TERMS & CONDITIONS – ARKAYA CANDLES

Last Updated: August 19, 2025

Overview & Acceptance

This website (the “Site”) is owned and operated by Arkaya Candles (“Arkaya,” “we,” “us,” “our”), a handcrafted candle brand based in New Delhi, India.

By accessing, browsing, purchasing from, or otherwise using the Site, you agree to be bound by these Terms & Conditions (“Terms”), our Privacy Policy, Cookie Policy, Return & Exchange Policy, Shipping & Delivery Policy, and any other policies referenced here (collectively, the “Policies”).

If you do not agree, please discontinue use immediately.

We may update these Terms at any time without prior notice. Continued use of the Site after changes are posted constitutes your acceptance of the revised Terms. Always review the “Last Updated” date.

Cross-Reference Rule: In case of any conflict between policies, the stricter clause prevails. For all claims, evidence, and timelines related to shipping damage or tampering, review the Return & Exchange Policy (Section 5) and Shipping & Delivery Policy (Section 10) together.

1) Eligibility & Your Account

You confirm you are 18 years or older and legally competent to enter a binding contract under Indian law.
You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.
You agree to provide accurate, current, and complete information (name, address, contact details, payment info).
We may suspend or terminate accounts, cancel orders, or refuse service if information is false, incomplete, or used to abuse offers/policies.

2) Use of the Site

You agree to use the Site only for lawful purposes. Prohibited activities include (without limitation):

Spamming, fake reviews, defamatory content, harassment, or abusive language.
Hacking, scraping, automated access, or introducing malware/viruses.
Attempting to bypass security features, manipulate prices, or exploit promotions.
Reproducing or distributing Site content without permission.

Violation may result in immediate blacklisting, order cancellation, and legal action.

3) Product Information, Availability & Artisanal Nature

All Arkaya products are handcrafted in small batches. Minor variations in color tone, fragrance intensity, texture, labeling alignment, or surface appearance are natural traits of artisanal, hand-poured candles and not defects.
We strive for accuracy in descriptions and photography; subtle differences may occur due to device displays and handmade processes.
Products, prices, and availability may change or sell out without notice. We reserve the right to discontinue items at any time.

4) Pricing, Taxes, Billing & Promotions

Prices are in INR and include applicable GST unless explicitly stated otherwise.
100% Prepaid Store: No Cash on Delivery (COD). Orders are confirmed only after successful payment gateway validation. Pending/failed transactions are not confirmations.
Double Debit: In rare cases of duplicate payment, refunds are processed within 7–10 business days after payment gateway validation.
Promotions/Discounts: Offers are time-bound, capacity-bound, and subject to change/cancellation without notice. Promo codes cannot be exchanged for cash, combined unless stated, or applied retroactively.
In case of pricing/typographical errors, we may cancel the order and refund you.

5) Order Processing, Shipping & Delivery (Summary)

For full details, read our Shipping & Delivery Policy.

Processing & Dispatch: Verified orders are processed within ~30 hours (excluding Sundays/public holidays) and dispatched within 72 hours of order placement (best effort; may vary during peak seasons).
Delivery Timelines (Best-Effort, Not SLA): Refer to the Shipping Policy estimates by location; delays can occur due to courier lanes, hub holds, weather, strikes, or local restrictions.
Tracking: Provided via email/WhatsApp upon dispatch; updates may take ~24 hours to reflect.
Address Accuracy: You are responsible for accurate shipping details. Incomplete/incorrect addresses can cause delays, RTO (Return to Origin), or additional charges.
Reroutes: Post-dispatch rerouting may not be possible; if feasible, charges and delays apply. Inability to reroute is not refundable.
Authorized Receipt: Delivery to a guard/security desk, family member, neighbor, or office mailroom at the shipping address is valid delivery (courier GPS/OTP/signature/photo accepted as proof).
Non-Serviceable Pincodes: If your pincode becomes non-serviceable post-order, we will (a) ship to an alternate address or (b) cancel and refund to your original payment method.

Consequential Loss Disclaimer: Arkaya is not liable for indirect or consequential losses arising from delivery delays (e.g., missed events/photoshoots/opportunities).

6) Zero Return, Exchange & Cancellation Framework

For full details, read our Return & Exchange Policy.

Arkaya follows a Zero Return, Zero Exchange, Zero Cancellation policy for all standard, gift, wedding, corporate, and bulk orders.
Orders cannot be modified or cancelled once placed, except at Arkaya’s sole discretion where legally required.
Preference-based requests (fragrance, color, size, design) and minor artisanal variations are not eligible for any resolution.

7) Damage/Tampering Claims

For the complete procedure, see Return Policy section 5 and Shipping Policy section 10. These rules are strictly enforced:

To be eligible for any damage/empty/tampering claim, you must:

Record two continuous videos (both mandatory, clear, uncut, time-stamped):
- Pre-Opening Video: sealed parcel shown from all sides, intact seal/tape, shipping label with tracking ID and your name.
- 360° Unboxing Video: single uninterrupted take of opening the parcel and inspecting contents; no cuts/edits/transitions.
Report within 30 minutes of delivery via email only to arkayabymansi@gmail.com, with Order ID, contact details, and both videos attached.
Evidence Format: .mp4/.mov, minimum 1080p HD, clear audio/video; no filters, overlays, compression, screenshots, or screen recordings. If timestamp not visible, we may request original file metadata (date created/modified).

