Return & Refund Policy

Last updated: 9 October 2026

At Sukoon Moments, we carefully handcraft and pack our candles, wax sachets, diffusers, concrete home décor, DIY kits and gifting products. If something goes wrong with your order, please contact us so we can help.

1. Returns & Exchanges

We do not accept returns or exchanges for a change of mind, an incorrect selection when ordering, or personal preferences about fragrance, colour, size or design when the product matches its description.

This applies to custom, personalised and bulk orders, hampers and discounted items. All products remain eligible for a refund or replacement if they arrive damaged, defective, incorrect, incomplete or materially different from the description or agreed specifications.

2. Damaged, Incorrect or Missing Items

Please inspect your order upon delivery and report visible damage, incorrect items or missing items within 48 hours wherever possible. For defects discovered later, contact us promptly after discovery. These reporting requests do not limit your statutory rights.

Email sukoon.moment@gmail.com or WhatsApp +91 9810316132 with:

• Your order number and the name used to place the order.

• A description of the issue.

• Clear photographs of the affected items, outer packaging and shipping label.

• A continuous unboxing video, if available, showing the sealed parcel being opened and its contents.

We strongly recommend recording an unboxing video, especially for fragile products. If you do not have one, send other available evidence; its absence alone will not invalidate a genuine claim.

Retain the items and packaging where possible until we provide instructions. Stop using any item that appears unsafe.

3. Handmade Product Variations

Slight variations in colour, finish, dimensions and decorative details are part of handmade products. Minor soy-wax frosting and small surface air bubbles in concrete may be normal where they do not affect safety, function or advertised quality. Screen colours may also vary.

Significant cracks, broken containers, leaks or material differences from the description are not normal handmade variations.

Damage caused after delivery by misuse, accidental breakage, improper storage or failure to follow care instructions is not covered. This does not exclude defects present at delivery.

4. Cancellations & Order Changes

Standard orders may be cancelled before dispatch for a full refund, including shipping charges. Order changes depend on availability.

Custom, personalised and bulk orders made specifically for you may be cancelled before production begins. Once production begins, or an order is dispatched, change-of-mind cancellations are not accepted.

If we cannot fulfil your order, we will refund all amounts paid for the unfulfilled order. Your rights concerning faulty goods, non-delivery and other failures remain unaffected.

5. Returns & Replacements

For an eligible claim, we will provide a refund or, if you prefer, a replacement subject to availability. Store credit will only be offered with your agreement.

Contact us before sending anything back. If a return is needed, we will provide the return address and arrange collection or cover reasonable return shipping costs. We may confirm that no return is necessary.

Include accessories and original packaging where available. Opening or reasonably testing an item to identify a fault does not invalidate a genuine claim. Do not return broken glass or unsafe items without our instructions.

6. Refund Processing

Approved refunds will be initiated within 5–7 business days after approval and, where required, receipt of the returned items. Your bank or payment provider may take additional time to credit the amount.

Refunds go to the original payment method and reflect the amount actually paid after discounts. Partial refunds cover the affected items and applicable original shipping charges. A full-order refund for an issue attributable to us or delivery includes the original shipping charge.

No restocking, return-shipping or payment-processing fees will be deducted from eligible refunds.

7. Delivery Issues

Contact us if your parcel is overdue, missing or marked delivered but not received. We will investigate with the delivery partner.

For lost parcels or qualifying late deliveries, we will provide a refund or an agreed replacement in accordance with applicable law, including any legally recognised force-majeure exception for late delivery.

Notify us promptly of incorrect address details. Any agreed reshipping charge caused by customer-supplied incorrect details will be disclosed before reshipping.

8. Contact & Complaints

Customer support and grievance contact:
Priya Arora, Founder — Sukoon Moments
Email: sukoon.moment@gmail.com
WhatsApp / Phone: +91 9810316132

We will acknowledge complaints within 48 hours, provide a complaint reference and resolve them within one month of receipt.

This policy applies to purchases from Sukoon Moments in India. Nothing in this policy limits your rights under applicable Indian consumer protection law.