Returns and refunds
You have 10 days from delivery to raise a return with Cando Vixa. With decorative glass and metal the useful rule is: unwrap everything on the day it arrives, film it, and tell us the same week.
The window
Requests must reach us within 10 days of the delivery scan on the courier record. Do not leave a festival order sealed in its box until the day before the occasion — a crack found then is a claim we can no longer put right in time.
What we can accept back
- Unused, unlit, with any protective film and tissue still on the piece.
- The complete set — a set of four comes back as four, with the divided inner tray.
- Original packaging, plus the invoice from the parcel or a photograph of it.
Please return in the wrap it arrived in. Glass re-boxed loosely rarely survives the return leg, and we cannot refund damage caused by the return packing.
What we cannot take back
Anything that has been lit or used — soot inside a votive, wax residue in a holder, or a scorched wick plate makes a piece unsellable. Also personalised and made-to-order items, clearance stock, gift cards, and any set with a piece missing. None of this affects your rights if the goods were faulty or wrongly supplied.
Cracked, chipped or missing on arrival
Record a short unboxing video as you open the parcel, before you unwrap each piece. If glass is cracked, a rim is chipped, mirror tiles are missing, plating is scratched or a piece of the set is absent, email us the clip within 48 hours of delivery. On that evidence we replace or refund immediately and arrange collection at our cost. Without a video a courier will normally reject a glass claim, which is why we ask for it every time.
Handmade variation is not a defect
Mirror inlay, fabric wrapping, pearl work and hand-set filigree vary piece to piece — tile spacing, thread tension and the exact shade of a fabric will differ slightly across a set, and brass darkens with age. That variation is the nature of the work and is not a fault. A cracked body, a missing tile or a bent frame is.
Colour on screen
Gold, brass and mirrored finishes photograph brighter than they look on a table under warm light. We photograph the piece we ship, in daylight, without colour boosting. A shade you find less bright than the photograph is not a defect; a piece that is plainly a different colour from the listing is a wrong supply and we treat it as one.
How refunds are paid
Once the pieces are back and checked, approved refunds are processed within 7 business days. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details. We email the reference as soon as it leaves us.
Who pays the return postage
We do where the fault is ours — broken, defective, incorrect or short. On a change of mind you arrange the return to the address we give you, and we refund the price of the goods once they arrive back intact.
Exchanges
A different colourway or a larger set can be swapped while the pieces are unused. Say so in the first email; if the alternative is in stock we ship it as the original starts back and settle any price difference either way.
Starting a return
Email service@candovixa.shop with the order number, what is wrong, and the unboxing video for a breakage claim. A person replies, usually within one working day, with the return address or the collection arrangement. Please wait for that reply before posting anything back.