Vanavayu Lifestyle
Last Updated: January 2025
Our Promise
At Vanavayu, we pour our heart into every candle. We want you to love your purchase as much as we loved creating it. If something isn’t right, we’re here to help.
Return & Refund Overview
| Situation | Resolution |
|---|---|
| Damaged during shipping | ✅ Free replacement (or full refund if out of stock) |
| Defective product | ✅ Free replacement (or full refund if out of stock) |
| Wrong item received | ✅ Correct item sent + free return pickup |
| Changed your mind | ❌ Not eligible — Due to hygiene and product nature |
| Opened/used candle | ❌ Not eligible — Cannot be resold |
| Didn’t like the scent | ❌ Not eligible — Scent preference is subjective |
Candles are personal, intimate products. For hygiene reasons, we cannot accept returns on opened or used candles.
Damaged or Defective Products
We take packaging seriously, but sometimes things happen in transit. If your order arrives damaged or defective, we’re here to help — but we do need proper documentation to process your claim.
⚠️ Important: Unboxing Video Required
To claim a refund or replacement for damaged products, you must provide an unboxing video that meets these requirements:
| Requirement | Details |
|---|---|
| Timestamp Visible | Date and time must be clearly visible on screen throughout the video |
| Continuous Recording | Video must show the complete unboxing process without cuts |
| Package Condition | Start by showing the sealed package before opening |
| Clear Visibility | Damage must be clearly visible in the video |
💡 Tip: Most smartphones can display date/time on screen. You can also record with a clock or TV showing the date/time in the background.
We require unboxing videos to ensure fair claims for all our customers and to process your request quickly. Claims without proper video documentation may not be eligible for refund or replacement.
Step 1: Record Your Unboxing
- Before opening: Record the sealed package showing its condition
- Enable timestamp: Ensure date and time are visible on screen
- Record continuously: Show the entire unboxing without pausing
- Show the damage: Clearly capture any damage to the product
Step 2: Contact Us
- Email us at hello@vanavayu.com within 48 hours of delivery
- Subject: “Damage Claim – [Your Order Number]”
- Include your order number and contact details
- Attach the unboxing video (or share via Google Drive/WeTransfer link)
- Briefly describe the damage
Step 3: Verification & Resolution
Once we verify the damage through your video:
Our Default Resolution: Free Replacement
- We will ship a brand new replacement at no additional cost to you
- No need to return the damaged product
- Replacement shipped within 24-48 hours of verification
If Replacement is Not Available:
- If the product is out of stock, we will issue a full refund
- Refund includes: Product cost + Original shipping charges
- Refund processed within 5-7 business days
Why Replacement First? We want you to experience the candle you ordered. Replacements allow us to make things right while you still enjoy Vanavayu.
You do not need to return damaged products. You may dispose of them safely or repurpose the jar.
Wrong Item Received
Mistakes happen, and we own them. If you receive the wrong item:
- Contact us within 48 hours of delivery
- We’ll arrange a free return pickup for the incorrect item
- The correct item will be shipped to you immediately at no extra cost
Cancellation Policy
Before Dispatch
- You can cancel your order anytime before it ships
- Contact us at hello@vanavayu.com with your order number
- Full refund will be processed within 5-7 business days
After Dispatch
- Once your order is shipped, cancellation is not possible
- Please wait to receive the order and refer to our return policy if needed
Refund Process
| Refund Type | Timeline |
|---|---|
| Cancellation (before dispatch) | 5-7 business days |
| Damaged/Defective product | 5-7 business days after verification |
| Wrong item received | 5-7 business days after return pickup |
Refund Method
- Refunds are processed to your original payment method
- Credit/Debit Card: 5-7 business days
- UPI/Net Banking: 3-5 business days
- Cash on Delivery: Refund via bank transfer (you’ll need to provide account details)
What’s Included in Refunds?
| Scenario | Product Cost | Original Shipping |
|---|---|---|
| Damaged (out of stock) | ✅ Refunded | ✅ Refunded |
| Defective (out of stock) | ✅ Refunded | ✅ Refunded |
| Cancellation (before dispatch) | ✅ Refunded | ✅ Refunded |
| Wrong item (if refund chosen) | ✅ Refunded | ✅ Refunded |
If you paid for shipping and the issue was our fault (damaged, defective, wrong item), you get your shipping cost back too.
Please note: Refund processing time depends on your bank. We initiate refunds within 48 hours of approval.
Non-Returnable Items
The following items cannot be returned or refunded:
- ❌ Candles that have been opened, lit, or used
- ❌ Products with removed labels or packaging
- ❌ Gift cards and promotional items
- ❌ Items purchased during clearance sales (marked as final sale)
- ❌ Returns requested after 48 hours of delivery
Exchanges
We currently do not offer direct exchanges.
If you’d like a different scent or product:
- Contact us about a return (if eligible under damaged/defective policy)
- Place a new order for the product you want
Bulk & Corporate Order Returns
For bulk orders (10+ items) or corporate orders:
- Returns are handled on a case-by-case basis
- Please contact us within 48 hours of delivery with any concerns
- Custom/personalized items are non-returnable
How to Initiate a Return
Step 1: Email Us
Send an email to hello@vanavayu.com with:
- Subject: “Return Request – [Your Order Number]”
- Your order number
- Reason for return
- Unboxing video with timestamp (required for damage claims)
Step 2: Wait for Confirmation
We’ll review your request and respond within 24-48 hours with next steps.
Step 3: Resolution
- For refunds: Amount credited within 5-7 business days
- For replacements: New item shipped within 24-48 hours
Contact Us
Have questions about returns or refunds? We’re here to help.
Email: hello@vanavayu.com
Phone: +91 98XXX XXXXX
Hours: Monday – Saturday, 10am – 6pm IST
Response Time: We typically respond within 24 hours on business days.
Our Commitment
Your satisfaction is our priority. While we have policies in place, we always try to do what’s right. If you have a genuine concern that isn’t covered here, reach out to us — we’ll work together to find a solution.
Thank you for choosing Vanavayu. We appreciate your trust in our handcrafted candles. 🕯️
