Refund & Cancellation Policy

Last Updated: December 21, 2024

At Melting Magic Pvt. Ltd., we strive for complete customer satisfaction. This Refund and Cancellation Policy outlines our terms for order cancellations, returns, and refunds for our handmade candles.

1. Cancellation Policy

1.1 Standard Ready-to-Ship Products

• Before Shipment: Cancel free of charge within 24 hours of order confirmation
• After Shipment: Cancellation not available once product is shipped

1.2 Custom Orders

• Before Production Starts: Free cancellation within 48 hours of confirmation
• After Production Starts: No cancellation allowed as products are made specifically for you
• Bulk/Corporate Orders: Cancellation terms will be discussed and agreed upon during order confirmation

1.3 How to Cancel

To cancel an order:

• Contact us immediately via WhatsApp: +91 97558 48659
• Or email: meltingmagic.in@gmail.com
• Provide your order number and registered contact details

1.4 Cancellation by Melting Magic

We reserve the right to cancel orders in cases of:

• Product unavailability
• Pricing or product description errors
• Delivery address outside serviceable area
• Suspected fraudulent transactions
• Force majeure events

You will receive a full refund within 5-7 business days in such cases.

2. Return Policy

2.1 Eligible Returns

Returns are accepted only in the following cases:

• Damaged product received (cracks, breakage during transit)
• Wrong item delivered
• Manufacturing defect
• Significantly different from product description

2.2 Non-Returnable Items

• Custom or personalized candles
• Products used or burned even partially
• Products without original packaging
• Change of mind after delivery
• Scent preference (as fragrance is subjective)

2.3 Return Process

To initiate a return:

• Contact us within 48 hours of delivery via WhatsApp or email
• Provide clear photos showing the damage or issue
• Keep the product in original packaging
• Do not use or burn the product
• We will review and approve eligible returns

3. Refund Policy

3.1 Refund Eligibility

Refunds will be provided for:

• Orders cancelled before shipment/production
• Approved return cases (damaged, wrong item, defect)
• Orders cancelled by us
• Failed deliveries

3.2 Refund Process

Approved refunds will be processed as follows:

• Online Payments (UPI, Cards, Wallets): Refund to original payment method within 5-7 business days
• Bank Transfer: To your provided account details within 7-10 business days

Refund processing time may vary based on your bank or payment provider.

3.3 Partial Refunds

Partial refunds may be offered in cases of:

• Minor defects or variations acceptable to the customer
• Partial order fulfillment issues
• Mutually agreed resolutions

4. Replacement Policy

4.1 When Replacement is Offered

We offer replacements for:

• Damaged products received
• Wrong items delivered
• Manufacturing defects

4.2 Replacement Process

• Contact us within 48 hours with proof (photos/videos)
• We will arrange pickup of the defective product (if required)
• Replacement will be shipped within 3-7 business days
• No additional charges for replacement shipping

5. Damaged During Transit

If your candles arrive damaged:

• Take clear photos/videos of the damaged product and packaging immediately
• Contact us within 48 hours via WhatsApp with evidence
• Do not discard the packaging
• We will arrange replacement or full refund at no additional cost

6. Custom and Bulk Orders

6.1 Custom Candles

• No cancellation after production begins
• No returns or refunds except for manufacturing defects
• Design approval required before production
• Sample approval for bulk orders recommended

6.2 Bulk/Corporate Orders

• Specific terms discussed at time of order
• Advance payment terms may apply
• Sample approval highly recommended
• Special cancellation terms for large orders

7. Payment Issues

7.1 Payment Deducted but Order Not Confirmed

If payment is deducted but you don't receive order confirmation:

• Wait 30 minutes for system processing
• Check your email and WhatsApp for confirmation
• Contact us with transaction details if no confirmation within 1 hour
• Refund processed within 5-7 business days if order was not created

7.2 Double Payment

If charged twice for a single order, contact us immediately. One payment will be refunded within 5-7 business days.

8. Courier Issues

8.1 Non-Delivery

If order is not delivered:

• Full refund or free replacement
• Refund processed within 5-7 business days

8.2 Delivery Delays

For significantly delayed deliveries beyond our estimated timeline:

• Track your order with provided tracking details
• Contact us if delayed beyond 2 days of estimate
• Option to cancel with full refund or wait for delivery

9. Customer Responsibilities

To ensure smooth processing of returns and refunds:

• Provide accurate delivery information
• Inspect products immediately upon delivery
• Report issues within 48 hours
• Provide clear photographic evidence for claims
• Maintain products in original condition for returns

10. Exceptions

This policy does not cover:

• Damage caused by misuse or improper storage
• Natural variations in handmade products
• Slight color variations due to screen display differences
• Fragrance strength perception (subjective)
• Used or burned candles

11. Dispute Resolution

If you are not satisfied with our resolution:

• Contact our customer support for escalation
• We will review your case within 48-72 hours
• Senior management will provide final resolution

12. Contact for Refunds/Cancellations

Melting Magic Pvt. Ltd.
📧 Email: meltingmagic.in@gmail.com
💬 WhatsApp: +91 97558 48659
📞 Phone: +91 97558 48659
📍 Bhopal, Madhya Pradesh, India

13. Policy Updates

We reserve the right to modify this policy at any time. Changes will be posted with a new "Last Updated" date. Continued use after changes constitutes acceptance.