Cancellation & Refund Policy

Last updated: 13 October 2026 · Version 1.0

Every Little Oak piece is hand-poured to order or in small batches, so this policy is a little different from a big warehouse's. It's designed to be fair to you, and to keep a small studio running. It forms part of our Terms & Conditions.

At a glance

1. Cancelling an order

1.1 Ready-stock pieces: you can cancel any time before the order is dispatched. WhatsApp or email us with your order number. You'll get a full refund.

1.2 Personalised, custom-colour and made-to-order pieces (anything with a name tag, a colour made specially for you, or marked "made to order") are started for you soon after you order. You can cancel these within 12 hours of placing the order, as long as production hasn't started. After that they can't be cancelled.

1.3 Once an order is dispatched, it can't be cancelled. If you refuse it at the door, section 5 applies.

1.4 Bulk and corporate orders follow section 10 of our Terms & Conditions and the written quote.

1.5 When we cancel. We may cancel an order for the reasons in section 4.2 of our Terms (for example, it can't be made, the PIN code isn't serviceable, a pricing error, an unconfirmed COD order, or suspected fraud). You get a full refund of anything you paid. If we cancel a confirmed order for a reason on our side (for example, we can't make it in time or in that colour), we also add ₹158 store credit to your account, valid for 6 months, as an apology. Store credit isn't added for cancellations caused by pricing errors, unserviceable PIN codes, unconfirmed COD orders, or suspected fraud.

2. Damaged, broken, wrong or missing — our Re-pour Promise

Our pieces are double-packed, but couriers aren't always gentle. If something arrives damaged, we fix it.

2.1 Tell us within 48 hours of delivery (as shown on the courier's tracking), on WhatsApp +919999999999 or by email to —, with:

• your order number;
• clear photos of the damaged piece;
• a photo of the outer box and the shipping label.

2.2 Orders above ₹2,000 — please record an unboxing video. For orders worth more than ₹2,000, we need one continuous, unedited video of the sealed parcel being opened, showing the shipping label, to process a damage or missing-item claim. We remind you about this in your order confirmation and dispatch messages.

2.3 Keep the broken piece and the packaging for 7 days. We usually don't need it back, but the courier sometimes asks to inspect it.

2.4 What we do: once we've approved the claim (usually within 1 working day), we pour that piece again and ship it to you free. If we can't re-make it (for example, the colour or design is no longer available), or if you'd rather not wait, we refund that piece's price instead.

2.5 Wrong item sent: we send the right item free. We'll either arrange a pickup of the wrong item, or tell you to keep it.

2.6 Missing item: if your parcel arrives without something you ordered, report it within 48 hours with photos of the open box and the label. We check the packing records and the courier's weight record, and send the missing item or refund it within 7 working days.

2.7 Outer box visibly damaged or tampered with at delivery? If you can, refuse it, or open it in front of the delivery person, and tell us straight away.

2.8 Manufacturing defects that aren't transit damage (for example, a crack that appears within a week, or a candle wick that won't sit straight) must be reported within 7 days of delivery with photos. We re-make the piece or refund it.

2.9 What isn't damage or a defect: natural handmade variation (colour, shade, swirls, tiny bubbles or pinholes, small size or weight differences), slight colour difference from what you saw on screen, damage after delivery, and damage caused by heat, direct sun, water, dropping, burning outside the care instructions, or other misuse.

2.10 Claims made after these time limits, or without the photos or video asked for above, may not be accepted for transit damage or missing items, because after that we can't raise a claim with the courier. This doesn't affect your legal rights for genuinely defective goods.

3. Exchanges (changed your mind)

Because every piece is made by hand, often for your order, we don't accept returns or give refunds for a change of mind. We do offer a 7-day exchange.

3.1 You can exchange a piece for a different colour or a different product within 7 days of delivery, if it is:

• unused, unlit, unwashed and undamaged;
• in its original packaging, with its care card;
• not personalised, custom-coloured, made to order, part of a bulk order, a free gift, or bought on a clearance sale;
• not a candle that's been lit, or a kit that's been opened.

3.2 Message us first to get an exchange approved. Then send the piece back to our studio, well packed, at your own cost (we'll share the address and packing tips). We aren't responsible for pieces damaged on the way back to us, so pack them carefully.

3.3 Once it reaches us, we check it within 3 working days. If it meets 3.1, we ship your exchange piece free. If the new piece costs more, you pay the difference; if it costs less, we refund the difference to your original payment method.

3.4 One exchange per order.

4. How and when refunds are paid

4.1 Prepaid orders: refunds go back to the original payment method through Razorpay. We start the refund within 2 working days of approving it. It then usually reaches your account within 5–7 working days, depending on your bank. UPI refunds are often faster.

4.2 Cash on Delivery orders: we refund to a UPI ID or bank account you give us, within 7 working days of receiving those details. We only use these details to send your refund.

4.3 We refund the price of the item. Shipping charges are refunded only if the whole order is cancelled before dispatch, or the whole order arrives damaged or wrong.

4.4 If the refund means the order no longer qualifies for an offer you received (for example, a free gift, a "3rd free" piece or a minimum-value code), we deduct the value of that benefit from the refund, as set out in section 6.2 of our Terms. You can return the free item unused instead.

4.5 Store credit is refunded as store credit.

4.6 We'll confirm by email or WhatsApp when a refund has been started, with the reference number.

5. Parcels refused or not delivered

5.1 If a prepaid order comes back to us because the address or phone number you gave was wrong or incomplete, you couldn't be reached after the courier's attempts, or the parcel was refused, we'll ask whether you'd like it re-sent (you pay ₹158 for shipping) or refunded. A refund is the order value minus ₹158 (₹79 each way, which is less than what the courier charges us). Personalised pieces can't be resold, so for those we offer to re-ship, or refund only the non-personalised items.

5.2 For COD orders that are refused or not delivered for these reasons, we may stop offering COD to that phone number and address.

5.3 If a parcel is lost by the courier or comes back because of a mistake on our side, you'll get a free re-ship or a full refund, whichever you choose.

6. Contact

Consumer care: — · WhatsApp +919999999999 · — · — If you aren't happy with how we've handled your request, write to our Grievance Officer, —, at —. They'll acknowledge your complaint within 48 hours and resolve it within one month.