Refund policy
Order Cancellation Policy
Once an order is successfully placed, cancellation is not allowed.
However, if you wish to make changes to your order details or products, you may contact us before the order is processed. We will try our best to assist you with modifications where possible.
Please note that complete order cancellation after placing the order is strictly not possible.
No Refund & No Cancellation Policy
At Moment Candle Shop, we do not offer refunds or cancellations once a product has been purchased.
All product details, sizes, colors, and descriptions are clearly mentioned on the website to help customers make informed purchases. We request customers to carefully review product images and descriptions before placing an order.
Additionally, every product goes through quality inspection before packing and dispatch to ensure it reaches you in proper condition.
Damaged or Missing Products
If you receive a damaged product or if any item is missing from your order, you must report the issue within 24 hours of delivery by sending an email to:
Email: momentcandle24@gmail.com
To process any replacement or refund request, you must provide:
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Your Order Number
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Proper Unboxing Video
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Clear proof of damage or missing items
The unboxing video must clearly show the sealed package being opened.
Without an unboxing video, claims may not be accepted.
Refund Eligibility
Refunds or replacements are only applicable in cases where:
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The product is damaged during transit
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The wrong item was delivered
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Items are missing from the package
Once your complaint is reviewed, our team will respond within 2–5 working days.
If your request is approved, we will guide you through the next steps for replacement or refund.
Wrong Delivery Status
If your order tracking shows “Delivered” but you have not received the package, you must notify us within 24 hours by email with the subject line:
“Wrong Delivery Status”
Send your complaint to:
Failure to report within 24 hours may make you ineligible for support or refund claims.
Refund Processing
If a refund is approved but not reflected in your account within the expected time, please:
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Recheck your bank account
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Contact your bank or payment provider
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Contact us for assistance
Shipping charges are non-refundable.
Custom Products
Refunds, returns, exchanges, or cancellations are not applicable for custom-made or personalized products.
Return & Replacement Policy
All products are inspected through multiple quality checks before dispatch. However, if you receive a defective or damaged product, replacement may be provided under the following conditions:
Replacement is applicable only for:
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Manufacturing defects
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Damage during transportation
Replacement is NOT applicable for:
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Normal wear and tear
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Damage caused by misuse or negligence
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Used or installed consumable products
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Products with tampered or missing serial numbers
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Products returned without original packaging or accessories
Replacement Procedure
To request a replacement:
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Notify us within 24 hours of delivery
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Share your order number
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Provide a proper unboxing video showing the defect
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Return the product securely packed
Products returned without proof or proper packaging may not qualify for replacement.
Out of Stock Products
If the replacement product is unavailable or out of stock, we may issue a store credit note equal to the purchase value.
The credit note:
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Will be sent via email
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Can be used on our website
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Will remain valid for 3 months from the issue date
Important Notice
Once an order is placed, it cannot be canceled.
If you wish to replace or change a product before dispatch, we may assist you depending on order status, but complete cancellation is not allowed.
Contact Information
For all refund, replacement, return, or delivery-related concerns, contact us at:
Moment Candle Shop
Email: momentcandle24@gmail.com