RETURN & EXCHANGE POLICY – ARKAYA CANDLES

Last Updated: August 19, 2025

INTRODUCTION

Welcome to Arkaya Candles , where every candle is handcrafted with love, precision, and purity. We take immense pride in the artistry behind our candles, ensuring that each product passes through careful quality checks, secure packaging, and protective shipping before it reaches you.

Due to the delicate, handmade nature of our products and to maintain hygiene, safety, and production integrity, Arkaya Candles follows a strict No Return, No Exchange, and No Cancellation policy.

By placing an order on our website, official store, or any Arkaya-affiliated platform, you confirm that you have read, understood, and agreed to this policy in full.

SECTION 1: GENERAL RETURN POLICY – NO RETURNS ACCEPTED

Arkaya Candles does not accept returns under any circumstances. Our products are non-returnable and non-exchangeable, regardless of the reason, except in rare cases of verified transit damage (see Section 5).

Non-returnable situations include, but are not limited to:

Change of mind or buyer’s remorse.
Dislike of fragrance, color, size, or design.
Allergic reactions to candle ingredients.
Delivery delays due to courier service.
Orders placed by mistake or under wrong assumptions.
Gifts not accepted or delayed by the recipient.
Damaged or dented outer packaging when the product inside is safe.
Melting, softening, or fragrance diffusion due to heat or climate conditions.

This rule applies equally to all individual, corporate, wedding, and bulk orders.

SECTION 2: EXCHANGE POLICY – NO EXCHANGES ACCEPTED

We do not support or process exchanges of any kind once an order has been shipped.

One candle cannot be exchanged for another, regardless of fragrance or value.
Exchanges based on personal preference, color mismatch, or design expectation will not be entertained.
Refunds or exchanges are not offered for minor imperfections such as uneven texture, small air bubbles, or variations in wax tone , these are natural characteristics of handmade candles.

Every Arkaya candle is handcrafted in small batches, which means slight differences in color, finish, or scent strength are part of its artisanal charm , not defects.

SECTION 3: NON-CANCELLATION CLAUSE

Orders once placed cannot be cancelled for any reason. Our system begins production, packaging, and dispatch immediately after order confirmation.

Requests for cancellations made via email, WhatsApp, or social media will not be acknowledged.
Refunds will not be issued for personal, professional, or emotional reasons.

Please ensure that you double-check all details before completing your purchase.

SECTION 4: WRONG ITEM / WRONG ADDRESS PROVIDED BY CUSTOMER

If incorrect or incomplete shipping information is provided by the customer:

Arkaya Candles is not responsible for lost, misrouted, or undelivered packages.
No refund or replacement will be issued.
Re-shipping fees must be paid by the customer before re-dispatch.
Orders placed with an incorrect product or quantity cannot be modified post-payment.

It is the customer’s responsibility to provide accurate details at checkout.

SECTION 5: DAMAGED PRODUCTS – UPDATED POLICY

At Arkaya Candles, we hand-pack every order using premium, multi-layer protective materials to ensure your candles reach you safely and in perfect condition.
However, despite rigorous checks and secure packaging, rare instances of courier mishandling, tampering, or in-transit damage may occur.
To resolve such issues quickly, fairly, and transparently, Arkaya Candles follows a strict video-based verification and evidence protocol.

1. Mandatory Pre-Opening & 360° Unboxing Videos — Both Required Without Exception

To qualify for any damage, empty-parcel, or tampering claim, you must record two continuous videos — both mandatory, clear, uncut, and time-stamped.

(a) Pre-Opening Video
Before touching or opening the parcel, record a continuous video clearly showing:

All sides of the unopened parcel
The intact seal and courier tape
The visible shipping label with tracking ID and your name

This confirms the parcel arrived sealed and untampered as delivered by the courier.

(b) 360° Unboxing Video
Immediately after completing the pre-opening video, continue recording — without cuts or pauses — the entire process of unsealing and inspecting the contents.
The video must show outer packaging, seal condition, and full product inspection in one continuous take.

⚠️ Note: These two videos together form the only acceptable and legally valid proof for any claim related to damage, tampering, or missing items. Edited or after-opening footage is invalid.

2. Evidence Submission & Technical Requirements

To ensure your claim is reviewed promptly and verified accurately, please follow these rules:

Submission Channel: Email only to 📧 arkayabymansi@gmail.com. Claims sent via WhatsApp or social media DMs are not accepted.
Accepted Formats: .mp4 or .mov files only.
Quality: Minimum 1080p HD resolution with clear audio and video; no filters, overlays, or compression.
Timestamp Requirement: Each video must display a visible device or platform-generated timestamp. If the timestamp is absent, Arkaya Candles may request the original file metadata (date created / modified) to authenticate recording time.
Authenticity: Edited, trimmed, stitched, filtered, AI-generated, or delayed footage is strictly invalid under this policy.

Attach both videos directly to the email — no screenshots, screen recordings, or recompressed versions will be accepted.

3. Verification & Escalation Process

Once your claim is received with complete videos:

Our Quality Assurance team reviews the footage to confirm if damage occurred during transit and that the proof is authentic.
If validated, Arkaya Candles raises a formal ticket with the respective courier partner (e.g., Shiprocket, Delhivery, Bluedart).
Courier partners investigate through logs, parcel scan records, and delivery photos.

Without both mandatory videos, your claim cannot be verified or escalated. Photographs, screenshots, partial clips, or after-opening videos are invalid proof.

4. Reporting Timeline — Strict 30-Minute Window

You must report any damage, empty parcel, or visible tampering within 30 minutes of delivery.
Include your Order ID, full name, contact number, and the two required videos in your email.

