Replacement & Refund Policy

Cennedy Candle Works – Official Global Return, Replacement & Refund Policy

Document Version: 1.0
Effective Date: 18.11.2025
Policy Language: English (Primary)
Policy Coverage: India Domestic + International Commercial & Personal Shipments
Company Legal Owner: Cennedy Candle Works
Primary Registered Office: M88/203 SP Sukhobristi Housing Complex, Rajarhat Newtown, Kolkata 135, West Bengal, India
Official Customer Support E-mail: support@cennedy.com
Official WhatsApp Support: +91-9748953778
Global E-commerce Domain Set:

India (IN): cennedy.in
United Kingdom (UK): cennedy.co.uk
United States (US): cennedy.us
European Union (EU): cennedy.eu
United Arab Emirates (UAE): cennedy.ae
Canada (CA): cennedy.ca
Australia (AU): cennedy.au
International Primary Commerce Gateway: cennedy.com

1. POLICY OBJECTIVE & LEGAL NATURE

This Return, Replacement & Refund Policy is a binding commercial agreement between Cennedy Candle Works (hereafter referred to as “Company”, “We”, “Us”, “Our”) and any individual or entity who purchases products through any official Cennedy-authorized sales channel (hereafter referred to as “Customer”, “Buyer”, “User”, “You”, “Your”).

This document defines:

Eligibility criteria for refund or replacement
Required documentary evidence
Time-bound reporting conditions
Domestic (India) vs. International rules
Personal vs. commercial purchase rules
Special-order and customized-product rules
Investigation, insurance, and fraud control rules

This policy shall be published publicly and shall be deemed accepted automatically when:

A user browses, interacts, or transacts on any Cennedy domain;
A user processes payment via our approved payment gateways;
An order confirmation is issued electronically;
The shipment is handed to our official logistics partner (DHL / FedEx / India-based carriers).

2. COMPANY POSITION & BRAND STANDARD

Cennedy Candle Works is a premium candle manufacturing house offering hand-crafted, hand-poured, non-mass-produced boutique candles designed using curated wax formulations, premium fragrances, and artistic moulding techniques.

Due to the fragile, artisanal, and limited batch production nature of our products:

Each item is made per unit, batch-verified, and quality-certified before dispatch
Every candle is packed using multi-layer protective packaging
Temperature, handling & courier-orientation precautions are applied
Breakage probability is extremely low, but insurance is maintained

The Company fully supports genuine claims but zero-tolerance policies apply towards:

False claims
Misuse of return/refund protections
Chargeback manipulation
Intentional damage
Staged video fraud
Threat-based extortion via social media or reviews

3. GENERAL ELIGIBILITY PRINCIPLES

A return or refund request may be considered only if:

The complaint is raised within the official complaint period;
The product is unused, unlit, and unaltered;
Original 10-minute uncut, unedited unboxing video is submitted showing:

Unopened package
Full 360° exterior box condition
Cutting of seal
Product reveal moment
Product inspection

The customer complies with all verification steps assigned by the Company;
No evidence of tampering, script manipulation, staging, or editing is found.

No unboxing video = no eligibility, irrespective of situation, country, or product category.

4. POLICY CLASSIFICATION

This policy is classified under four independent decision blocks:

Category	Applies To
A	India (Domestic) Personal Orders
B	India (Domestic) Commercial Orders
C	International Personal Orders
D	International Commercial Orders

Each category has separate rules, justification requirements, and refund methods.

5. DEFINITIONS (Precise Legal Terminology)

“Defective” – A product that does not function as designed due to production-related fault not caused by logistics handling or customer usage.
“Damaged” – Physical breakage, melting, cracking, leak, deformation or spoilage caused during transit only, proven via video.
“Incorrect Product Received” – SKU mismatch verified by warehouse/path tracking.
“Commercial Order” – Order quantity exceeding 8 units or declared as resale, corporate gifting, event supply, or retail stocking.
“Unboxing Video” – A single unedited recording taken from package receipt until full unpacking; no cuts, no retakes, no pauses.
“Delivery Marked Completed” – Tracking dashboard states Delivered, Left at Address, Received by Resident, or Handed to Security.
“Irreversible Refund” – A refund whereby the payment cannot legally or digitally be recalled once processed.

