Return & Exchange Policy

At a Glance

We want you to love every scent you welcome into your home. If something feels off, we’ll help you fix it — fairly, transparently, and without friction.

  • Return window: Within 7 days of delivery for unopened, unused items with seals intact.

  • Damaged / defective / incorrect items: Report within 48 hours with photo/video proof — free replacement or full refund.

  • Exchanges: One free exchange per order, thereafter pickup fee will be levied.

  • Reverse pickup: Provided where serviceable; otherwise self-ship reimbursement up to ₹200 or on actuals whichever is lesser.

  • Refund timelines: Refund initiation within 2 business days after QC; bank processing 5–7 business days.

1. Eligibility Window

  • Returns and exchanges must be initiated within 7 days from delivery.

  • Products must be:

    • Unused and unopened

    • Tamper-evident seal intact

    • In original packaging with all components

  • Proof of purchase (Order ID / Invoice) is mandatory.

2. Non-Returnable Items

For safety, hygiene, and quality integrity, we cannot accept returns for:

  • Opened or used candles (burnt wick / lit candle)

  • Opened or used diffuser oils or other items

  • Customised, personalised, or corporate-branded products

  • Free gifts or promotional items

  • Clearance / final sale products

  • Gift cards

  • Items with missing components or damaged retail boxes not caused during transit

3. Exchanges

  • One free exchange per order if:

    • Product is unopened

    • Requested within 7 days

    • Replacement fragrance/variant is in stock

  • Second exchange onward: pickup fee will be levied

  • If new item costs more → pay difference

  • If new item costs less → balance issued as store credit

4. Damaged or Defective on Arrival

If your order arrives damaged or defective:

  • Report within 48 hours

  • Contact:

    • Email: support@earthandessence.space

    • WhatsApp: +91 9990030960

  • Share:

    • Unboxing photos/video

    • Outer carton, inner cushioning, product, and shipping label clearly visible

  • We review within 2 business days and provide:

    • Free replacement or

    • Full refund (including shipping)

Claims beyond 48 hours or without visual proof cannot be processed.

5. Incorrect or Missing Items

If you received the wrong fragrance or something is missing:

  • Report within 48 hours

  • Share photos of received products + shipping label

  • We’ll correct it at no cost to you

6. Return Process

Step 1: Email: support@earthandessence.space or WhatsApp +91 9990030960
Step 2: Receive Return Authorization + instructions
Step 3:Pickup / Self-ship

  • Reverse pickup available for serviceable PIN codes (2 attempts)

  • If non-serviceable:

  • Self-ship using reliable trackable courier

    • Share AWB

    • Reimbursement up to ₹200 or on actuals whichever is lesser post QC approval

QC Outcomes

  • Approved: Full refund / replacement

  • Partial Approval: Minor box or component issues; proportional deduction applied

  • Rejected: Opened, burned, tampered, missing parts, heavy odour contamination

7. Refund Timelines

  • Refund initiation: within 2 business days post QC approval

  • Bank / Payment gateway:

    • 5–7 business days

  • COD refunds:

    • Via UPI or Bank Transfer

  • GST credit notes issued where applicable

8. Shipping & Fees

  • Company-paid:

    • Damaged items

    • Defective items

    • Incorrect shipments

  • Customer-paid:

    • Change-of-mind returns

    • Second & subsequent exchanges

  • Self-ship reimbursement cap: ₹200 or on actuals whichever is lesser

9. Fraud Safeguards

We keep it fair and safe for genuine customers.

  • Delivery OTP and return PIN mandatory

  • 48-hour mandatory photo/video proof for damage or shortages

  • Returns opened under CCTV supervision

  • Weight mismatch / empty box / stone scams rejected

  • Repeated fraudulent claims →

    • COD disabled

      • Prepaid only future orders

    • Pickups may be refused if item is visibly opened or tampered contrary to policy

  • These measures protect honest customers and keep sustainability pricing fair.

10. B2B / Corporate Orders

  • Returns accepted only for transit damage or manufacturing defects

  • Custom branding / personalised bulk orders are non-returnable

  • Must be reported within 48 hours with proof

11. Sustainability Promise

  • Returns create packaging and carbon waste. We reduce impact by:

    • Offering detailed scent guides & discovery kits

    • Encouraging thoughtful purchasing

    • Rewarding store credit choices

    • Requesting customers reuse original packaging for returns

  • Luxury should be mindful — always

12. FAQs

  • Can I return an opened candle?
    No — once opened or lit, the product can’t be resold safely.

  • My candle arrived cracked — what now?
    Share unboxing proof within 48 hours. We replace or refund.

  • When do I get my refund?
    Refund initiated within 2 business days post QC; bank takes ~7 days.

  • Do I pay return shipping?
    Only for change-of-mind cases.

  • Can I exchange a scent?
    Yes, if unopened & within 7 days. First exchange free.