At Kana Creations, we always aim to provide you with our beautiful and hand-poured products as quickly as possible. We take pride in our customer service as well as the quality of our products and their sustainable packaging.

In the unlikely event that an issue arises, we aim to resolve it as quickly and effectively as possible; our customers are immensely important to us.

Order Fulfillment:

All our products require a period of 1–3 working days for the dispatch of your order shipment.

Shipping Service:

All orders are sent via delivery partners, where they ‘aim for’ door-to-door service. A tracking link will be sent via SMS and/or email by the courier partner. The dispatch timeline is 1-3 days, and delivery timelines are 5–10 days (depending on location) from the dispatch date. However, please do note that this is only an aim for time, and some percentage of shipments can take longer. 

The above time estimates do not account for natural calamities like monsoon rains etc.

Shipping Rates:

Our products and packaging are of varied sizes and weights. Shipping charges are applicable based on the delivery pincode and weight. We also have a local pick-up option available for those living in Noida, Delhi, Gurgaon, and Faridabad. In this option, you could either come and pick up the products in person from our office or we could arrange for a delivery, which you would have to pay for.

If you need any assistance with regard to the shipment of your order or delivery, please email us at contactus@kanacreations.art

Cancellations

For any reason, if you would like to cancel your order, you must do so within 24 hours of placing the order. Please email us at contactus@kanacreations.art  with your order number if you need any assistance on this.

Once shipped, we will not be able to cancel your order.

Delivery of the shipment:

Our courier partners make 3 attempts to deliver your shipment. So please make sure that you have someone to receive the packet. 

Lost Shipments: 

In order to conclude a parcel has been lost, a period of 20 working days from the shipped date must expire. In this event, please contact contactus@kanacreations.art and a member of our team will begin an investigation into its whereabouts. 

Returns 

Our wax products are perishable in nature and our jute and bath salt products have a hygienic perspective, we cannot take the return of them once they are out of our supervision. Hence all sales are final. 

In the unlikely event that you receive the wrong product, we will be happy to exchange the product, so long as the below measures are followed:

The item(s) you wish to return must be:

  • received within the last 7 days
  • Unused
  • remain in their original packaging and in perfect condition without breakage
  • Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process the exchange of the product. 

Please note, that we can not cover the cost of any return shipping charges unless the item you received was broken, faulty, or incorrect. It is at the buyer’s discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer an exchange. 

Your Exchange: 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. 

If approved, then your product exchange will be processed.

Incase we do not have the product available, we will process your refund within 7 days. The amount will be refunded to the same account the payment was made from. If you do not receive a refund, contact your debit/credit card company, it may take some time before your refund is officially posted. 

Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at contactus@kanacreations.art 

Broken Item/s:

Once the shipment is processed, we rely on our courier partners to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, provided a photo of the packet received, each damaged item and shipping label with AWB number are sent to contactus@KanaCreations.art, within 24 hours.

If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchase. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused after safely arriving to you, we reserve the right not to process a refund.

In rare instances where a product has become faulty during use, it is essential that you follow the care guide provided with your order. It is critical for you to read the product usage and safety instructions. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn’t been followed, we are unable to provide a refund or replacement. 

Non-refundable and Perishable Item/s

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/color changes (a natural occurrence in Soy wax). None of the aforementioned surface imperfections will negatively affect the performance of the product and therefore are not criteria fitting in damage or faults.

Please ensure you follow all of the product usage guidance provided with your order, to achieve the best performance from your products.  

We adhere to the Consumer Rights Act 2015. All Rights Reserved.

To get in touch and to ask any questions, please see our Contact Us page.