If it isn't right
Refunds & Cancellations
What you can send back, what you can't, and how long the money takes to come home.
In effect from 15 October 2026
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Cancelling before it ships
You can cancel any order at no cost while it is still with us. Email orders@thecandycabinet.com with your order number as soon as you can.
Orders leave in 2–3 working days, so the window is short. Once a parcel is with the courier we cannot recall it, and it becomes a return rather than a cancellation.
Returning a piece
You have 30 days from delivery to return anything that is unworn and in the box it arrived in, for any reason, including simply not liking it.
Email us first so we can give you a return address and note it against your order. Please do not send anything back unannounced — we cannot match it to you, which delays your refund.
Return postage is yours to cover unless the item was damaged, faulty or not what you ordered, in which case we cover it. Pack it properly: anything that arrives broken because it was posted loose in an envelope cannot be refunded in full.
What cannot be returned
Pieces you built yourself
A piece assembled to your own selection of base and charms is made for you after you order, so it is not returnable on change of mind. This is the one genuine exception, and it is why the builder shows you the piece and the full price before you commit.
Hand-painting variation
Every charm is painted individually, so linework, lettering and finish differ slightly from piece to piece and from the pictures on the site. That variation is the product working as intended and is not a fault.
None of this affects your rights if something is wrong. A custom piece that arrives damaged, badly made or not matching what you chose is covered in full, exactly like anything else.
If it arrives damaged or wrong
Tell us within 7 days of delivery and send a photograph. We will replace it or refund it, whichever you prefer, and we pay the postage both ways. We will not ask you to argue the point.
How your refund is paid
Refunds go back to the original payment method — we cannot send them anywhere else. Once we have received and checked the return, the refund is issued within 5–7 working days. Your bank may take a few days more to show it.
You get back what you paid for the goods. Original shipping is refunded too where the fault was ours, or where you cancelled before dispatch.
Exchanges
We do not process exchanges directly, because a charm you want may not be in stock by the time your return reaches us. Return the piece for a refund and place a new order — it is faster, and you are not left waiting on both halves of a swap.
Getting hold of us
orders@thecandycabinet.com, or +91 89779 37035. A person reads these, usually within a day.
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