Return Refund

Thank you for shopping with Izna Organic Soap and Candle Making. We take great care in preparing, packaging, and shipping our handcrafted soaps, scented candles, diffusers, wax sachets, and gift hampers.

If you receive a damaged, defective, incorrect, or incomplete order, please contact us and we will be happy to assist you in accordance with the terms below.

1. Eligibility for Returns

We accept returns or replacement requests only in the following circumstances:

  • The product was received damaged or broken during transportation.
  • You received a product different from the product you ordered.
  • The product is defective or has a manufacturing issue.
  • Your order is incomplete or an item is missing from the package.
  • The product received does not materially match the description or specifications provided on our website.

To be eligible for a return or replacement, the product must generally be unused and in its original packaging, except where the product has been damaged during delivery.

2. Return Request Period

Please contact us within 48 hours of delivery if you receive a damaged, defective, incorrect, or incomplete product.

For damaged products, we strongly recommend taking clear photographs or videos of:

  • The outer shipping package.
  • The shipping label.
  • The damaged product.
  • The inner packaging and protective material.

This information may be required to process your return, replacement, or refund request.

Requests submitted after the applicable period may not be accepted.

3. Products That Cannot Be Returned

For hygiene, safety, quality, and product-integrity reasons, we generally do not accept returns for products that have been:

  • Opened or used.
  • Altered, melted, burned, consumed, or partially used.
  • Damaged after delivery due to improper handling or storage.
  • Returned without the original packaging where the packaging is required to verify the product.
  • Purchased as part of a customised or personalised order, unless the product is defective, damaged, or incorrectly supplied.

Organic soaps, scented products, candles, car diffusers, reed diffusers, wax sachets, and similar personal-use or fragrance products are not eligible for return merely because the customer does not like the fragrance, colour, appearance, or personal preference after opening or using the product.

4. Damaged Products

If your product arrives damaged, please notify us within 48 hours of delivery with photographs and/or an unboxing video where available.

After reviewing the information, we may offer:

  • A replacement of the damaged product; or
  • A refund of the applicable product amount, where replacement is not available.

The final resolution will depend on the nature and extent of the damage and product availability.

5. Wrong Product Received

If you receive a product different from what you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange for the incorrect product to be returned and provide:

  • The correct product; or
  • A refund, if the correct product is unavailable.

Izna will bear the applicable return shipping cost when the error is attributable to us.

6. Defective Products

If you believe that a product has a manufacturing defect, please contact us within 48 hours of delivery and provide photographs/videos and a description of the issue.

Our team will review the complaint and may request additional information to determine whether the issue qualifies for replacement or refund.

Normal variations in handcrafted products, including minor differences in colour, texture, finish, fragrance intensity, shape, or appearance, may not be considered manufacturing defects.

7. Refunds

Once your return/refund request has been approved, the refund will be processed through the applicable payment method or payment gateway, wherever possible.

Depending on the payment method and banking/payment-service provider, the amount may take additional business days to appear in your account.

For prepaid orders, the eligible refund amount will generally be credited to the original payment method.

For Cash on Delivery (COD) orders, where a refund is approved, we may request valid bank account/UPI details to process the refund.

8. Shipping Charges

Original shipping charges are generally non-refundable unless:

  • The wrong product was shipped by Izna.
  • The product arrived damaged due to transit.
  • The product is defective.
  • The order was otherwise incorrectly fulfilled by us.

If a return is approved because of an error attributable to Izna, we will provide appropriate instructions regarding return shipping.

9. Order Cancellation

Orders may be cancelled only before they have been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

If you wish to cancel an order, please contact us as soon as possible with your order number.

If a cancellation is successfully approved for a prepaid order, the eligible amount will be refunded through the original payment method.

10. Delivery Refusal

Customers are requested not to refuse delivery solely because they have changed their mind about the purchase.

If a package appears visibly damaged at the time of delivery, you may contact us immediately and, where possible, record the condition of the package before accepting or opening it.

11. Exchange / Replacement

Replacement is subject to product availability.

If the same product is unavailable, Izna may offer an alternative resolution, including a refund of the eligible amount.

Replacement products may be subject to the same product specifications and availability as the original order.

12. Promotional and Gift Orders

Products purchased under promotional offers, special campaigns, bundles, gift sets, hampers, or discounted pricing may have specific return conditions.

Unless otherwise stated on the relevant product or promotional page, such products are eligible for replacement/refund only where they are damaged, defective, incorrect, or otherwise qualify under this policy.

13. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us with:

  • Order number.
  • Customer name.
  • Registered email address or phone number.
  • Product name.
  • Reason for the request.
  • Clear photographs/videos of the product and packaging, where applicable.

Please send your request to:

Email: info@iznaorganicsoapandcandle.com
Phone: +91 9873975553

Our team will review the request and provide further instructions.

14. Inspection and Approval

All return, replacement, and refund requests are subject to verification.

Izna reserves the right to request photographs, videos, order details, packaging information, or other reasonable evidence before approving a claim.

A return or refund will not be considered approved until confirmation has been provided by our team.

15. Refund for Products Not as Advertised or Agreed

If a product received is materially different from the product advertised or agreed upon, or if an order cannot be fulfilled as agreed, Izna will provide an appropriate resolution, which may include replacement, cancellation, or refund, subject to applicable law.

16. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Izna Organic Soap and Candle Making
Phone: +91 9873975553
Email: info@iznaorganicsoapandcandle.com

We are committed to providing a fair and transparent shopping experience and resolving genuine product-related issues as quickly as possible.

Made in India with Love.