Refund Policy
A LEGAL DISCLAIMER
REFUND POLICY - THE BASICS
This Refund Policy explains when and how Koreeh issues refunds for orders placed on www.koreeh.com (the "Site"). It should be read together with our Terms and Conditions, which govern all purchases made on the Site. By placing an order with us, you agree to the terms set out below.
1. Our General Policy
Every candle we sell is handcrafted and, in most cases, made to order specifically for you. Because of this, and given the fragile and perishable nature of wax-based products, we do not accept returns, exchanges, or refunds for reasons such as a change of mind, ordering the wrong scent, size, or design, or simply no longer wanting the Product. We encourage you to review your order carefully before completing checkout. The situations below describe the specific circumstances in which a refund or replacement will be provided.
2. Damaged or Defective Products
If your order arrives broken, damaged, or otherwise defective through no fault of your own, please contact us within 24 hours of delivery via @koreeh_official on Instagram with clear photographs of the Product and its packaging, plus an unboxing video. Once we have verified the issue, we will, at our discretion, offer you a replacement or a full refund. Claims made after this window, or without the required photographs and unboxing video, may not be eligible for a replacement or refund. This does not cover minor variations naturally found in handmade candles, such as surface imperfections, frosting, or slight colour differences in the wax, which are not considered defects.
3. Errors on Our Part
If we make a mistake with your order, for example by shipping the wrong item, an incorrect scent or design, or an incorrect quantity, please let us know within 48 hours of delivery along with photos of what you received. Once confirmed, we will issue a full refund covering both the Product cost and the shipping charges you paid, or send you a replacement at no additional cost, depending on your preference and Product availability.
4. Lost or Undelivered Packages
If your order is lost in transit, or if the courier's tracking shows the package as delivered but you have not received it, please contact us as soon as possible via @koreeh_official on Instagram. We will raise an investigation with our courier partner to verify the status of the shipment. Depending on the outcome of this investigation, we will offer you a replacement or a refund; because the outcome depends on courier records and evidence, these cases are handled on a case-by-case basis and may take longer to resolve than standard requests.
5. Failed or Unsuccessful Transactions
If an amount is deducted from your account or card but your order does not go through due to a payment gateway error, network issue, or similar technical failure, you do not need to raise a request. Razorpay will typically reverse such failed transactions automatically, and the amount will be refunded to your original payment method within a few business days. If the amount is not reversed automatically within 7 business days, please contact us via @koreeh_official on Instagram with your payment reference or transaction ID so we can investigate and follow up with Razorpay on your behalf.
6. Refund Method and Timeline
Where a refund is approved under this Policy, it will be issued to the original payment method used at checkout. Once a refund is approved and processed on our end, it typically takes 7 to 10 business days for the amount to reflect in your account, depending on your bank or card issuer's own processing timelines, which are outside our control. We are not able to offer cash refunds or refunds to a different payment method or bank account than the one originally used.
7. What Is Not Covered
This Refund Policy does not cover cancellations after an order has been confirmed, change of mind after purchase, natural variations inherent to handmade candles, damage caused by misuse or improper handling after delivery, or delays caused by courier partners that do not result in loss of the Product. Please refer to our Terms and Conditions for our full order cancellation policy.
8. How to Request a Refund
To request a refund or replacement under any of the circumstances above, please message @koreeh_official on Instagram with your order number, a description of the issue, and, where applicable, photographs of the Product and packaging. For damage or defect claims, an unboxing video is also required. We aim to respond to all refund-related queries promptly and will keep you updated throughout the process.
9. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our processes or applicable law. The updated version will be indicated by a revised "Effective Date" at the top of this page, and we encourage you to review it periodically.