Return Policy

1. Return Policy

Effective Date: 17/10/2026

At Sueñeiro, we take pride in creating thoughtfully handcrafted candles, handmade chocolates, personalized gifts, candle-making kits, chocolate-making kits, and curated gifting hampers. Each product is prepared with care, and certain products are individually crafted, personalized, made to order, or assembled specifically for your gifting requirements.

Given the handmade, customized, decorative, and, where applicable, perishable nature of our products, we maintain this policy to ensure transparency and a fair experience for our customers. By placing an order through our website, social media channels, or other authorized sales channels, you acknowledge that you have read this Policy, subject always to your rights under applicable law.

General Return and Exchange Policy

We generally do not accept returns or exchanges for products that have been correctly supplied, delivered in the condition described, and are free from defects or damage, merely because a customer has changed their mind, no longer requires the product, or is dissatisfied with a personal preference.

This restriction particularly applies to:

• Handcrafted and made-to-order candles.
• Handmade chocolates and edible gifting products.
• Personalized, customized, engraved, labelled, or specially commissioned gifts.
• Candle-making and chocolate-making kits.
• Gift hampers, festive hampers, curated gift boxes, and combination packages.
• Products prepared or procured specifically for an individual order, event, celebration, or occasion.

However, nothing in this Policy excludes or limits any non-waivable rights or remedies available to a customer under applicable consumer protection, product safety, food safety, e-commerce, or other mandatory laws.

Eligible Return Reasons

Damaged Products

If a product arrives physically damaged, broken, leaking, melted, crushed, or otherwise materially damaged during transit, please notify us within 24 hours of delivery wherever reasonably practicable. For candles, this may include a cracked or shattered container, substantial wax damage, or other material damage that affects the product’s intended use or presentation. For chocolates and edible gifts, this may include material crushing, contamination, packaging failure, or melting that substantially affects the product’s quality, safety, or intended presentation.

Incorrect Products

If you receive an item different from the product, variant, fragrance, colour, quantity, design, or specification confirmed in your order, please contact us with supporting evidence. We will verify the order details and determine an appropriate resolution.

Missing or Incomplete Orders

If any item, component, accessory, message card, or other expressly included part of your confirmed order is missing, please notify us so that we can investigate and arrange an appropriate resolution.

Material Quality or Manufacturing Defects

If a product has a material manufacturing defect or does not substantially conform to its confirmed description or specifications, please contact us with details and supporting evidence. Any request relating to an edible product will be assessed with particular regard to food safety and applicable food regulations.

Handmade, Edible and Personalized Products

Our candles may be handcrafted in small batches. Small variations in colour, finish, texture, fragrance intensity, or appearance may occur as part of the handmade production process. Such ordinary variations, where consistent with the product description and applicable safety and quality requirements, do not by themselves constitute a defect. This does not exclude claims involving material defects, unsafe products, substantial non-conformity with the product description, or damage during delivery.

Handmade chocolates and other edible gifting products may be sensitive to heat, humidity, handling, storage conditions, and transit duration. Customers should follow the storage instructions provided with the product and consume edible products in accordance with the stated best-before, use-by, or expiry information. We generally cannot accept change-of-mind returns of edible items, particularly where the product is perishable, has a short shelf life, or has been unsealed after delivery, except where a return or other remedy is required by applicable law.

Products prepared according to customer-specific instructions, including personalized labels, names, messages, colours, fragrances, designs, packaging, event themes, or bespoke gifting arrangements, are generally not eligible for change-of-mind returns once production has commenced. Customers are responsible for reviewing the personalization details and specifications submitted at the time of ordering. Where a product is manufactured incorrectly by us, materially differs from the confirmed specifications, arrives damaged, or otherwise qualifies for a remedy under applicable law, we will review the claim and provide an appropriate resolution.

Reporting Period and Evidence

Customers should report any apparent damage, incorrect item, missing item, or delivery-related issue within 24 hours of delivery, wherever reasonably practicable. Please email us at sueneiro@gmail.com or contact us through (Whatsapp) +91 7989544254, providing your order number and order date, name and registered contact details, clear photographs of the product, its packaging and shipping label where relevant, and a brief description of the issue. Please retain the product, packaging, and relevant shipping materials until we advise you on next steps.

We may request additional reasonable information to verify a claim. We will assess claims fairly and will not reject an otherwise valid statutory claim solely because it was not reported within 24 hours where applicable law provides a longer period or does not permit such a restriction.

Circumstances That May Affect Eligibility

Subject to mandatory consumer rights and the circumstances of the claim, a voluntary return may not be available where a correctly supplied product is returned solely because of a change of mind or personal preference; the customer supplied incorrect personalization details or an incorrect delivery address; the product has been used, altered, mishandled, or stored contrary to supplied instructions; damage occurred after delivery through misuse or avoidable improper handling; an edible product has been consumed, unsealed, or stored improperly, making a voluntary return unsuitable for hygiene or safety reasons; a claim remains unsupported by sufficient evidence after a reasonable opportunity to provide it; or the request concerns a minor variation reasonably inherent in handcrafted production and the product otherwise conforms to its description.

These circumstances will be considered individually. They will not automatically defeat a claim involving a product defect, unsafe product, misrepresentation, delivery failure attributable to us, or any remedy protected by applicable law.

Where a provision of this Policy conflicts with a mandatory legal requirement applicable to a particular transaction, the mandatory requirement will prevail to the extent of the conflict.

Contact: Sueñeiro | sueneiro@gmail.com | +91 7989544254 | Om Sree Glory, Kowkoor, Yapral, Secundrabad, Telangana, India | sueneiro.in