Shipping & returns.

From our house to your door. The delivery details, and what to do if something arrives damaged.

Orders & dispatch

FIRST BURN, our House of Enaya discovery box, is a trial pack with one candle in each scent: BLACKOUT, GOLDEN HOUR, AFTER DARK and OFF SCRIPT. Confirmed paid orders dispatch within 7–10 business days after payment. This is the time to dispatch, not a promise of arrival within this period.

Delivery & shipping charges

Shipping is free within India. International shipping is available only to the destinations supported in checkout, exclusively via India Post, for parcels up to 2 kg. The shipping rate for one trial pack is shown in checkout and added before payment. Orders containing multiple trial packs require a packed-weight check before payment; we email the complete total after confirming the parcel is within 2 kg. Quotes are valid for 7 days. For other destinations, shipping is not available in your location at this time. Import duties and local taxes, where applicable, are payable by the recipient. Dispatch timing starts after payment, not the shipping quote request. Transit time after dispatch depends on the destination and India Post service. We will provide tracking details using the contact information given with your order.

Please check your address and contact details before paying. If anything changes, contact us promptly. We will try to update an order that has not yet dispatched.

If dispatch is delayed

If we cannot meet the 7–10 business day dispatch window, we will contact you with an update. You can choose to wait or request cancellation and a refund for the unshipped order.

Cancellations

You can request cancellation before dispatch through our contact form, with your order reference. An order cancelled before dispatch is eligible for a full refund. Once it has dispatched, cancellation is not available; the final-sale and arrival-damage provisions below apply, subject to applicable law.

Final sale once shipped

Once an order has been shipped, it is final sale. We do not accept returns, exchanges or refunds, except for verified products that arrive damaged under the process below, or where a remedy is required by applicable law.

Change of mind, scent preference, ordering the wrong item, or no longer wanting the product do not qualify for a return, exchange or refund. Damage caused after delivery through use, mishandling or improper storage is not covered by our arrival-damage policy.

Damaged on arrival: report within 24–48 hours

Inspect your order as soon as it is delivered. If a product arrives damaged, notify us within 24 hours where possible, and no later than 48 hours after delivery. This is a maximum 48-hour reporting window, not two business days. Requests first received after this deadline are not eligible under our voluntary arrival-damage policy, subject to the consumer rights below.

How to submit a damage claim

Email support@maincharacterenergy.co.in within the reporting window with your order reference, delivery date, a brief description, and clear photographs of the damaged product, the outer packaging and the shipping label. You can also submit the initial report through our contact form and send the photographs by email. An unboxing video may help our review but is not mandatory.

Do not use a damaged candle. Retain the product and packaging where safe until we provide instructions. Do not send products back without written authorisation, and do not post broken glass.

Review & resolution

Submitting a claim does not automatically approve a return, replacement or refund. We will review the information and may request reasonable supporting details. For verified arrival damage reported within the window, we will arrange an appropriate replacement or refund for the affected product. We will confirm the resolution and any return instructions in writing and cover any return shipping we require for an approved damage claim.

Approved refunds

Refunds are available only for approved claims, eligible cancellations before dispatch, or where required by law. Approved refunds will be initiated to the original payment method within seven business days of approval. Your bank or payment provider may take additional time to credit the amount. We will not ask for an OTP, UPI PIN or card security code to process a refund.

Your consumer rights

This final-sale policy and the 48-hour arrival-damage reporting window do not exclude or restrict rights and remedies that cannot legally be excluded, including applicable remedies for defective, incorrect, missing or materially misdescribed goods, non-delivery or qualifying delivery delays. Such claims will be considered under applicable law, including where an issue becomes apparent after 48 hours.

Need a hand?

Send us an enquiry and choose “Order & shipping” or “Returns & damage”.

Business & customer support

Main Character Energy
Plot No. 9, Ekvira Devi Marg, Sindhi Society, Chembur, Mumbai, Maharashtra — 400071
support@maincharacterenergy.co.in