6. EXCLUSIONS APPLICABLE TO ALL BUYERS

Regardless of geography, currency, company policy, or emotional appeal, no refund, replacement, or compensation will be provided if:

Unboxing evidence is absent or edited
Product is used, burned, melted, or tested
Packaging materials are missing
Purchase was made on behalf of someone else
Delivery was acknowledged by third party at location
Customer claims “I changed my mind” after dispatch
Customer cites “financial fraud”, “card misuse”, or “someone ordered without consent”

In such cases, buyers must contact their financial institution and legal cyber authorities, not the Company.

DOMESTIC RETURN, REPLACEMENT & REFUND POLICY (INDIA ONLY)

This section applies exclusively to buyers located within the Republic of India and customers who have provided Indian delivery addresses, regardless of their nationality, temporary location, or citizenship.

All domestic orders are processed through approved courier partners and are subject to the terms below.

1. Domestic Return Window & Reporting Time

A product is eligible for review only if the complaint is submitted within 7 calendar days from the confirmed delivery date stated by our official courier tracking system.

· Day of delivery = Day 0

· Complaint period = 7 consecutive calendar days

If a complaint is raised even 1 day after the permitted reporting period, no review or appeal shall be accepted, and the case will be electronically closed without escalation.

2. Mandatory Evidence Requirement (A2 Rule – Applies to All Claims)

To initiate any return, replacement, or refund request, the customer must provide:

1. A single, continuous, unedited unboxing video

2. Showing parcel condition before opening

3. Showing complete opening process

4. Showing product condition and contents clearly

5. Showing shipping label, airway bill, and packaging layers

The video must begin BEFORE opening the parcel — videos recorded after opening or after partial unpacking are invalid.

Accepted video formats: MP4, MOV, AVI (unedited)

Screenshots, photos, short clips, CCTV, or typed explanations are not accepted alternatives.

3. Domestic Complaint Categories & Eligibility

Domestic return and replacement requests are applicable only under the following verified circumstances:

Acceptable Complaint Reason	Eligible Action
Damaged product (shipping related)	Replacement first
Incorrect product delivered	Replacement first
Defective product (manufacturing fault)	Replacement first

Refunds shall apply only if:

· An identical replacement unit is unavailable

· The replacement shipment fails in quality inspection

· Replacement is not possible due to limited edition / discontinued item

Refund is always the secondary option, not the default solution.

4. Product Condition Requirement for Domestic Returns

To qualify for re-collection (pickup), the original product must:

· Be unused

· Not be lit, melted, tried, or tested

· Not have wick burned even once

· Be in original packaging condition

· Contain all internal packing elements (bubble wrap, fillers, box, mould protectors, tags, labels)

If any of the above are missing, altered, damaged, or tampered with, the request becomes ineligible immediately, even if the product was indeed damaged on arrival.

This prevents:

· Partial returns

· Return manipulation

· Using product but claiming refund

5. Pickup & Reverse Logistics Procedure

Once a claim is preliminarily approved by the verification team, the following process applies:

1. Pickup will be scheduled within 48 business hours

2. Customer must hand over the product in undamaged original packaging

3. Courier will scan and initiate return trip

4. Product will reach Cennedy Candle Works Quality Lab – India

5. Inspection will be performed within 3–5 business days

Only after lab confirmation, a final decision is issued.

Delays in pickup caused by customer non-availability will automatically close and void the return request.

6. Domestic Replacement Shipping Timeline

Once approval is granted, the replacement dispatch may take 2–4 business days followed by normal transit time of 3–7 working days.

7. Domestic Refund Timeline

Refunds, if applicable under C1 rule, will be processed within:

· 3–7 working days after inspection approval

· Credited back to the original payment method only

· No cash, cheque, or third-party wallet settlements

Bank transfer timelines depend on bank settlement cycles.

8. No-Refund Product Categories (Domestic)

The following products cannot be returned, replaced, or refunded under any circumstances:

1. Plain & Pillar Candles — Sizes: 4", 5", 6", 7", 8", 9", 10", 11"

2. Melt-and-Pour Wax Blocks (if sold)

3. Used or tested product units

These are classified as hygiene-sensitive, heat-responsive, single-use, & non-reversible goods.

