Refund policy

Thank you for shopping with The Singhal Heritage House. We carefully prepare, inspect, and package every order. Please review this Return and Refund Policy before completing your purchase.

1. Fifteen-Day Return Policy

We accept eligible return requests made within 15 calendar days after the date your order is marked as delivered by the shipping carrier.

To qualify for a return, the product must be:

  • Unused, unopened, and unaltered;
  • In the same condition in which it was received;
  • In its original packaging with all seals, tags, inserts, accessories, and complimentary items intact; and
  • Accompanied by the order number, receipt, or other valid proof of purchase.

A return request does not automatically guarantee approval. All returned items are subject to inspection before a refund is issued.

2. How to Request a Return

To request a return, contact us within the applicable return period at:

Email: thesinghalheritagehouse@gmail.com

Your request should include:

  • Your full name;
  • Order number;
  • Product name;
  • Reason for the return; and
  • Clear photographs or video, when applicable.

If your return is approved, we will provide return instructions and the authorized return address by email.

Do not send any product back without receiving prior return authorization from us. Unauthorized returns may be refused and returned to the sender.

For privacy and security reasons, our full return address is provided only after a return request has been approved.

3. Deadline for Sending an Approved Return

After receiving return authorization, the customer must ship the approved product back within 7 calendar days.

The package should include tracking information and must be properly packed to prevent damage during transit.

We reserve the right to refuse a return that is:

  • Shipped after the stated deadline;
  • Sent without authorization;
  • Sent to an incorrect address;
  • Missing required packaging or components; or
  • Received in a condition different from the condition approved for return.

4. Return Shipping Costs

For returns made because of:

  • A change of mind;
  • Fragrance preference;
  • Accidental ordering;
  • Selection of the wrong size, scent, or product; or
  • Any reason not caused by an error on our part,

the customer is responsible for all return shipping costs.

Original shipping, handling, gift-wrapping, expedited-delivery, and related charges are non-refundable unless the return is caused by our error or required by applicable law.

When an item is returned because it was damaged, defective, or incorrectly shipped by us, we may provide a prepaid return label or reimburse reasonable return shipping costs after reviewing and approving the claim.

We strongly recommend using a trackable shipping service. We are not responsible for return packages that are lost, delayed, misdirected, or damaged while being shipped back to us.

5. Damaged, Defective, Missing, or Incorrect Items

Please inspect your package promptly after delivery.

Contact us within 48 hours of delivery if:

  • The product arrived damaged;
  • The product appears defective;
  • You received the wrong product;
  • An item is missing from the package; or
  • The shipping package shows visible signs of damage.

Your claim must include:

  • Your order number;
  • A clear photograph of the shipping label;
  • Photographs of the outer shipping box;
  • Photographs of the internal packaging;
  • Photographs or video of the affected product; and
  • A brief explanation of the issue.

Please keep the product, shipping box, and all packaging materials until we have completed our review. Do not discard, use, repair, alter, burn, spray, melt, or dispose of the item unless instructed by us.

Depending on the circumstances and available inventory, we may offer:

  • A replacement;
  • A partial refund;
  • A full refund; or
  • Store credit.

The appropriate resolution will be determined after reviewing the claim. Nothing in this section limits any mandatory rights available under applicable law.

6. Non-Returnable Products

For health, hygiene, safety, contamination-prevention, and product-integrity reasons, the following products are not eligible for return once opened, unsealed, tested, sprayed, applied, burned, melted, warmed, used, or altered:

  • Perfumes and perfume dupes;
  • Fragrance oils;
  • Essential-oil or fragrance blends;
  • Room sprays and car sprays;
  • Reed diffusers and diffuser liquids;
  • Car fresheners;
  • Candles that have been lit or burned;
  • Wax melts;
  • Wax sachets;
  • Personal-care or beauty products;
  • Discovery products or sample-sized products;
  • Custom-blended products;
  • Personalized or made-to-order products; and
  • Products with broken seals or damaged tamper-evident packaging.

A product will not be considered unused merely because only a small amount was tested.

7. Fragrance Preference and Scent Perception

Fragrance perception is subjective and may vary based on personal preference, skin chemistry, temperature, ventilation, storage conditions, weather, room size, vehicle environment, and method of use.

The following are not generally considered product defects:

  • Disliking a fragrance;
  • Finding the scent stronger or lighter than expected;
  • Experiencing different fragrance notes than another person;
  • Changes caused by storage, heat, cold, or improper use; or
  • Differences between fragrance descriptions and individual scent perception.

Returns based solely on fragrance preference will only be considered when the product remains completely unopened, unused, and otherwise eligible under this policy.

We encourage customers to purchase sample or discovery sizes when available before purchasing larger fragrance products.

8. Handmade and Small-Batch Products

Many of our products are handmade or prepared in small batches. As a result, minor variations may occur in:

  • Color;
  • Texture;
  • Wax appearance;
  • Frosting;
  • Surface finish;
  • Decorative placement;
  • Label placement;
  • Fragrance intensity; or
  • Product appearance.

These minor variations are a normal characteristic of handmade products and are not generally considered defects.

9. Candles and Wax Products

Candles, wax melts, and wax sachets that have been burned, melted, warmed, cut, altered, or otherwise used are not eligible for return.

Failure to follow the provided safety, trimming, burning, storage, or usage instructions may affect product performance and may make the item ineligible for return or replacement.

Claims involving candle performance may require photographs of:

  • The candle before use;
  • The wick;
  • The wax surface;
  • The container;
  • The burn environment; and
  • The candle after the issue occurred.

