Cancellation, Return, Replacement and Refund Policy
Last updated: 9 October 2026
CANCELLATIONS
Cancellation may be requested within 24 hours by emailing thesoftspace.co.in@gmail.com or WhatsApping +91 84518 67711 with the order number. A request is confirmed only when acknowledged. An order cannot ordinarily be cancelled after production, personalisation, packing or dispatch begins. Personalised orders may be cancelled only before work begins. Confirmed bulk orders follow their quotation.
CANCELLATION BY THE SOFT SPACE
We may cancel for unavailable stock, obvious pricing error, failed payment, suspected fraud, delivery restrictions or inability to fulfil. A paid order cancelled by us receives a full refund to the original method, normally initiated within 24–48 hours of the decision.
CHANGE OF MIND / PERSONALISED
CHANGE OF MIND
We do not accept returns because a customer changes their mind, dislikes a correctly supplied fragrance, chose the wrong size or no longer wants the product. Opened, lit, used or customer-damaged candles are not returnable unless a qualifying defect was not caused by misuse. Sale products keep remedies for damage, defect, misdescription, wrong supply or shortage, but are not change-of-mind returns.
PERSONALISED PRODUCTS
Correctly produced personalised products cannot ordinarily be returned or exchanged. Personalisation charges and committed custom-production costs are non-refundable except for verified damage, defect, incorrect supply or a non-waivable legal remedy. Customers are responsible for spelling, names and content they submit or approve.
DAMAGE, VARIATION
DAMAGE, DEFECT, WRONG OR MISSING ITEMS
Contact us within 24 hours of receipt with the order number, description, clear product photos, packaging photos and shipping-label photo. An unboxing video is helpful but not automatically mandatory. Keep the product and packaging until we respond.
HANDMADE VARIATION
Minor differences in wax appearance, colour, finish, texture or fragrance perception are not automatically defects. We assess whether a variation is reasonable or materially affects identity, safety or expected use.
RESOLUTION
We may request more information or arrange authorised pickup. A verified claim may receive replacement, refund to the original payment method, store credit if the customer agrees, or another fair solution. The Soft Space bears authorised return or replacement shipping for verified damage, defect or wrong supply. If replacement is unavailable, we offer a refund or another agreed remedy.
REFUNDS
Approved refunds are normally initiated within 24–48 hours after investigation and approval. They ordinarily return to the original payment method. Banks and providers may take approximately 5–10 business days or longer to reflect the amount. Shipping and COD charges are ordinarily non-refundable unless the whole order was cancelled before dispatch, non-delivery was our fault or law requires otherwise.
INCORRECT ADDRESS OR FAILED DELIVERY
Where delivery fails because the customer supplied incorrect or incomplete details, was unavailable after reasonable attempts, or refused a correct order, refund or re-shipment is assessed after safe return. Additional shipping and non-recoverable charges may be collected or deducted where lawful.
CONTACT
thesoftspace.co.in@gmail.com | +91 84518 67711. We aim to acknowledge complaints within 48 hours. Complex claims may require courier, payment-provider or product investigation. Nothing limits a consumer remedy that cannot legally be excluded.