Cancellation, Return & Refund Policy
Website: urbanflame.net
Business: Urban Flame
Last Updated: 20 Sep 2026
Urban Flame is a B2B candle manufacturer and wholesale supplier serving businesses such as corporate gifting companies, gift hamper businesses, event planners, wedding planners, return gift businesses, gift stores, retailers and other bulk buyers.
We supply ready candle products, bulk orders, customised candles and private-label candles.
This Cancellation, Return & Refund Policy explains how order cancellations, returns, replacements, shortages, damages and refund requests are handled. Because customised and private-label products may be manufactured specifically according to a customer’s requirements, the cancellation and return conditions for such products may differ from those applicable to standard ready-stock products.
This Policy should be read together with our Terms & Conditions, Payment Policy and Shipping & Delivery Policy.
1. Order Cancellation
Customers who wish to cancel an order should contact Urban Flame as soon as possible after placing or confirming the order.
Whether an order can be cancelled will depend on factors including:
- whether the order has been confirmed;
- whether production has started;
- whether raw materials, packaging, labels or other order-specific materials have been procured;
- whether customisation or private-label work has started;
- whether the goods have already been packed or dispatched; and
- the terms agreed for the particular order.
The applicable cancellation procedure and any cancellation-related commercial terms are:
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Nothing in this Policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable law.
2. Cancellation Before Production
Where a cancellation request is received before production or order-specific procurement has started, Urban Flame may consider the cancellation request based on the status and nature of the order.
The treatment of any advance or other payment already received in such cases will be:
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Any costs already incurred specifically for the customer’s order may be considered where permitted by applicable law and the agreed order terms.
3. Cancellation After Production Has Started
Once production has started, cancellation may be restricted, particularly where Urban Flame has already incurred costs or committed resources specifically for the order.
This may include costs relating to raw materials, fragrances, colours, jars, moulds, labels, printing, packaging, labour or other order-specific requirements.
The exact cancellation terms applicable after production has started are:
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4. Customised Orders
Customised candles may be produced specifically according to a customer’s selected design, colour, fragrance, size, jar, label, packaging, quantity or other specifications.
Because such products may be difficult or commercially impractical to resell to another customer, cancellation, return or refund eligibility may be restricted once production has started or once products have been manufactured according to customer-approved specifications.
Any such restriction will remain subject to applicable law and the terms agreed for the particular order.
Customised-order cancellation and return terms:
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This does not prevent a customer from raising a genuine claim relating to an incorrect product, manufacturing defect, shortage or other issue for which Urban Flame is responsible under applicable law or the agreed order terms.
5. Private Label Orders
Private-label candles may include customer-specific branding, labels, logos, packaging, artwork or other business-specific requirements.
Once private-label production has started, or goods have been manufactured using customer-approved branding or specifications, cancellation and return eligibility may be restricted because the products may not reasonably be resold to another customer.
The applicable private-label cancellation, return and refund terms are:
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These restrictions do not exclude valid claims arising from manufacturing defects, incorrect goods or other matters for which Urban Flame is responsible under applicable law or the agreed order terms.
6. Customer-Approved Designs
For customised or private-label orders, Urban Flame may request approval of specifications, artwork, labels, colours, fragrances, packaging or other relevant details before production.
Customers are responsible for carefully reviewing the information submitted for approval.
Where goods are manufactured in accordance with specifications expressly approved by the customer, a return or refund should not arise merely because the customer later changes their preference or requirements, subject to applicable law and the agreed order terms.
If the delivered goods materially differ from the approved specifications due to an error attributable to Urban Flame, the customer may submit a claim under this Policy.
7. Returns
Products should not be returned to Urban Flame without prior communication and, where required, approval from Urban Flame.
Return eligibility will depend on the reason for the return, condition of the goods, type of product and applicable order terms.
Urban Flame’s general return procedure is:
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Products should, where reasonably possible, be kept in their received condition until the claim has been reviewed.
8. Wrong Products
If a customer receives products materially different from the products confirmed in the order or invoice, the customer should contact Urban Flame and provide relevant details and evidence.
After verification, Urban Flame will determine the appropriate remedy in accordance with the order terms and applicable law. Depending on the circumstances, this may include correction, replacement, refund, credit adjustment or another mutually agreed resolution.
No particular remedy is automatically guaranteed until the claim has been reviewed.
9. Manufacturing Defects
If goods are received with a suspected manufacturing defect, the customer should report the issue and provide sufficient information for Urban Flame to assess the claim.
A manufacturing defect does not ordinarily include damage resulting from improper storage, mishandling, heat exposure, incorrect use, modification after delivery or other circumstances outside Urban Flame’s reasonable control.
Because candles may be affected by temperature, storage and handling conditions, Urban Flame may request information about the manner in which the products were stored or handled before determining the cause of an issue.