10. Custom, Personalized, and Made-to-Order Items

Custom, personalized, engraved, specially labeled, custom-scented, or made-to-order products are final sale and cannot be returned, exchanged, or cancelled after production has started.

This restriction does not apply when the product arrives damaged, defective, incorrect, or materially different from the confirmed order.

11. Sale, Clearance, Promotional, and Gift Card Purchases

The following items are final sale and are not eligible for return or exchange:

  • Clearance products;
  • Products expressly marked “Final Sale”;
  • Discontinued products;
  • Gift cards;
  • Free gifts;
  • Promotional samples; and
  • Complimentary products.

Regularly priced products purchased using a general promotional discount may remain returnable unless they were clearly marked final sale at the time of purchase.

This section does not exclude claims involving damaged, defective, missing, or incorrect items.

12. Exchanges

We do not currently offer direct exchanges.

To obtain a different product, the customer must:

  1. Request a return for the eligible item;
  2. Receive approval;
  3. Return the approved item; and
  4. Place a separate order for the replacement product.

The availability and price of a replacement product are not guaranteed while a return is being processed.

13. Refunds

After receiving and inspecting an approved return, we will notify you whether the refund has been approved, partially approved, or denied.

If approved, the eligible refund will be issued to the original payment method. Shopify states that refunds are returned using the same payment method used for the order.

Please allow up to 10 business days after refund approval for us to initiate the refund. Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Contact us if more than 15 business days have passed since we confirmed that your refund was issued.

Refunds may exclude:

  • Original shipping charges;
  • Return shipping costs;
  • Expedited-shipping charges;
  • Gift-wrapping charges;
  • Non-refundable service charges; and
  • Any reduction in value caused by use, damage, missing components, improper packaging, or handling beyond what was reasonably necessary to inspect the product.

14. Partial or Denied Refunds

A full refund may be reduced or denied when:

  • The product shows signs of use;
  • The product was opened or unsealed;
  • Parts, packaging, accessories, gifts, or inserts are missing;
  • The product was damaged after delivery;
  • The item was improperly packaged for return;
  • The item returned is different from the item originally shipped;
  • The product has been altered, contaminated, or tampered with;
  • The return was shipped after the deadline; or
  • The return does not otherwise comply with this policy.

We will explain the reason for any partial or denied refund.

15. Order Cancellations

Cancellation requests should be submitted as soon as possible.

An order may be cancelled only if it has not entered production, processing, packing, fulfillment, or shipment.

Once an order has entered production or fulfillment, cancellation cannot be guaranteed. Once an order has shipped, it cannot be cancelled and must be handled under this Return and Refund Policy.

Custom, personalized, and made-to-order products cannot be cancelled after production has started.

16. Returned-to-Sender, Refused, and Undeliverable Packages

If a package is returned to us because:

  • The customer provided an incorrect or incomplete address;
  • The customer refused delivery;
  • The package was not collected;
  • The carrier could not access the delivery location;
  • The customer failed to respond to carrier notices; or
  • The package was otherwise undeliverable for reasons outside our control,

we may refund the eligible product amount after the package is received and inspected.

Original shipping charges and any return-to-sender fees assessed by the carrier may be deducted from the refund.

If the customer requests reshipment, the customer will be responsible for the additional shipping cost.

If we are unable to ship an order within the promised or revised shipping period, applicable federal requirements may require cancellation and a full refund, including related shipping charges.

17. Lost, Stolen, or Delivered Packages

If tracking shows that a package was delivered but the customer cannot locate it, the customer should:

  • Check the delivery area;
  • Ask household members or neighbors;
  • Check with the building office or front desk; and
  • Contact the shipping carrier.

Please notify us promptly so we can assist with a carrier inquiry where appropriate.

A carrier’s “delivered” scan does not automatically guarantee a refund or replacement. Claims will be reviewed individually based on tracking details, delivery confirmation, carrier findings, and other available information.

18. Chargebacks and Fraudulent Claims

Customers should contact us first so we have an opportunity to resolve any order concern.

We reserve the right to dispute chargebacks, payment reversals, or refund requests that we reasonably believe are fraudulent, duplicative, abusive, or inconsistent with the order records, tracking information, delivery confirmation, or this policy.

We may refuse future orders from customers associated with confirmed fraud, repeated false claims, or abusive return activity, where permitted by law.

19. European Union and European Economic Area Orders

When applicable law applies to an order shipped to a consumer in the European Union or European Economic Area, the customer may have a legal right to withdraw from an eligible online purchase within 14 days after delivery, without providing a reason.

Legal exceptions may apply, including certain:

  • Personalized or made-to-order goods;
  • Perishable goods; and
  • Sealed goods that are not suitable for return for health or hygiene reasons after the seal has been opened.

EU and EEA consumers may also have separate mandatory rights concerning faulty products or products that do not match their description.

Nothing in this policy limits any non-waivable consumer right provided by applicable law.

20. Policy Abuse

We reserve the right to refuse or limit a return where we reasonably determine that:

  • The request is fraudulent or misleading;
  • The product was used contrary to the claim;
  • Evidence has been altered or fabricated;
  • The product returned is not the product originally purchased;
  • The customer has engaged in repeated or excessive return activity;
  • The customer has violated this policy; or
  • The request constitutes abuse of our return process.

Any such decision will be made reasonably and will not limit mandatory consumer rights.

21. Contact Us

For return, refund, damage, cancellation, or order-related questions, contact:

The Singhal Heritage House
Email: thesinghalheritagehouse@gmail.com
Business Location: Athens, Georgia, USA

Please include your order number in all correspondence.