Refund policy

Itrāa Essence | Return & Refund Policy

At Itrāa Essence, every candle, wax luminary, and gifting creation is handcrafted with care and attention to detail. Due to the handmade and fragile nature of our products, we maintain a strict No Return & No Refund Policy.

By placing an order with Itrāa Essence, you acknowledge and agree to the terms outlined below.

1. No Return & No Refund Policy

All orders placed on Itrāa Essence are final.

We do not accept returns, exchanges, cancellations, or refunds for:

  • Change of mind after purchase
  • Fragrance preference or scent expectations
  • Product appearance variations resulting from handcrafted production
  • Incorrect orders placed by customers
  • Delay caused by courier partners beyond our control
  • Refusal to accept delivery after dispatch
  • Products that have been used, lit, altered, or damaged after delivery
  • Customized, personalized, branded, corporate, wedding, or bulk orders

As each product is handcrafted, minor variations in color, finish, texture, decoration placement, wax frosting, and fragrance intensity are natural characteristics and are not considered defects.

2. Damaged or Broken Products During Transit

We take utmost care in packaging every order. However, in the rare event that a product arrives damaged due to shipping or handling during transit, we may offer a replacement after verification.

To Report Transit Damage

Customers must notify us within 24 hours of delivery and provide:

  • Order number
  • Clear photographs of the damaged product
  • Photographs of the outer shipping box
  • Photographs of the internal packaging
  • A complete unboxing video

3. Mandatory Unboxing Video Requirement

To be eligible for a replacement due to transit damage, a continuous and unedited unboxing video is mandatory.

The video must:

  • Begin before opening the package
  • Clearly show the sealed package and shipping label
  • Capture the entire opening process without cuts, pauses, or edits
  • Clearly show the damaged product and packaging condition

Claims submitted without a complete unboxing video will not be eligible for replacement.

Photographs alone will not be considered sufficient proof of transit damage.

4. Replacement Policy

After verification of the damage claim, Itrāa Essence may provide:

  • A replacement of the damaged product, or
  • A replacement of the damaged portion of the order

at our sole discretion.

Important

  • Refunds will not be issued for damaged shipments.
  • Approved claims will be resolved through replacement only.
  • Replacement requests are subject to stock availability.
  • If the exact product is unavailable, a similar product of equal value may be offered.

5. Non-Eligible Damage Claims

Replacement requests will not be approved for:

  • Claims reported after 24 hours of delivery
  • Missing unboxing video
  • Edited, incomplete, or interrupted unboxing videos
  • Minor cosmetic imperfections inherent to handcrafted products
  • Natural soy wax frosting, sweating, or slight color variations
  • Melt damage caused by improper storage after delivery
  • Products damaged due to misuse, mishandling, or accidents after delivery

6. Customized & Bulk Orders

All customized, personalized, corporate gifting, wedding gifting, event gifting, white-label, and bulk orders are strictly non-returnable and non-refundable.

As these products are specially produced for each client, no cancellation, return, exchange, or refund will be accepted once production has commenced.

7. Order Cancellation

Orders may only be cancelled before they are dispatched.

Once an order has been shipped, cancellation requests cannot be accepted.

Customized, personalized, corporate, event, wedding, and bulk orders cannot be cancelled once production has started.

8. Contact Us

For damage claims or order-related assistance, please contact us within the specified timeframe.

Itrāa Essence
📧 Email: info@itraaessence.com
🌐 Website: https://itraaessence.com

Last Updated: May 2026

Every Itrāa Essence creation is handcrafted with care. We appreciate your understanding and support for artisan-made products.