Refund policy

At Nouveau Haven, each piece is thoughtfully handcrafted and carefully quality-checked before it is packed and shipped. Due to the handmade nature of our products, we do not accept returns or exchanges for change of mind, personal preference, or incorrect orders placed by the customer.

Damaged, Defective or Incomplete Orders

We take great care in packaging every order. However, if your order arrives damaged, defective, or incomplete, we're here to help.

To be eligible for a replacement or refund, please:

• Email us at nouveauhaven.studio@gmail.com or WhatsApp us at
  +91 8971166854 within 48 hours of delivery.
• Share a clear continuous unboxing video recorded from the moment the sealed parcel is opened. The video must be unedited, without cuts or pauses, and should clearly show the shipping label, packaging, and the products inside.
• Include clear photographs of the damaged product(s), if requested.

Once we verify your claim, we will arrange a replacement or issue a refund for the affected item(s), as applicable.

Unfortunately, claims submitted without an unboxing video or after 48 hours of delivery may not be eligible for replacement or refund.

Return to Origin (RTO) Policy

If an order is returned to us by the courier due to any of the following reasons:

• Incorrect or incomplete shipping address provided by the customer
• Incorrect phone number
• Customer unavailable after multiple delivery attempts
• Delivery refused by the customer
• Failure to collect the parcel
• Any other reason attributable to the customer

the order will be treated as a Return to Origin (RTO).

Once the parcel is received back by us, we will contact you.

You may choose one of the following options:

• Re-shipment: We will happily resend your order after payment of the applicable shipping charges.
• Cancellation: If you choose not to have the order re-shipped, a refund will be issued only for the product value, after deducting the original shipping charges, return shipping charges (if applicable), payment gateway fees, and any other costs incurred in processing the order.

Orders that are refused at the time of delivery or returned due to customer-related reasons are not eligible for free re-shipping or a full refund.

Incorrect Address or Incomplete Information

Customers are responsible for providing accurate shipping details and contact information while placing an order.

If you notice an error in your shipping address, please contact us immediately. While we will do our best to update the address before dispatch, we cannot guarantee changes once an order has been processed or shipped.

Nouveau Haven shall not be held responsible for delays, failed deliveries, or additional shipping charges arising from incorrect, incomplete, or inaccurate information provided by the customer.

Cancellation Policy

Orders may only be cancelled before they are in Production.

Once an order is under production, it cannot be cancelled.

Refund Processing

Where a refund is approved, it will be processed to the original payment method within 7-10 business days after approval. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

Handmade Products

Every Nouveau Haven product is handcrafted, making each piece one of a kind. Minor variations in colour, texture, fragrance, floral arrangement, decorative elements, and finish are a natural characteristic of handmade products and are not considered defects.

We put real care into our product photography to make sure that every image on our website is captured with the intention of showing you exactly what you'll receive.

Each candle is lovingly handcrafted. However, slight differences may occur due to the handcrafted nature of our products and colours may appear slightly different depending on your screen and photography lighting.

Your piece will always be just as beautiful in person.

Soy Wax Disclaimer

Our candles are handcrafted using 100% natural soy wax. As soy wax is a natural material, you may notice slight frosting, tiny air bubbles, minor surface imperfections, or subtle colour changes over time. These are natural characteristics of soy wax and do not affect the quality, performance, or safety of the candle.

Such occurrences are not considered manufacturing defects and are therefore not eligible for replacement or refund.

Fragrance Disclaimer

Fragrance perception is highly personal and may vary depending on individual sensitivity, room size, temperature, and surrounding environment.

For this reason, differences in fragrance strength or personal scent preference are not considered product defects and are not eligible for returns, exchanges, or refunds.

Sale & Promotional Items

Products purchased during sales, promotional events, clearance sales, or using discount codes are considered final sale and are not eligible for return, exchange, or refund, except where the product is received damaged, defective, or incomplete.

Lost Parcels

If a parcel is confirmed as lost in transit by the courier partner, Nouveau Haven will arrange either a replacement or a refund after receiving confirmation from the courier.

Claims for lost parcels are subject to the courier partner's investigation and final confirmation.

Right to Decline Claims

Nouveau Haven reserves the right to reject any replacement or refund request if:

• The required unboxing video is not provided.
• The claim is submitted more than 48 hours after delivery.
• The product has been used, altered, or damaged after delivery.
• The claim is found to be fraudulent, misleading, or unsupported by sufficient evidence.

Need Help?

If you have any questions regarding your order, feel free to contact us.

Email: nouveauhaven.studio@gmail.com

WhatsApp: +91 8971166854

Nouveau Haven reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Any changes will take effect immediately upon being published on this page.