9. Custom & Special-Design Domestic Orders

Custom orders require video call approval during production stage.

After customer approval:

· No cancellation

· No alteration

· No refund or exchange

Exception:

If delivery damage occurs, proven via full unboxing evidence, customer may choose:

1. Free full remake (priority production) OR

2. Full refund

No additional charges will be imposed for remake, packaging, or re-shipment.

10. Domestic Policy Live Example Case Study

Case Example #1 (Eligible):
Customer receives a jar candle with broken glass visible during video. Customer submits an unedited unboxing video. Verified — replacement initiated.

Case Example #2 (Not Eligible):
Customer says, “I opened it yesterday but forgot to record video; the product is damaged.”
No unboxing proof — claim rejected.

INTERNATIONAL RETURN, REPLACEMENT & REFUND POLICY

This section applies to all buyers outside the territorial jurisdiction of India, regardless of nationality, currency, shipping destination, or logistics hub used through DHL, FedEx, or partner carriers.

International terms include geographical locations covering:

· United States (US)

· United Kingdom (UK)

· European Union (EU member countries)

· United Arab Emirates (UAE)

· Canada (CA)

· Australia (AU)

· New Zealand (NZ)

· All other globally serviced nations

All international orders are categorized into:

1. Personal Use Orders (Non-Commercial)

2. Commercial, Wholesale, Corporate or Reseller Orders

Each has independent and non-overlapping terms which cannot be interchanged, modified, waived, or negotiated retroactively.

1. International Complaint Time Window

An international buyer must register a complaint within 7 calendar days from the official carrier-delivery timestamp, visible on DHL/FedEx tracking history.

If contact is made after the 7-day period, the case is automatically closed and archived, with no appeal available.

2. Mandatory Unboxing Evidence Requirement (A2 Rule Universal Enforcement)

To initiate any claim — whether damage, defect, incorrect item, item missing, or replacement request — the buyer must provide:

1. A continuous 10-minute unedited unboxing video, recorded:

o From the moment the parcel is physically touched

o Showing all sides of the sealed parcel

o Showing shipping label and airway bill clearly

o Showing complete unpacking without camera cuts

2. The outer packaging must be visible before opening

3. The inner layers must be shown during unsealing

Screenshots, edited videos, cut segments, or stylized social media clips are not valid.

No unboxing video = no eligibility, no exception.

3. Accepted International Return Causes

International returns are accepted only for the following verified and evidenced reasons:

· Defective manufactured product (wax, wick, jar structure, fragrance leak, or internal assembly issue not caused by shipping impact)

· Shipping damage proven via real-time unboxing

· Incorrect product (SKU mismatch) compared to invoice

If verified, replacement is the first resolution method and will be processed once the customer completes evidence submission.

Refund eligibility only applies when:

· Replacement stock is unavailable

· Discontinued product cannot be remade

· The customer declines remake due to long transit timelines and such refusal is approved by the company

4. When International Returns, Replacements, or Refunds Are NOT Allowed

A refund or replacement request becomes automatically void if any of the below is true:

1. Delivery tracking shows “Delivered”, “Left at Address”, or “Received at Premises”, but the customer claims the package is missing

2. Customer forgets to record unboxing video

3. Customer records video after opening the package

4. Customer opens the package off-camera, then records video

5. Customer claims card misuse, identity theft, or unauthorized purchase

o This must be reported to the bank, issuer authority, or cyber cell, not us

6. Buyer requests refund due to change of mind, event date expired, gift not needed, or delayed usage

5. International Shipping Loss / Theft / Third-Party Acceptance Clause

If the shipping carrier marks the parcel as “Delivered”, meaning:

· Delivered to the provided address

· Left with authorized building/security personnel

· Delivered to mailbox/front door as per country protocol

Then the risk transfers to the customer, and no refund or replacement applies.

If the buyer suspects porch theft, building theft, or neighbor acceptance, the buyer must file a local police report and carrier investigation request, not seek compensation from the Company.

