Refund policy

Refund & Return Policy


Muse & Hues Candles
Last updated: October 13, 2026

At Muse & Hues Candles, we make and pack every candle with care. If something goes wrong with your order, we’ll make it right. This policy explains how returns, replacements, and refunds work.

1. Our Refund Method: Store Coupon

If your claim is approved, we issue a coupon (store credit) for the same amount as the approved item(s). You can use it to buy any products from our website.

We refund by coupon, not in cash, to your bank account, or to your original payment method. This applies to both online and COD orders. The only exceptions are listed in Section 7.

2. When You Can Request a Return or Refund

You can contact us if:

  • Your item arrived damaged or broken
  • You received the wrong item (different from what you ordered)
  • An item or part of your order is missing
  • Your item has a clear manufacturing defect

3. What We Cannot Accept

Returns or refunds are not available for:

  • Candles that have been lit, used, or burnt
  • Damage caused by misuse, improper handling, or ignoring safety instructions
  • Small natural variations in colour, shape, finish, or fragrance strength, which are normal for handmade and designer candles
  • Change of mind, or a scent or design you simply didn’t prefer
  • Items reported after the allowed time window
  • Custom or personalized orders, unless they arrive damaged, defective, or differ from what you approved
  • Items without proof of the issue (see Section 4)

4. How to Report a Problem

To help us verify your claim quickly, please contact us within [48 hours] of delivery on WhatsApp or email with:

  1. Your order number
  2. Clear photos of the item and the outer packaging
  3. A short unboxing video, ideally recorded from the moment you open the parcel (strongly recommended for damage claims)
  4. A brief description of the issue

Keep the product and all packaging until your claim is resolved. Claims without photos or video may not be approved.

5. Verification Process

  1. You contact us with the details above.
  2. We review your photos and video, usually within [2-3 business days].
  3. We may ask for more details or additional photos if needed.
  4. If approved, we issue your coupon for the same amount as the approved item(s).
  5. You receive the coupon by email or WhatsApp, ready to use on your next order.

Please contact us before sending anything back. In most cases, we won’t ask you to return the item.

6. About Your Coupon

  • The coupon is equal to the value of the approved item(s). [If the error was ours, we also include the shipping charge you paid.]
  • It can be used to buy any products on museandhuescandles.com.
  • It is valid for [6 months] from the date of issue.
  • It can be used in one or more orders until the balance is finished, or in a single order, as shown at checkout. 
  • It is not exchangeable for cash and cannot be transferred to a bank account.
  • It cannot be combined with other offers unless stated.
  • Please keep your coupon code safe. We cannot replace lost or shared codes.

7. When You Will Get a Refund to Your Original Payment Method

Cash refunds apply in only these situations:

  • We cancel your prepaid order (for example, due to stock unavailability, a pricing error, or an undeliverable pincode)
  • Your payment was deducted but no order was created, or you were charged twice
  • A failed online payment where money was deducted. This is usually refunded automatically by your bank within a few working days.

Where a refund is due, it is processed to the original payment method (UPI, card, or bank account). It usually takes [5-7 business days] to appear, depending on your bank.

8. Cancellations

You can request to cancel an order only before it is shipped. Contact us as soon as possible with your order number.

  • For prepaid orders cancelled before shipping, we refund the amount paid to your original payment method, or issue a coupon if you prefer.
  • Shipped orders cannot be cancelled. If the parcel arrives damaged or incorrect, Section 2 applies.
  • Custom orders can’t be cancelled once production has begun.

9. Refused or Undelivered Orders

  • If you refuse a COD parcel without a valid reason, or it can’t be delivered after repeated attempts, the order is returned to us. We do not issue refunds or coupons for these orders, and we may ask for online payment on future orders.
  • If a prepaid order is returned to us because of an incorrect address or because you were unreachable, we may offer re-shipping at additional shipping cost.

10. Replacements

If an item is out of stock after we approve your claim, or if you’d like a replacement, tell us. Where possible, we’ll offer a replacement of the same product or a coupon, whichever you prefer.

11. Our Commitment to You

We review every claim fairly and honestly. If we made a mistake, we will own it and fix it. We ask for your honesty too, so we can keep offering the best for everyone.

12. Contact Us

Need help with a return or refund?

✉️ Email: museandhuescandles@gmail.com
💬 Contact page: museandhuescandles.com/pages/contact-us

Please include your order number and photos or video to help us respond quickly.