Policies

Cancellation & Refund Policy

The rule, in short

Ready-stock orders (Luxury Candles): cancel any time before dispatch for a full refund. After dispatch, a 50% refund is available within 24 hours of delivery — contact us with proof. Open-box delivery: if you find a damaged product when opening the box in front of our delivery partner, you receive a 100% refund immediately.

Spiritual candles are made specially for you with your name and intention. Cancel within 6 hours of payment for a full (100%) refund. After that, production has begun and only a 50% refund is available. For a combined order containing both types, the 6-hour window applies to the whole order.

Once your order has shipped, no refund is available except in the case of a damaged product found at open-box delivery (100% refund) or a manufacturing defect reported within 24 hours of delivery (50% refund after review).

Defective, damaged, wrong, or undelivered orders are handled separately -- see below, or contact us.

This policy is effective from the date of your order. Please read it carefully before placing an order with EmberAura.

1. Open-Box Delivery

All deliveries are open-box deliveries. This means the delivery partner will wait while you open and inspect your package before signing.

If you find a damaged or incorrect product at the time of open-box delivery, refuse acceptance and inform the delivery partner. You will receive a 100% refund automatically. No further action is needed from your side.

2. Luxury Candles — Ready-Stock Orders

These are candles that are made and held in stock before your order.

Cancellation before dispatch: 100% refund at any time before the order is dispatched. No questions asked.
After dispatch — damaged product: If the product is damaged and found at open-box delivery, 100% refund applies. If a manufacturing defect is discovered within 24 hours of delivery, please contact us with a photo — 50% refund after review.
After dispatch — no damage: No refund is available once the order has shipped and no damage is found.
Timeline: Cancellation requests are processed within 2 business days. Refunds are credited to the original payment method within 5–7 business days.

3. Spiritual Candles — Made-to-Order

Spiritual candles are made specially for you. Your name and intention are written into the candle during the pouring process. Because of this personalisation, we cannot resell or reuse a candle once production has begun.

Cancel within 6 hours of payment for a 100% refund. After 6 hours, production has begun and only a 50% refund is available.

Within 6 hours of payment: 100% refund. Cancel via 'My Orders' or contact us before the window closes.
After 6 hours of payment: 50% refund. The remaining 50% covers the materials and labour already committed to your personalised candle.
After dispatch: No refund except for open-box damage (100%) or a manufacturing defect reported within 24 hours (50% after review).
Consultation session: The complimentary 1-on-1 consultation session, if booked, can be rescheduled at no cost. It cannot be exchanged for a discount or monetary credit.

4. Combined / Mixed Orders

If your order contains both Luxury Candles and Spiritual Candles, the 6-hour made-to-order cancellation rule applies to the entire order.

5. Discounts Applied

5% discount on your first order — applied automatically at checkout.
10% discount on your second order — applied automatically at checkout.
Discounts apply to the product price before shipping and GST.

6. How to Cancel

Sign in to your account and go to My Orders.
Select the order and click 'Cancel Order'.
If the cancel button is not available, the cancellation window has closed. Contact us at emberaura09@gmail.com or 7355968487 and we will advise you of the applicable refund.

7. Refund Timeline

UPI / Net Banking: 5–7 business days
Credit / Debit card: 7–10 business days
Razorpay wallet: 1–2 business days
Cash on delivery (if available): Credited to your bank account within 7 business days after account details are verified

For any dispute not resolved through the above process, please contact our Grievance Officer: Mrs Rajni Singh, emberaura09@gmail.com, 7355968487. Complaints are acknowledged within 48 hours and resolved within one month, per Consumer Protection (E-Commerce) Rules, 2020.