By purchasing from Sanchaya, you agree to the following terms. Please take a moment to read them. They protect both you and us. 

 

Returns & Exchanges

We want you to be happy. If something is not right, here is the deal.

You can return or exchange a candle if:

•⁠  ⁠It is still in its original condition- not burned, melted, or used.

•⁠  ⁠You contact us within 14 days of receiving your order. 

How to do it: Email info@sanchayahk.com with your order number. We will send you the return address. Pack the candle carefully and ship it back using any carrier you choose. Return shipping is on you unless we made a mistake.

 

Refunds: Once we receive your return, we will refund your original payment method within 7 business days. Shipping fees are not refunded unless the return was our fault. 

 

Damaged or Wrong Items

 

If your candle arrives broken or we sent you the wrong thing, contact us within 7 days at info@sanchayahk.com. Include your order number and a photo of the issue.

 

We will send you a replacement or give you a full refund. No arguing. Just show us the problem and we will fix it. 

 

Shipping Risk

 

We take reasonable care to ensure your candle is packed safely. If a package is lost or damaged in transit, please contact us first — we want to help.

 

For loss or damage caused by the courier's negligence, we will help you file a claim with the carrier, or work out a solution with you depending on the situation. If our packaging was defective and caused damage in transit, we will replace the item or refund you.

 

We use reliable couriers (e.g. SF Express) and keep shipping records to support any claim. 

 

Safety & Your Responsibility

 

Here is the honest truth. Candles are safe when used correctly. But we cannot control what you do after your candle leaves our hands.

 

By buying from us, you agree to:

•⁠  ⁠Burn candles on a heat-safe surface

•⁠  ⁠Keep them away from curtains, paper, and anything flammable

•⁠  ⁠Never leave a burning candle unattended

•⁠  ⁠Keep candles out of reach of children and pets

•⁠  ⁠Not touch hot wax or hot glass (it hurts — let it cool first) 

If you ignore these safety tips and something bad happens — a burn, a small fire, damaged furniture — we are not responsible. You assume that risk. We are a small business and this simply protects us from unfair claims.

 

The information on our website (care tips, burn times, safety suggestions) is for general guidance only. It is not medical or professional advice. If you have allergies or health concerns, talk to a doctor before using our candles. 

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Orders & Shipping

 

Please double-check your address. We ship exactly to what you type at checkout. If your address is wrong, your candle goes somewhere else. We cannot be responsible for that.

 

Once an order is shipped, it cannot be changed or canceled. If you need to change something before it ships, email us at info@sanchayahk.com. We will try to help, but no promises.

 

Discount codes must be applied at checkout. We cannot add them after you place your order. They also cannot be combined with other offers. 

 

Agreement to Terms

 

When you click "Place Order," you are saying "Yes, I have read and agreed to everything on this page."

 

Privacy Policy

 

Last updated: 06 October 2026

 

What we collect

•⁠  ⁠Your name

•⁠  ⁠Your email address

•⁠  ⁠Your shipping address

•⁠  ⁠Your payment info (we never see your full card number, that goes straight to our payment processor)

•⁠  ⁠What you bought and when

•⁠  ⁠Some basic tech stuff, like what browser you use (helps us improve our website) 

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What we do with it

•⁠  ⁠Ship your candles to you

•⁠  ⁠Send you order confirmations and tracking

•⁠  ⁠Reply to your emails

•⁠  ⁠Make our website a little better 

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What we never do

•⁠  ⁠Sell your information. Ever.

•⁠  ⁠Share it with random companies

•⁠  ⁠Store your full credit card number

•⁠  ⁠Spam you 

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Email marketing

If you voluntarily sign up for our newsletter, we will send you occasional emails about new scents, sales, or candle tips. You can unsubscribe anytime at the bottom of any email. Order emails (confirmations, tracking, replies) will still come through, those are necessary to complete your order.

 

We do not require you to agree to marketing emails in order to buy from us. Subscribing is an invitation, not a condition of purchase.

 

Security

Our website has SSL encryption, that little padlock in your browser. It keeps your data safe. No website is 100% hack-proof, but we do our best.

 

Your rights

Under the Hong Kong Personal Data (Privacy) Ordinance, you have the right to request access to the personal data we hold about you, and to request correction of inaccurate data.

 

To exercise these rights, email info@sanchayahk.com with "Privacy Request" in the subject line. We will respond within 40 days as required by law. We may charge a reasonable fee for handling an access request.

 

If you live in California or the EU, you may have additional rights under your local laws (such as deletion requests). We will honour those where applicable.

 

We may need to keep some records for taxes, that is the law, not us being difficult.

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Third-party services we use

•⁠  ⁠Payment processors (Stripe, Shopify Payments) — they handle your card securely

•⁠  ⁠Shipping carriers (SF Express) — they deliver your candle

•⁠  ⁠Email services (Gmail) — they help us send newsletters only if you opt in 

Each of these has its own privacy policy. We only work with companies we trust.

 

Data retention

We keep your personal data only as long as needed for the purposes above, or as required by law (for example, tax and accounting records).

 

Transfers outside Hong Kong

Some of our service providers (such as email or payment platforms) may store data outside Hong Kong. We take steps to ensure such transfers comply with the PDPO.

 

Links to other sites

Our website may link to other sites (such as social media). We are not responsible for their privacy practices.

 

Changes to this policy

We may update this policy from time to time. The latest version will always be on our website. 

 

Questions?

A broken candle? A privacy request? Just want to say hi?

 

Email us at info@sanchayahk.com.

 

Instagram: @Sanchayahk

 

Website: Sanchayahk.com

 

We are real people. We read every message. And we will get back to you.

 

Thanks for supporting Sanchaya. Now go light a candle.