6. International Custom Duty & Tax Clause

Based on your instructions, enforced as:

· Personal-use orders: Usually exempt or minimal duty depending on country threshold

· Commercial or wholesale orders: Buyer must pay full duties, VAT, import taxes, brokerage or port handling fees

The Company is not responsible for:

· Customs delays

· Customs seizure

· Duty refusal by customer

· Storage charges at customs

· Abandoned shipments

Failure to pay customs results in no refund.

7. Reshipment Method for International Replacement

Once a defective or damaged case is verified:

· Replacement unit will be re-manufactured and repacked

· Next shipment will be processed free of cost

· Delivery time: 7–10 business days from dispatch

· Replacement will match same product type and design

Company is not obligated to:

· Upgrade product

· Change fragrance

· Change size

· Change design

· Provide financial compensation for emotional distress

8. International Personal Order Example Scenarios

✔ Eligible Case Example

Customer from UK receives a broken jar candle. A 10-minute unedited video shows crack as soon as package is opened → Replacement approved

❌ Not Eligible Case Example

Customer from Canada opens package off-camera and shows broken item in a 15-second video → Refund denied

FRAUD PREVENTION, EVIDENCE PROTOCOL, AI VERIFICATION, BLACKLISTING & INVESTIGATION POLICY

Cennedy Candle Works is committed to protecting genuine customers while also preventing fraudulent, abusive, manipulative, staged, extortion-driven, or policy-exploiting claims. Due to the fragile, hand-crafted, and limited batch nature of our products, a zero-tolerance, legally enforceable, cross-border policy is in effect.

This section applies to all customers, across all countries, all currencies, all shipping classes, and all product types, without exception.

1. Purpose of This Section

This section protects:

Brand reputation
Intellectual property
Manufacturing cost integrity
Genuine customers
Business continuity
Operational fairness
Anti-fraud compliance

Fraudulent claims create loss not only for the brand but for honest buyers. Therefore, the Company reserves the right to investigate, verify, deny, escalate legally, report, and permanently restrict access for any user or entity suspected of misuse.

2. Mandatory Evidence Standard — Legal Binding Proof System

To ensure transparency and fairness, ALL claims must include:

A continuous, unedited, unfiltered 10-minute unboxing video
Video must begin before opening the shipment
Video must show package seal condition
Video must show shipping label and airway bill
Video must show complete unpacking with clear visibility
Video must not include:

Pauses
Edits
Screen transitions
Camera switches
Voiceover instructions from another person
Changed background scenes

If the evidence is not recorded as per this format, the claim is automatically rejected, and no appeal will be entertained.

3. Advanced Fraud & Claim Abuse Detection System

Cennedy Candle Works employs multi-layer fraud assessment, including:

AI-based motion and frame analysis
EXIF metadata verification
IP & device fingerprint analysis
Customer history scoring
Internal claim-pattern database
Courier partner damage report matching
Box-dimension & seal forensic comparison

If any discrepancy is detected, the claim is immediately classified as suspicious, and further action is initiated.

4. Full Investigation Rights Clause

The Company reserves unrestricted and unconditional rights to:

Request additional photos or videos
Conduct live video call inspection
Compare weight logs with warehouse dispatch records
Request courier partner incident reports
Request customs scan-point records
Contact local authorities for verification
Request ID re-verification including:

National ID
Passport
Billing address proof
Payment method authorization

If the Customer refuses cooperation at any stage, the claim is closed permanently.

5. Prohibited Claim Behaviors (Non-Negotiable)

The following actions result in immediate rejection, blacklisting, and legal escalation:

Recording the video after the parcel is already opened
Attempting to show self-induced damage
Submitting short edited clips
Submitting TikTok/Reels-style videos
Filing multiple claims with identical scripts
Threatening the company with:

Negative reviews
Social media defamation
Chargeback misuse
Cyber harassment

Creating false narrative claims like:

“It was already like this but I forgot to record”
“My child/family opened it mistakenly”
“I threw the box already but trust me”
“I lost the proof but please help me”

Such declarations do not qualify as evidence.

