Refund policy

Refund & Returns Policy

Last updated: May 2026

Every House of Essia product is handpoured in small batches in Bangalore and inspected before dispatch. We take quality seriously — but we also know that transit is unpredictable, and sometimes things go wrong. This policy is designed to be fair to you and honest about what we can and cannot accommodate.

1. Our General Policy

We accept return and refund requests only in specific circumstances listed in Section 2. We do not offer returns or refunds for change of mind, personal preference, or incorrect ordering.

This approach allows us to maintain responsible small-batch production, reduce product waste, and keep our pricing fair for everyone.

 

2. When We Accept Returns and Refunds

We will accept a claim and offer a refund or replacement in the following situations only:

✔  The product arrived physically damaged during transit

✔  The product has a manufacturing defect (e.g. tunnelling wick, cracked vessel, incorrect fragrance)

✔  An incorrect item was delivered (wrong product, wrong size, or wrong variant)

✔  An item was missing from your order

In all other situations, including candles that have been lit, partially used, or that you simply did not enjoy the scent of, we are unable to process a return or refund.

 

3. How to Raise a Claim

If your order falls under any of the eligible situations above, please follow these steps:

Step 1 — Notify us within 48 hours of delivery

Contact us at hello@houseofessia.in within 48 hours of receiving your order. Claims raised after 48 hours of delivery cannot be processed. Please include:

•  Your order number

•  A brief description of the issue

•  Clear photographs showing the damage, defect, or incorrect item

Step 2 — Share an unboxing video (mandatory for damage claims)

For claims involving transit damage, we require a clear, continuous unboxing video starting from the sealed package being opened. This helps us establish that the damage occurred in transit and not after delivery. Claims for transit damage submitted without an unboxing video cannot be processed.

⚠️  The unboxing video requirement protects both you and us. It ensures we can process your claim quickly and without dispute.

Step 3 — Wait for our response

Our team will review your claim within 2 business days of receiving your message and supporting evidence. We will write back to you with our decision and next steps.

 

4. What We Offer for Approved Claims

Once your claim is verified and approved, we will offer one of the following:

✔  A replacement of the same product — subject to availability

✔  A full refund to your original payment method — if a replacement is not available or not preferred

You will not be charged any additional shipping for replacements on approved claims.

 

5. Refund Timelines

For approved refund requests:

•  Refunds are processed within 7–10 business days from the date of approval

•  Once processed, it may take an additional 3–5 business days to reflect in your account, depending on your bank or payment provider

•  Razorpay refunds typically appear within 5–7 business days for UPI and 7–10 business days for credit and debit cards

If 15 business days have passed since your refund was approved and you have not received it, please write to us at hello@houseofessia.in with your order number and claim reference.

 

6. Conditions for Eligible Items

For a claim to be processed, the following conditions must be met:

•  The item must be in its original condition — unused, unlit, and unaltered

•  Original packaging, tissue, and any complimentary items (note cards, gift wrap) must be intact

•  The claim must be raised within 48 hours of delivery

•  Supporting evidence (photos and unboxing video where applicable) must be provided

 

7. What We Do Not Accept

To be transparent, the following situations are not covered under this policy:

✖  Change of mind or personal preference

✖  The scent was not as expected — we recommend reading the scent notes carefully before purchasing

✖  Claims raised after 48 hours of delivery

✖  Items that have been lit, used, or altered in any way

✖  Items returned without original packaging

✖  Damage caused after delivery (e.g. dropped, heat-exposed, or water-damaged by the customer)

✖  Claims submitted without required photos or unboxing video

✖  Requests for exchange to a different product, scent, or size unless an incorrect item was delivered

 

8. Gifting Orders

If you purchased a product as a gift and the recipient received a damaged or incorrect item, the same policy applies. The claim must be raised within 48 hours of delivery to the recipient. Please ensure the recipient is aware to check the package on arrival and notify you promptly if there is an issue.

For custom gifting orders (corporate or bulk), any damage or defect claims must be raised within 48 hours of the full delivery being received.

 

9. Cancellations

Orders can be cancelled only before they are dispatched. Once your order has been packed and handed to our logistics partner, we are unable to cancel it.

•  To request a cancellation, write to hello@houseofessia.in with your order number as soon as possible after placing the order

•  We process orders within 2 business days — cancellation requests received after dispatch will not be accepted

•  Approved cancellations will be refunded in full to the original payment method within 5–7 business days

 

10. Our Promise

We stand behind every product we make. If something has gone wrong — whether in our workshop or in transit — we will make it right. Our goal is not to use policy as a shield. If you have had a genuinely poor experience with a House of Essia product, please reach out to us and we will do our best to resolve it.

Every candle that leaves our workshop has been made by hand in Bangalore, inspected, and packed with care. We hope it arrives with you in exactly that spirit.

 

11. Contact Us

For all refund, return, or replacement enquiries:

Email: hello@houseofessia.in

Response time: Within 48 hours (Mon – Sat, 10 AM – 6 PM IST)

Order number:  Please include in all correspondence

For escalations or unresolved grievances, please refer to our Grievance Officer details in our Privacy Policy.

 

Quick Reference Summary

Situation	Eligible?	What we offer	Claim window
Damaged in transit	✔ Yes	Replacement or refund	48 hrs from delivery
Manufacturing defect	✔ Yes	Replacement or refund	48 hrs from delivery
Wrong item delivered	✔ Yes	Replacement or refund	48 hrs from delivery
Item missing from order	✔ Yes	Replacement or refund	48 hrs from delivery
Change of mind	✖ No	Not covered	—
Candle has been lit	✖ No	Not covered	—
Scent not as expected	✖ No	Not covered	—
Claim after 48 hours	✖ No	Not covered	—