Return & Refund Policy
Last updated: 22 October 2026
Every product is checked and packed carefully before dispatch. Our products are decorative, fragile and, in the case of candles and tealights, hygiene-sensitive. For this reason we accept claims only for damaged, defective or wrong products, as set out below.
1. No returns for change of mind
We do not accept returns, exchanges or refunds if you changed your mind, ordered by mistake, do not like the product, or find that the colour, shade or look differs slightly from what you saw on your screen.
2. When we accept a claim
We accept a claim only if your order:
- arrived damaged or broken,
- is not the product you ordered, or
- arrived with a defect that stops it from working (for example, a lamp that does not switch on).
3. Time limit
You must email us within 7 days of delivery. Claims made after 7 days are not accepted.
4. Proof is compulsory
Please email helpdesk@thefestivalglow.com or thefestivalglow@gmail.com with:
- your order number,
- a complete, uncut unboxing video that starts with the sealed parcel and the shipping label and shows the product being opened,
- clear photos of the product, the box and the shipping label.
Claims without an unboxing video, or with a cut or edited video, are not accepted.
5. Condition of the product
The product must be unused, with all its packaging and accessories (such as cables and manuals). Please keep everything until your claim is closed. Do not light, use or throw away the product or its packaging before we reply.
6. What is not covered
- Damage after delivery, including drops, water, heat, flame or use with a wrong power source.
- Products that have been opened, used, lit or washed, unless the claim is for a defect that stops them working.
- Small differences in colour, shade, finish or size.
- Claims made after 7 days, or without the proof listed above.
- For combo and multi-item orders, only the damaged or defective item is covered, not the whole order.
7. How we decide
We review your proof and reply by email. We may ask for more photos or videos. We may reject a claim if the proof does not show damage, a defect or a wrong product.
8. Replacement first, refund last
If your claim is approved, we send a free replacement of the same product. If a replacement is not possible, we refund the price of the affected item, and we will confirm the refund method with you by email.
9. Do not send anything back without approval
Please do not ship any product back before we approve your claim and tell you how. Parcels sent without approval will not be accepted.
10. Cancellations
Email us as soon as you can. We can cancel an order only if it has not been dispatched yet. If you refuse a Cash on Delivery parcel without a valid reason, we may not accept Cash on Delivery for your future orders.
11. Your legal rights
Nothing in this policy limits any right you have under applicable consumer protection law.
Contact us
Helpdesk: helpdesk@thefestivalglow.com
Email: thefestivalglow@gmail.com
Address: Kurauli, 1st Floor, Bapu Market, Barabanki, Uttar Pradesh 225003, India