Refund policy
At Dioly, we take great pride in creating high-quality handmade soy wax candles and custom gifts. If you’re not completely satisfied with your purchase, we’re here to help.
Return Eligibility
We accept return requests within 14 days of delivery for eligible items.
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase or order confirmation.
Non-Returnable Items
The following items cannot be returned or refunded:
- Personalized or custom-made products.
- Customized corporate gifts.
- Used, burned, or damaged candles due to misuse.
- Gift cards.
- Clearance or sale items (unless damaged or incorrect).
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
Please email support@dioly.in or WhatsApp +91 8697957776 with:
- Your order number.
- Clear photographs of the product and packaging.
- A brief description of the issue.
Once verified, we will arrange a replacement or issue a refund where applicable.
Exchanges
We replace items only if they are damaged, defective, or incorrect upon delivery.
For exchange requests, please contact us within 48 hours of receiving your order.
Refund Process
Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 7–10 business days. Depending on your bank or payment provider, it may take additional time for the amount to appear in your account.
Cancellation Policy
Orders may be cancelled only before they have been dispatched.
Once an order has been shipped, it cannot be cancelled.
Customized and personalized orders cannot be cancelled once production has begun.
International Orders
For international orders, customers are responsible for any customs duties, taxes, or import charges imposed by their country’s customs authorities.
Delivery times may vary depending on customs clearance and local postal services.
European Union Customers
If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws, provided the item remains unused, in its original condition, and in its original packaging.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Dioly
📍 Madhya Kalyanpur
Baruipur
Kolkata – 700144
West Bengal, India
📱 WhatsApp: +91 8697957776
🕒 Business Hours: Monday – Saturday, 10:00 AM – 7:00 PM (IST)