Reports made after 30 minutes of delivery or without videos are automatically invalid. This limited window is critical because courier tracking and GPS records expire quickly, preventing verification later.

5. Resolution, Refund, or Replacement Decision

If the claim is validated and the courier partner’s investigation confirms that the damage or issue is genuine, Arkaya Candles will proceed with one of the following resolutions:

Full Refund: Issued when the entire parcel or its contents are confirmed damaged or lost.
Partial Refund: Applicable only if a portion of the order is affected or minor issues are verified.
Replacement / Reshipment: Provided only if identical stock is available and replacement is deemed appropriate after investigation.
Fraudulent Claims: If any claim is found inconsistent, manipulated, or false, no action will be taken — no refund, replacement, or compensation will be issued, and the matter may be escalated under our Fraud Protection Policy.

All resolutions are made solely at the discretion of Arkaya Candles.

The company reserves full authority to determine the nature and extent of compensation.

Customers acknowledge and agree that Arkaya Candles’ decision shall be final, binding, and non-negotiable in all such cases.

6. Non-Eligible Scenarios (Handcrafted Product Clause)

Please note that minor variations or imperfections are normal in hand-poured artisanal products and do not qualify as damage.

The following are not eligible for refund or replacement:

Small dents or scratches on containers or lids
Mild melting or softening due to temperature fluctuations
Slight fragrance or color variations between batches
Natural frosting, air bubbles, or surface texture differences
Slight label misalignment or packaging crease

These traits are a signature of authentic, handcrafted candles and not defects.

7. Refund & Replacement Timeline

Once approved, refunds are processed within 10 business days to the original payment method. Please note that your bank, wallet, or credit card provider may take additional time to reflect the credit. For replacements, tracking details for the new dispatch will be shared via email once fulfilled.

8. Fraud Protection & Tamper-Proof Rule (Policy-Wide)

Arkaya Candles enforces a zero-tolerance tamper-proof rule across all claims. Any evidence that is edited, stitched, filtered, AI-generated, re-recorded, delayed, or fabricated is instantly disqualified.

Repeated invalid claims or attempts to abuse refund processes will result in blacklisting from future orders and may lead to legal action for chargeback abuse or brand defamation.

9. Important Notice & Zero-Tolerance Disclaimer

Failure to provide both mandatory videos within 30 minutes of delivery automatically voids any eligibility for refund, replacement, or compensation.

Arkaya Candles maintains a zero-tolerance policy for incomplete, fraudulent, or delayed claims to ensure fairness and preserve the integrity of our handcrafted process.

SECTION 6: HANDMADE PRODUCTS CLAUSE

All Arkaya Candles are handcrafted in small batches. Variations in color tone, fragrance intensity, texture, or finish are natural and unavoidable.

These variations do not indicate a defect and cannot be used as a reason for refund or replacement. Each candle is unique, made by artisans, not machines.

SECTION 7: BULK & CUSTOM ORDERS

All bulk, wedding, or corporate gifting orders require 100% prepaid confirmation.
Once payment is made, these orders are non-refundable and non-cancellable.
Returns or exchanges are not accepted for bulk or custom orders.
Damaged parcel claims for bulk shipments must follow the same video-proof and 30-minute rule.

SECTION 8: GIFTING POLICY

Products purchased as gifts follow the same terms as regular orders.

No returns or exchanges for gifts not accepted by recipients.
Gift wrapping or packaging fees (if charged) are non-refundable.
Undelivered gifts due to recipient absence are not eligible for refund.

SECTION 9: REFUND EXCLUSIONS

Refunds are not issued for:

Courier delays caused by weather, strikes, or festivals.
Minor packaging issues where the product remains safe.
Customer dissatisfaction with fragrance or burn time.
Orders placed without reading the policy.
Technical errors after order confirmation (unless verified by Razorpay/PhonePe).

If double payment occurs due to technical glitch, refund will be issued only after gateway validation within 7–10 business days.

SECTION 10: LEGAL PROTECTION – OUR RIGHTS

Arkaya Candles holds the right to:

Deny any return, refund, or exchange request that violates policy terms.
Take legal action against defamatory or false public claims.
Restrict future purchases for policy misuse.
Treat any abusive communication as grounds for blacklisting.

SECTION 11: CUSTOMER RESPONSIBILITIES

As a buyer, it is your responsibility to:

Read and understand all policies before ordering.
Provide accurate shipping details.
Record required proof videos (pre-opening and unboxing).
Report issues within 30 minutes.
Handle your product with care after delivery.

By placing an order, you acknowledge that you have read and accepted all Arkaya Candles policies, including mandatory proof requirements and timelines.

SECTION 12: CUSTOMER SUPPORT

For genuine issues, contact us at:
📧 Email: arkayabymansi@gmail.com
📱 WhatsApp: +91-9988424283
🕒 Support Hours: Monday – Friday, 11:30 AM to 5:00 PM IST

All messages will be responded to within 1–3 business days in the order they are received.

SECTION 13: POLICY CHANGES

Arkaya Candles reserves the right to modify this Return & Exchange Policy at any time without prior notice. The latest version will always be available on our website. Continued use of our website implies your acceptance of the most recent terms.

FINAL NOTICE

All Arkaya Candles are handcrafted and sold under a zero-return, zero-exchange, zero-cancellation framework. The only exceptions apply to genuine damage claims verified through both mandatory videos and courier investigation.

We appreciate your support for handcrafted Indian artistry and small-batch creation , every Arkaya candle is a piece of light made with soul, not factory precision.

Thank you for choosing Arkaya Candles , The Essence of Light.

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