling) ❌ Claims raised more than 48 hours after delivery
4. How to Raise a Claim
Email [email protected] within 48 hours of delivery with:
📷 Clear photos of the damaged product, packaging, and shipping box 🎥 An unboxing video (strongly preferred for damage claims) 📋 Your order number, registered email, and contact number
Keep the damaged product and packaging until your case is resolved. We will respond within 2–3 business days.
A small note: we ask for proof because every refund is a real cost to our small team. Genuine claims are always honoured. 🤍
5. Resolution
If your claim is approved, we offer one of the following:
- Replacement of the same product at no additional cost (preferred)
- Refund to your original payment method within 7–10 business days
- Store credit valid for 6 months on any future purchase
- Exchanges and Replacements products will be delivered with in 3-5 days.
Shipping charges are non-refundable, except for orders lost in transit or never dispatched.
6. Order Cancellation
- Before dispatch: Cancel within 6 hours of placing the order by emailing us. Full refund within 7–10 business days.
- After dispatch: Cancellations are not accepted.
- Customized & bulk orders: Cannot be cancelled once production has started.
7. International Orders
Refunds for international orders are handled case-by-case with photo/video proof required within 72 hours of delivery. Due to high return shipping costs, we typically offer partial/full refunds or replacements — original products are not returned.