6. Legal & Commercial Consequences of Fraud Attempt

If a claim is intentionally forged, manipulated, or dishonest, the Company may take any or all of the following actions:

Permanent account termination & device blocking
Public IP address blacklisting
Payment gateway flagging
Courier partner alert flag
International fraud database notice
Legal notice issuance under:

Indian Penal Code (IPC)
IT Act 2000
Consumer Protection Act 2019
Applicable international cybercrime law

Civil compensation claim to recover costs
Criminal prosecution where applicable

Fraud investigations are considered serious commercial offense cases, not customer service disputes.

7. Cooperation with Law Enforcement & Payment Authorities

If required, we may legally share:

Video evidence
Chat records
Email logs
IP logs
Transaction history
Device identification
Courier tracking files
Declaration statements

with:

Cybercrime departments
Interpol database (in extreme international cases)
Local police authorities
Anti-fraud commerce agencies
Payment processors (Visa, Mastercard, PayPal, Stripe, Razorpay, etc.)

Buyers who initiate fraudulent credit card chargebacks after receiving goods may be reported under merchant abuse protocol.

8. Social Media Harassment & Review Manipulation

If the customer attempts to use social influence, digital blackmail, or public threat rhetoric, including but not limited to:

Fake negative reviews
Creating defamatory posts
Coordinated hate comments
Influencer threat messaging
False accusation narratives

Then the Company will:

Immediately suspend customer privileges
Submit full evidence to platform violation systems
Pursue legal damages including loss of reputation claims (defamation)

All communication will be retained as admissible legal proof.

9. Live Example Case — Fraud vs Genuine

Case A (Genuine):
Buyer from Germany records full unboxing video, candle jar is cracked — Replacement approved.

Case B (Fraud):
Buyer opens package in private, only records after finding damage, submits short clip — Request denied, flagged in database.

COMMERCIAL, BULK, WHOLESALE, CORPORATE & EVENT-ORDER RETURN & REFUND POLICY

This section applies exclusively to all non-personal use orders, including but not limited to:

· Wholesale & bulk purchasing

· Corporate gifting orders

· Event, wedding, celebration & ceremonial orders

· Retail reseller & storefront supply

· Boutique & lifestyle store stocking

· Subscription-based procurement

· Trade show, expo & promotional gifting orders

· Digital advertising, influencer gifting partnerships where commercial purpose exists

For clarity, any order that exceeds 8 product units OR is intended for resale, distribution, or business use shall automatically be classified as Commercial Order, regardless of buyer identity or country.

No buyer may retroactively claim that an order was personal after delivery, even if the items were unused.

1. Commercial Order Production Philosophy

Commercial orders operate on:

· Bulk batching

· Uniform moulding

· Temperature-controlled curing

· Standardized packaging

· Professional invoice issuance

· Secure commercial transport documentation

Due to this operational standard, commercial returns follow strict separate rules distinct from personal purchases.

2. No Refund on Commercial Orders (Core Principle)

Refunds are not provided for commercial orders unless:

· A product arrives broken, defective, or incorrect

· Valid 10-minute uncut unboxing video is provided

· Issue affects functionality, not perceived appearance

Minor cosmetic variations, shade differences, grain marks, air pockets, micro surface imperfections, or handcrafted texture marks do NOT qualify for refund or replacement.

This is due to the handmade, artisanal nature of the product line.

3. Commercial Replacement Policy

If commercial order items arrive damaged or incorrect:

· Only the number of units proven damaged (via full unboxing video)
will be replaced

· Replacement units will be produced and shipped free of cost

· No upgrade, exchange, or alternate product variant will be provided

There is no return pickup for commercial orders unless legally required
in a specific jurisdiction.

4. Mandatory Video Evidence Requirement

A2 rule applies fully.

The unboxing video must show every single unit unpacked clearly.
Partial recording invalidates the claim.

Example:
If 50 candles were purchased, but recording shows unboxing of only 9,
and 1 appears damaged, then only 1 will be eligible, and only
if ALL evidence conditions are met.

5. Commercial Cancellation Terms

Once a commercial order enters production stage,
the order is locked, and:

· No cancellation

· No modification

· No fragrance/size switch

· No refund

· No credit note

· No store credit

Exceptions apply only if company fails to produce.