The applicable defect assessment and remedy policy is:
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10. Transit Damage
If goods appear to have been damaged during transportation, the customer should document the condition of the shipment and packaging as soon as reasonably possible.
Where appropriate, customers should retain the damaged goods, outer cartons and packaging while the claim is being assessed.
Responsibility for transit damage may depend on the agreed shipping arrangement, transporter terms, risk allocation and other circumstances of the order.
Urban Flame’s specific transit-damage claim policy is:
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Legal Review Recommended: The point at which risk of loss or damage passes from Urban Flame to the B2B customer should be clearly defined in the Terms & Conditions and reviewed by an Indian legal professional.
11. Quantity Shortage
If the quantity received is less than the quantity shown in the applicable invoice, packing details or dispatch documentation, the customer should notify Urban Flame and provide supporting evidence.
Urban Flame may verify dispatch records, packing records, transporter information and other relevant documentation before determining the appropriate resolution.
Shortage claim procedure:
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12. Claim Process
To raise a cancellation, return, damage, defect, shortage or refund-related claim, customers should contact Urban Flame through the designated contact method and provide sufficient information to identify the order and assess the issue.
Claims may be reviewed against:
- the quotation or order confirmation;
- invoice;
- approved product specifications;
- approved artwork or design;
- dispatch and packing records;
- photographs or videos;
- transporter information; and
- other relevant records.
Submission of a claim does not automatically mean that a refund or replacement has been approved. Urban Flame will first review the claim.
13. Evidence Required
Depending on the nature of the claim, Urban Flame may reasonably request:
- invoice or order details;
- product name and quantity;
- photographs of the affected goods;
- photographs of outer and inner packaging;
- video showing the condition of the shipment or product, where relevant;
- details of any shortage;
- transporter receipt or delivery documentation, where applicable;
- approved design/specification reference for customised products; and
- any other information reasonably necessary to verify the issue.
Only evidence reasonably relevant to the claim should be requested.
14. Claim Reporting Time
Customers should report visible damage, shortages, incorrect goods or other apparent issues within the applicable reporting period.
Urban Flame’s reporting period is:
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Different treatment may be appropriate for issues that could not reasonably have been identified immediately upon delivery. The final reporting terms should comply with applicable law and the agreed order terms.
15. Refund Eligibility
Refund eligibility will depend on the facts of the particular claim, the nature of the product, the applicable order terms and applicable law.
A refund may be considered where appropriate after Urban Flame has reviewed and accepted the claim.
The circumstances in which Urban Flame will provide refunds are:
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For customised and private-label products, refund eligibility may be restricted where the products have been manufactured according to customer-approved specifications, except where a valid defect, incorrect supply or other legally recognised claim exists.
16. Replacement Eligibility
Where a claim is verified, a replacement may be considered where appropriate and commercially practicable.
Whether replacement, correction, refund, credit adjustment or another remedy applies will depend on the circumstances of the claim and the applicable order terms.
Urban Flame’s replacement policy is:
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A replacement is not automatically guaranteed merely because a claim has been submitted.
17. Non-Returnable Products
Subject to applicable law and the specific order terms, certain products may be unsuitable for return, particularly:
- customised products manufactured to customer-specific requirements;
- private-label products carrying customer-specific branding;
- products manufactured according to customer-approved designs or specifications;
- goods altered, used or damaged after delivery for reasons not attributable to Urban Flame; and
- other products designated as non-returnable under the agreed order terms.
The final list of non-returnable products and any exceptions should be specified here:
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Non-returnable status should not be used to exclude valid rights or remedies relating to genuine manufacturing defects, incorrect supply or other obligations that cannot lawfully be excluded.
18. Refund Processing
Where Urban Flame approves a refund, the customer will be informed of the approved amount and applicable method of refund.
Refund method:
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Refund processing timeframe:
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Any adjustment for taxes, credit notes or other B2B accounting requirements will be handled in accordance with applicable law and accounting requirements.
19. Shipping/Transport Charges
Responsibility for original shipping charges, return transportation charges and replacement shipment charges will depend on the reason for the claim and the agreed shipping terms.
Urban Flame’s policy regarding these charges is:
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Where a return or replacement results from an error attributable to Urban Flame, the applicable transport-charge treatment should be clearly specified in the final policy.
Where a return is accepted for another reason, responsibility for transportation costs should also be stated before the return is arranged.
20. Contact Information
For cancellation, return, refund, replacement, shortage or damaged-goods enquiries, please contact:
Urban Flame
Website: urbanflame.net
Email: [INSERT EMAIL ADDRESS]
Phone/WhatsApp: [INSERT PHONE NUMBER]
Business Address: [INSERT BUSINESS ADDRESS]
Please provide your order/invoice details and a clear description of the issue so that the matter can be reviewed efficiently.