Each Benka piece is handmade, and many are poured in the colours you choose. That’s why we can’t accept returns for a change of mind. If something arrives damaged, defective or wrong, we’ll make it right. This policy follows the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
What isn’t returnable
- Products in perfect condition returned because of a change of mind or a different preference.
- Personalised, custom-colour and made-to-order pieces, including bouquets, hampers and bulk orders, unless they arrive damaged or defective.
- Candles that have already been lit or used.
- Small variations in shade, texture or finish. These are part of handmade work, and colours can look slightly different on screen.
Damaged, defective or wrong items
If your order arrives damaged (including melted or broken in transit), defective, incomplete or different from what you ordered:
- Tell us within 48 hours of delivery on WhatsApp +91 98203 03676 or at sarikasingh7782@gmail.com.
- Share your order number, clear photos of the product and the outer packaging, and an unboxing video if you recorded one.
- Keep the product and packaging until we confirm the next step.
Once we’ve verified the issue, usually within 2 working days, we’ll send a replacement at no extra cost. If a replacement isn’t possible, we’ll give you a full refund of the product price and any shipping charges you paid for it. You won’t need to return a damaged candle unless we ask you to.
Cancelling an order
| Order type | When you can cancel | Refund |
|---|---|---|
| Ready pieces in standard colours | Any time before dispatch | Full refund |
| Custom colours, bouquets and hampers | Within 24 hours of ordering, or before production starts, whichever is earlier | Full refund |
| Bulk and corporate orders | As set out in your written quote | As set out in your written quote |
To cancel, message us on WhatsApp or email us with your order number. Once an order has been dispatched, it can’t be cancelled.
When we cancel
We may cancel an order if a product is unavailable, the price shown was clearly an error, payment didn’t go through, or we can’t deliver to your PIN code. If this happens, we’ll tell you straight away and refund any amount you paid in full.
How refunds are paid
- Approved refunds are processed within 7 working days to your original payment method (UPI, card, net banking or wallet).
- Your bank or payment provider may take another 5–7 working days to show the amount in your account.
- For any order paid offline, we refund by bank transfer or UPI to an account in the buyer’s name.
- We don’t charge any fee to cancel an order or process a refund.
Need help?
If you’re not happy with how a request was handled, you can contact our Grievance Officer. See Grievance Redressal.