Cancellation, Returns & Refund

Returns and exchanges

As our candles and gifting products are carefully handcrafted, prepared and packed, **we do not accept returns or exchanges** for change of mind, incorrect product selection or personal preferences. **Damaged or Defective Products** If you receive a damaged or defective product, please contact us within **2 days (48 hours) of delivery**. To raise a claim, you must provide a complete, continuous and unedited unboxing video that: - Starts with the unopened parcel and visible shipping label. - Shows the entire process of opening the package. - Clearly captures the product and any damage. - Has no cuts, pauses, edits or interruptions. Claims will be reviewed by our team. If the damage or defect is verified and the claim is approved, an applicable refund will be processed to the original payment method. **Please note:** Refunds are applicable only for verified damaged or defective products. All claims are subject to review and applicable consumer protection laws.

Damaged or incorrect products

If your order arrives damaged, defective, or incorrect, please contact Belakuu as soon as possible after delivery so we can review the issue and determine an appropriate resolution, such as a replacement or refund where applicable. Unboxing video requirement: To help us verify transit damage or missing items, customers must provide a continuous, unedited video of opening the original parcel. The video must begin before the package is opened and clearly show the outer packaging, shipping label, opening of the parcel, and the product received. Edited, cut, AI-generated, or manipulated videos will not be accepted as evidence under this policy. Please retain the original packaging and contact us using the details below with your order number, photographs, and unboxing video.

Report a damaged or incorrect order →

Refunds and replacements

If a damage or incorrect-item claim is approved, Belakuu will communicate the available resolution and any applicable refund or replacement process. Refund timelines will be confirmed when the claim is approved.

Shipping charges

Shipping charges, where applicable, will be displayed or communicated before the order is confirmed. Any shipping charges associated with an approved damaged-product claim will be handled according to the applicable resolution and legal requirements. Customers will not be asked to pay return shipping for an approved claim where applicable law requires otherwise.

Order cancellation

## Order Cancellation Policy Once an order is placed and confirmed, cancellations are not accepted. As our products are handcrafted and prepared with care, we begin processing orders shortly after confirmation. Therefore, customers are requested to review their order details carefully before placing an order.

Contact

For damaged, defective, or incorrect orders, please include your order number and supporting evidence.

Questions? Reach us on WhatsApp or at hello.belakuucandles@gmail.com.