Returns, Exchanges & Refunds

At MOUM, we want every candle, votive and wax object to arrive ready to become part of your space. If something isn’t right with your order, please contact us so we can help.

This policy applies to purchases made directly through moum.store.

Damaged, Defective or Incorrect Items

If your order arrives broken, damaged, defective or contains an incorrect item, please email [MOUM customer-care email] as soon as possible, preferably within 72 hours of delivery.

Include:

• Your order number.
• A brief description of the issue.
• Clear photographs of the product and, where relevant, its packaging and shipping label.

An unboxing video can help us understand transit damage, but it is not mandatory to submit a claim.

Please retain the product and packaging until we provide instructions. Do not light or use a candle with cracked or damaged glass.

Once the issue is verified, we will arrange an appropriate replacement or refund. MOUM will cover necessary return and replacement shipping costs for confirmed damaged, defective or incorrect items.

The requested reporting period helps us investigate promptly and does not limit your rights under applicable consumer law.

Change-of-Mind Returns & Exchanges

If you would like to return or exchange an eligible product because you have changed your mind, contact us within 7 calendar days of delivery.

Items must be unused, unlit and in their original condition, with labels, accessories and original product packaging intact. Any product seal must remain unbroken.

For sets, the complete set must be returned.

Fragrance preference alone does not qualify as a product defect. However, an unused product may qualify for a change-of-mind return under the conditions above.

Please obtain return instructions before sending any item back.

Return Shipping & Exchange Costs

For change-of-mind returns, customers are responsible for the return shipping cost. Any pickup charge will be disclosed before you agree to proceed.

The original delivery charge, if any, is not refundable for change-of-mind returns.

For exchanges, availability will be confirmed before approval. Any price difference and delivery charge will be explained in advance. If your preferred replacement is unavailable, you may choose another eligible product or a refund.

These charges do not apply to confirmed damaged, defective or incorrect orders.

Items Excluded from Change-of-Mind Returns

The following are not eligible for change-of-mind returns or exchanges:

• Candles or votives that have been lit or used.
• Wax melts or other wax products that have been used.
• Products with broken seals or missing components.
• Personalized or made-to-order items.
• Items clearly marked “Final Sale” before purchase.
• Products are damaged after delivery through misuse or improper storage.

These exclusions do not affect remedies for products that arrive damaged, are defective or do not match their description.

 

EOSS & Sale-Period Purchases

Items purchased at a discounted price, during a promotional sale or as part of a sale-season offer are not eligible for change-of-mind returns or exchanges. This includes full-priced items purchased during a clearly announced sale period, where this restriction is disclosed before checkout.

This restriction does not affect your rights if an item arrives damaged, is defective, is incorrect or does not match its advertised description. Please contact MOUM customer care for assistance with such orders.

 

Product Appearance & Candle Care

Where a product is described as handmade or mouth-blown, minor variations in colour, finish or dimensions may occur. Some wax formulations may also develop surface frosting or slight changes in appearance.

Such variations are acceptable only where they do not materially affect the product’s safety, performance or advertised characteristics.

If you are unsure whether an issue is cosmetic or a defect, contact us with photographs. We will review it individually.

Please follow the care instructions supplied with your product. Damage caused by improper use or storage is not covered by this policy.

Refunds

After receiving and inspecting an approved change-of-mind return, we will notify you of the outcome within 3 business days.

Approved refunds will be initiated within 5–7 business days of approval. Your bank or payment provider may require additional time to credit the amount.

Refunds will normally be made to the original payment method. For cash-on-delivery orders, we will arrange an electronic refund using details provided securely by you.

Store credit will be offered only if you choose it.

For partial returns, the refund will reflect the amount paid for the returned item after applicable discounts. Any permitted shipping deductions will be explained before the return is processed.

How to Contact Us

Email moum@lane24.design with your order number and request.

We will confirm eligibility and provide pickup or return instructions. Please do not send products to an address printed on the parcel unless we confirm that it is the correct return address.

Company Name: Lane24 Design

Brand Name: MOUM
Registered Address: Block-D, EMAAR BUSINESS DISTRICT, SCO , PLOT NO. EBD 65-D1 & D2, Badshahpur, Sector 65, Gurugram, Haryana 122101
Email- moum@lane24.design

Watsapp- 9811190791

Customer Support Hours: Monday – Friday, 10 AM – 6 PM IST If your concern remains unresolved, you may pursue the complaint channels available under applicable law.

Nothing in this policy excludes or limits rights available under applicable Indian consumer law.