6. Commercial Shipping, Duty & Tax Terms

All commercial shipments are classified as B2B trade logistics,
which may legally involve:

· Customs inspections

· Import tax

· Government VAT/GST

· Clearance brokerage

· Port handling fees

· Documentation review

These fixed & variable fees are sole responsibility of the buyer.

Failure to pay automatically constitutes shipment abandonment,
which voids any refund, replacement, or claim request.

7. Final Commercial Policy Summary Statement

Commercial orders operate under strict non-refundable, evidence-based,
replacement-only terms because:

1. Bulk pricing is applied

2. Special packaging is used

3. Inventory allocation is scheduled

4. Production resource blocking occurs

5. Handcrafted items cannot be “restocked”

8. Real-Life Commercial Case Scenarios

Scenario A — Eligible
A hotel chain orders 100 candles.
Unboxing video reveals 3 broken jars.
Company verifies → Replaces exactly 3 items only.

Scenario B — Ineligible
An event manager claims candles smelled “slightly different”
than imagined → No replacement or refund.

Scenario C — Ineligible
A reseller cancels after shipment label creation
because they changed business plan → No refund.

1. CUSTOMER RESPONSIBILITY MODEL (CRM)

By placing an order on any Cennedy domain, the customer voluntarily agrees to the following responsibilities:

1. To enter correct shipping details, including full address, pincode/ZIP, phone number, and contact person.

2. To be physically available or arrange authorized pickup upon delivery.

3. To record an unedited unboxing video, fulfilling proof-of-condition requirements.

4. To avoid opening the parcel off-camera under any condition.

5. To avoid disposing of packaging until satisfaction is confirmed.

6. To understand that handcrafted products may have natural artisanal imperfections not considered defects.

7. To comply truthfully with verification questions if required.

8. To respect that refund is not a default right, but a conditional remedy.

2. CANDLE INDUSTRY-SPECIFIC DISCLOSURE (HAND-CRAFTED GOODS)

Unlike factory-molded, mass-produced retail candles, hand-crafted candles may include natural variations such as:

· Minor wax micro-lines

· Fragrance strength variance of ±10%

· Slight surface pattern texture

· Air micro-pockets or curing marks

· Natural wick grain differences

· Shade variation due to natural coloring

These variations are not defects and are part of authentic artisan craftsmanship — therefore, they do not qualify for replacement, refund, or complaint claim.

3. EDUCATION — WHY UNBOXING VIDEO IS MANDATORY

Due to global logistics risks and the fragile nature of candle packaging, the unboxing video policy (A2) exists to:

· Establish tamper-proof evidence

· Eliminate fraudulent claims

· Protect honest customers

· Support shipping insurance claims

· Pass courier liability protocols

· Ensure transparent decision making

Without continuous video recording, the company cannot verify chain-of-custody integrity.

4. LIVE CASE STUDY SIMULATIONS

Case Study 1 — Genuine Damage Claim (Approved)

Country: UAE
Product: Amber Jar Candle
Video: 10-minute continuous video showing crack on opening
Decision: Replacement dispatched
Reason: Verified shipping shock damage

Case Study 2 — Late Claim (Rejected)

Country: India
Complaint Date: 11 days after delivery
Decision: Rejected
Reason: Claim time expired. Internal safety standards require timely report.

Case Study 3 — Missing Item Claim Without Video (Rejected)

Country: Canada
Video: None
Customer Statement: “Trust my words, it was not inside.”
Decision: Rejected
Reason: Zero-evidence cases are unprocessable.

Case Study 4 — Commercial Order (Partial Replacement)

Country: Australia
Order: 120 pillar candles
Damage Count via full unboxing video: 6 units
Decision: Replacement of 6 units only

Case Study 5 — Delivery Marked as Completed (Non-Refundable)

Country: United Kingdom
Carrier: FedEx
Tracking Status: Delivered, accepted by concierge/security
Customer: Claims theft afterward
Decision: Rejected, must report locally
Reason: Risk transfers after confirmed delivery acceptance

5. FAQs FOR CUSTOMER UNDERSTANDING

Q1: Why is replacement first instead of refund?
A: Because products are artisan crafted, limited batch, and not mass commodity retail items.

Q2: What if I forgot to record the unboxing video?
A: Claim becomes ineligible — the rule is universal and non-negotiable.

