Refund policy
At Stone Wick, every candle and décor piece is handcrafted and carefully packed before dispatch. Because our products are handmade and may be made specifically for an order, we accept returns only in limited circumstances.
1. Damaged or Broken Products
If your order arrives damaged or broken, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please send:
- Your order number
- Clear photographs of the damaged product
- Photographs of the outer packaging
- A short video showing the package and product, if possible
Once we verify the damage, we will offer a replacement or refund, depending on product availability.
For fragile products, the damage must be reported within 48 hours. Claims made after this period may not be accepted.
2. Wrong Product Received
If you receive a product different from what you ordered, contact us within 48 hours of delivery with your order number and photographs of the product received. We will arrange a replacement with the correct product at no additional cost to you.
3. Returns Due to Change of Mind
We do not accept returns or refunds simply because you changed your mind, ordered the wrong product, or no longer want the item. This includes products that have been opened, used, lit, melted, or otherwise altered.
4. Customized & Personalized Products
Customized, personalized, made-to-order, or specially prepared products are not eligible for return or refund, unless they arrive damaged or we have sent an incorrect product.
Please review customization details carefully before placing your order.
5. Used or Burned Candles
Candles that have been lit, partially burned, melted, damaged through use, or otherwise altered by the customer are not eligible for return or refund.
Natural variations such as minor differences in colour, texture, surface finish, small air bubbles, or other characteristics resulting from the handmade production process are not considered defects.
6. Refunds
If your refund is approved, we will initiate the refund to the original payment method.
Refund processing time may depend on your payment provider or bank. Stone Wick is not responsible for delays caused by the payment provider after the refund has been initiated.
7. Replacement
Where a replacement is approved, we will dispatch the replacement after the damaged/wrong product claim has been verified.
If the exact product is unavailable, we may offer an alternative solution or refund.
8. Return Shipping
For products that are confirmed to have been damaged in transit or incorrectly supplied by Stone Wick, we will bear the applicable return/replacement shipping cost.
For any return that is exceptionally approved for another reason, the return shipping cost may be borne by the customer.
9. Cancellation
Orders can be cancelled before they are dispatched by contacting us as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible.
Customized and made-to-order products may not be cancellable once production has started.
10. How to Request a Return or Refund
Please contact us at:
Email: stonewick.india@gmail.com
Please include “Return/Refund Request – Order #[Order Number]” as the subject/message title.
We will review your request and respond with the next steps.