Invalid Evidence: Photos, screenshots, partial clips, edited/AI-altered/re-recorded/delayed videos, or after-opening footage are automatically invalid. Claims raised after 30 minutes are rejected.

Verification & Escalation: On valid submissions, we raise a courier ticket and the partner may check delivery photos, scan logs, and GPS.

Resolution (at Arkaya’s sole discretion): full refund, partial refund, replacement/reshipment (subject to stock), or no refund if the claim is unsubstantiated. All decisions are final and binding.

Bulk/Multi-Carton: Provide carton-wise Pre-Opening + 360° Unboxing videos for each affected carton; resolutions apply per validated carton only.

8) Wrong Product Received

Must be reported within 30 minutes of delivery with the two mandatory videos described above.
After verification, Arkaya will determine the appropriate resolution (replacement, partial compensation, or no refund) at its sole discretion; decisions are final and binding.
Requests based on personal preference (fragrance, size, color tone, minor handmade variations) are not eligible.

9) Bulk & Custom Orders

All bulk/corporate/wedding/custom orders require 100% prepaid confirmation and are non-cancellable and non-refundable once paid.
Shipping timelines may differ; plan 10–14 days in advance.
Evidence: Multi-carton video rules apply (see Section 7).
Any approved resolution (if applicable) is applied carton-wise only.

10) Order Cancellations

We may cancel or refuse orders at any stage for reasons including (but not limited to): suspected fraud/policy abuse, payment failure, unserviceable address, inventory issues, or risk flags.

If payment was captured, refunds are processed within 7–10 business days to the original method.

11) Product Safety & Responsible Use

Use candles on heat-resistant surfaces, away from drafts, curtains, children, pets, or flammables.
Trim wicks as instructed; never leave a burning candle unattended.
Misuse or failure to follow safety guidance voids claims. Buyer assumes responsibility for safe handling.

12) Intellectual Property & Brand Protection

All names, logos, product designs, molds, fragrances, labels, packaging, images, videos, copy, and website layout are exclusive intellectual property of Arkaya Candles.
No reproduction, resale, or derivative use is permitted without written consent. Infringement, impersonation, or passing-off will trigger legal action.

13) Prohibited Resale & Collaborations

Unauthorized resale or commercial use of Arkaya products is prohibited.
Collaborations, wholesale, and event gifting require written approval via email.
Breach may result in blacklisting, order cancellations, and legal remedy.

14) Privacy & Cookies

Your use of the Site is also governed by our Privacy Policy and Cookie Policy. By using the Site, you consent to data collection and cookies as described therein. We process payments via secure third-party gateways; please review their terms separately.

15) Liability Limitations

To the fullest extent permitted by law, Arkaya Candles is not liable for:

Subjective dissatisfaction (fragrance strength, color tone, burn time).
Minor artisanal variations or cosmetic issues that do not affect use.
Courier delays, failed deliveries due to address/access issues, or non-compliance with claim procedures.
Allergic reactions or sensitivities.
Indirect, incidental, special, punitive, or consequential damages, including lost opportunities or missed events.

Maximum liability is limited to the purchase price actually paid for the product(s) at issue.

16) Indemnification

You agree to indemnify, defend, and hold harmless Arkaya Candles, its founders, employees, agents, affiliates, suppliers, and partners from and against any claims, liabilities, losses, damages, costs, or expenses (including reasonable legal fees) arising out of your:

Breach of these Terms or any Policy,
Misuse of the Site or products,
False, manipulated, or defamatory claims.

17) Force Majeure

We are not responsible for delay or failure to perform due to events beyond our reasonable control, including natural calamities, acts of God, war, riots, pandemics, strikes, government actions, courier network failures, or local restrictions.

18) Governing Law & Jurisdiction

These Terms are governed by the laws of India. All disputes will be subject to the exclusive jurisdiction of the courts of New Delhi, India.

19) Contact & Official Claim Channel

Arkaya Candles
South Delhi – 110030, India
Official Claims Email: arkayabymansi@gmail.com
Support Hours: Monday–Friday, 11:30 AM – 5:00 PM IST
(Queries outside hours will be attended the next business day.)

20) Entire Agreement & Severability

These Terms, together with our Policies, constitute the entire agreement between you and Arkaya Candles regarding Site use and purchases. If any provision is deemed unlawful or unenforceable, the remaining provisions will remain in full force and effect.

Final Notice

By purchasing from Arkaya Candles, you acknowledge you have read, understood, and accepted these Terms and all linked Policies. Our claims process is designed to be fair, transparent, and fast and to protect genuine customers as well as our handcrafted, small-batch standards.

Arkaya Candles — The Essence of Light.

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