Refund policy

Return & Refund Policy – House of Chandelle

Thank you for shopping with House of Chandelle. We take great care in preparing and packing every order. If you are not completely satisfied with your purchase, please review our return and refund terms below.

1. Eligibility for Returns

We accept returns within 1 day of receiving your order.

To be eligible for a return, the item must be:

  • Unused

  • Unopened

  • In its original packaging

  • In the same condition that you received it

Products that have been used, burned, melted, or damaged after opening cannot be returned or refunded.

2. Non-Returnable Items

Returns are not accepted for:

  • Candles or wax melts that have been opened or used

  • Items damaged due to mishandling or improper storage

  • Sale items or promotional bundles (unless defective)

For hygiene and product-safety reasons, we cannot accept returns for any items that are no longer sealed.

3. Defective or Damaged Items

If your order arrives damaged, broken, leaking, or in an incorrect condition:

  • Please contact us within 24 hours of receiving the item

  • Send us photos and your order number to verify the issue

We will review your case and offer:

  • A replacement

  • Or store credit

  • Or a refund (only if applicable)

Requests received after 24 hours cannot be guaranteed.

4. Return Shipping

  • Return shipping is free for approved return requests within the UAE.

  • Items returned without prior approval will not be accepted.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued as store credit or to the original payment method (when applicable).

  • Please allow 7–14 business days for processing depending on your bank or payment provider.

Shipping fees (including next-day delivery fees) are non-refundable.

6. Exchanges

We only replace items if they are defective, damaged, or incorrect.
If you need an exchange, please contact us first so we can arrange it properly.

7. Order Cancellations

Orders can only be canceled before they are processed or shipped.
Once an order has been dispatched, cancellation is not possible.

8. How to Request a Return

To start a return, please contact us:

📧 info@houseofchandelle.com
📲 WhatsApp: +971 52 958 8812

Include:

  • Your name

  • Order number

  • Photos (if the item is damaged or defective)

  • Reason for return

Our team will review your request and guide you through the process.

9. Misuse & Abuse

House of Chandelle reserves the right to refuse returns from customers who repeatedly misuse the policy or attempt fraudulent claims.

10. Final Note

By placing an order on our website, you agree to the terms of this Return & Refund Policy.