Q3: Does emotional reasoning influence approval?
A: We operate strictly on evidence, not narrative.

Q4: Can I claim refund because the fragrance feels lighter or stronger?
A: No — minor fragrance variation is natural and acceptable.

Q5: What if my country customs refuse release?
A: Custom policies vary; company cannot be held responsible.

SECTION F — LIMITATION OF LIABILITY

Cennedy Candle Works shall not be held liable for:

1. Indirect, incidental, or consequential damages, including emotional dissatisfaction, gift-surprise failure, lost events, or sentimental expectation mismatch.

2. Logistics delays caused by weather, political unrest, public holidays, customs inspections, courier scheduling, or pandemic-related restrictions.

3. All third-party actions, including courier personnel behavior, customs officers, property staff, or security personnel outcomes.

4. Temperature impact after delivery — candles are heat-sensitive products; customer must store in cool, dry places away from sunlight and electrical heat sources.

5. Misuse, mishandling, modification, repurposing, or re-melting after product receipt.

6. Color or texture changes caused by climate, humidity, aroma molecule evaporation, or natural wax crystallization.

In no case shall the company's maximum liability exceed the actual product value paid by the customer, excluding shipping, duty, taxes, or third-party handling fees.

SECTION G — FORCE MAJEURE

Cennedy Candle Works shall not be liable for failure to perform obligations when hindered by events beyond human control, including:

· Natural disasters

· Political disturbances

· Digital service outages

· Legal restrictions

· War or embargo

· Pandemic or epidemic disruptions

· Courier network failure

In such events, obligations may be delayed, modified, or lawfully terminated without penalty.

SECTION H — PRIVACY PROTECTION & DATA AUTHORIZATION

By submitting any complaint, claim, refund request, message, or evidence, the customer voluntarily agrees to allow the company to:

1. Store the data under secure, encrypted environment

2. Use the evidence for claim verification

3. Share with relevant authorities if fraud is suspected

4. Retain it as permanent case file record for future protection

Data is never sold, rented, or misused under any condition.

SECTION I — JURISDICTION & LEGAL AUTHORITY (B2 RULE SELECTED)

Primary Jurisdiction

All legal matters pertaining to Cennedy Candle Works shall fall under the jurisdiction of:

Courts of Kolkata, West Bengal, India

Secondary Jurisdiction

International customers agree that local consumer laws of their country of residence may apply only in alignment with Indian laws, and not in contradiction.

No proceedings may be initiated without:

1. Prior written notice to the company

2. Completion of verification process

3. Formal arbitration session outcome

SECTION J — ARBITRATION AND DISPUTE RESOLUTION POLICY

Before any legal proceedings, the parties must participate in mandatory arbitration, following these steps:

1. Written complaint submission

2. Internal case-review discussion

3. Evidence cross-examination

4. Virtual arbitration session headed by independent arbitrator panel

5. Final binding decision

Arbitration may be held digitally, telephonically, or physically in Kolkata, based on case type.

Decisions issued post-arbitration are legally binding and final for both parties.

SECTION K — POLICY NON-NEGOTIABILITY & SUPERSESSION

This policy cannot be altered by:

· Social pressure

· Emotional request

· Verbal agreement

· Chat discussion

· Sales staff promise

· Third-party advice

This policy overrides all previous verbal, digital, or printed terms.

SECTION L — ACCEPTANCE & DIGITAL SIGNATURE CONSENT

By:

· Visiting any Cennedy domain

· Browsing or adding product to cart

· Creating an account

· Completing a payment transaction

· Accepting delivery of any parcel

…the customer automatically agrees that they have:

1. Read this entire policy

2. Understood all conditions

3. Accepted without objection

4. Waived all contrary claims

5. Committed to comply fully

No purchase may be made without legal acceptance of this entire policy.

FINAL POLICY STATEMENT

Cennedy Candle Works operates with the highest standards of integrity, craftsmanship, and customer respect. We protect and serve genuine customers with transparency and responsibility, while firmly rejecting any fraudulent, manipulative, or unethical claim behavior. This policy ensures fairness, safety, clarity, and trust for all parties involved.