Return Policy

Return Policy

Last Updated: April 21, 2026

At Organdle, customer satisfaction matters to us. We carefully prepare our handcrafted candles and related products with attention to quality, presentation, and detail. This Return Policy explains the rules for returns, exchanges, damaged items, cancellations, and refunds for purchases made through our website.

By placing an order on our website, you agree to this Return Policy.

1. Scope of This Policy

This policy applies to products purchased through the Organdle website, including handcrafted candles, decorative candles, massage candles, gift items, seasonal products, and customized candle orders, unless a different condition is clearly stated on the product p

2. Because Our Products Are Handcrafted

Many Organdle products are handmade and may include slight differences in finish, shape, color tone, decoration placement, or fragrance intensity. Small variations are part of the handcrafted nature of the product and are not considered defects unless the item is materially damaged, incorrect, or unusable. This reflects the site’s description of its candles as handmade and crafted with natural ingredie

3. Return Eligibility

You may request a return if:

  • The wrong product was delivered
  • The product arrived damaged
  • The product has a clear manufacturing defect
  • The product is unused, unopened where applicable, and in its original condition, and the return request is made within the allowed period

To be eligible for return:

  • You must contact us within 3 days of receiving the order
  • The product must be unused and in its original condition
  • The product must be returned in its original packaging where reasonably possible
  • You must provide the order number and a clear explanation of the issue
  • Photos may be required for damaged, defective, or incorrect items

4. Non-Returnable Items

The following items are generally not returnable unless they arrive damaged, defective, or incorrect:

  • Customized or personalized candles
  • Products made specifically upon request
  • Opened or used products
  • Gift packaging or special event items prepared specifically for the order
  • Any item marked as non-returnable on the product page
  • DIY candle studio bookings or experience-related reservations once the service has been delivered or attended

5. Exchanges

We may offer an exchange instead of a refund when appropriate, especially if:

  • The wrong item was delivered
  • The product arrived damaged
  • A defect is confirmed
  • A replacement is available in stock

Exchange requests are subject to product availability.

6. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us as soon as possible and no later than 48 hours after delivery.

Your request should include:

  • Order number
  • Full name
  • Contact details
  • Description of the problem
  • Clear photos of the item and packaging

If the issue is confirmed, we will offer an appropriate remedy, which may include replacement, store credit, or refund, depending on the case.

7. Returns Based on Customer Preference

Because our products are candles, fragrance-based items, handcrafted pieces, and in some cases customized items, returns based purely on personal preference are limited.

We do not guarantee returns for reasons such as:

  • Change of mind after production or dispatch
  • Personal scent preference
  • Minor variation in handmade appearance
  • Ordering the wrong item by mistake without an error on our side

However, we may review individual cases at our discretion.

8. Order Cancellation

Orders may be canceled before they are prepared, customized, or dispatched.

If a cancellation request is made after production has started, especially for customized or made-to-order items, we may refuse cancellation or deduct any applicable preparation costs.

If the order has already been shipped, the request will be handled under this Return Policy instead of as a cancellation.

9. Refunds

If a refund is approved:

  • It will be processed using the original payment method where possible
  • It may take several business days to appear, depending on your bank or payment provider
  • Delivery charges may be non-refundable unless the return is due to our mistake or a confirmed defect
  • If the product was returned because of customer preference and we approve the return exceptionally, shipping or handling charges may be deducted

10. Return Shipping Costs

  • If the return is due to a wrong item, confirmed defect, or damage caused before delivery, we will bear the reasonable return or replacement cost where applicable
  • If the return is approved for any other reason, the customer may be responsible for the return shipping cost

11. Failed Deliveries and Unreachable Customers

If delivery fails because the customer provided incorrect information, was unreachable, or refused the shipment without a valid reason, additional delivery charges may apply before re-delivery. Refunds in such cases may be reduced by any non-recoverable shipping or handling fees.

12. How to Request a Return

To request a return, exchange, or report an issue, please contact us through the Contact Us page on the website and provide:

  • Order number
  • Customer name
  • Phone number or email
  • Reason for the request
  • Supporting photos, if relevant

13. Processing Time

We aim to review return or damage claims within a reasonable period after receiving all required information. Approval, replacement, or refund timing may vary depending on the nature of the issue, stock availability, and courier handling.

14. Final Decision

Organdle reserves the right to inspect the returned item or request supporting evidence before approving any refund, exchange, or claim. Final decisions will be made reasonably and in accordance with this policy and applicable law.

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