Refund policy

CANCELLATION, RETURN & REFUND POLICY

At Luxorah Jaipur, we take care to ensure that every order is packed and delivered in good condition. This Policy explains how to request an order cancellation, return, replacement or refund.

CANCELLATIONS

  • You may request cancellation only before your order has been dispatched. Please contact Luxorah Jaipur Customer Support at luxorahjaipur@gmail.com or +91 9261201276, Monday to Saturday, from 10:00 AM to 6:00 PM.
  • Once an order has been dispatched, it cannot be cancelled. You may request a return only if the product is damaged, defective or incorrectly delivered, in accordance with this Policy.
  • If your cancellation request is received and processed before dispatch, any eligible refund will be initiated within 24–48 business hours after processing.
  • Luxorah Jaipur may cancel or decline an order if, for example, the shipping or billing details are incorrect, a transaction appears unauthorised or fraudulent, the delivery location is not serviceable, or circumstances beyond our reasonable control prevent us from fulfilling the order.
  • If payment has already been received for an order cancelled by Luxorah Jaipur, any eligible refund will be processed to the original payment method. The time taken for the refund to appear may depend on the payment provider or bank.

ELIGIBLE RETURNS AND REPLACEMENTS

  • We accept return or replacement requests only for products that are damaged, defective or incorrectly delivered.
  • We are unable to accept returns for a change of mind, dislike of fragrance or an incorrect product selection by the customer.
  • Please contact Customer Support at [insert support email] within 48 hours of delivery.
  • To help us review your request, please provide:
  • Your Order ID and invoice.
  • Clear photographs and videos of the product and its packaging.
  • A complete product unboxing video is required to submit a return or replacement claim.
  • A brief description of the issue.

Requests received more than 48 hours after delivery may be declined. Please keep the product and its packaging until your request has been reviewed.

Approved returns must be unused and in their original packaging, with all applicable labels, tags, seals, barcodes, accessories and complimentary items.

We may decline a return if the product has been used, damaged through misuse or mishandling, returned without its original packaging, has tampered labels or serial numbers, or otherwise does not meet this Policy.

Customised or personalised products, and products that have been opened, used, altered or tampered with, are not eligible for a refund under this Policy, except where applicable law provides otherwise.

RETURN REVIEW AND COLLECTION

We will review your request and the supporting information and let you know whether it has been approved. If approved, we will share the return instructions and, where applicable, pickup details through Luxorah Jaipur or our shipping partner.

Once we receive the returned product, we will inspect it to determine whether it qualifies for a refund or, where offered and available, a replacement. A replacement is subject to the review outcome and product availability. If an approved replacement is unavailable, we may process an eligible refund instead.

REFUNDS

Approved refunds will generally be initiated within 48–72 working hours after the request is approved and the returned product has been inspected.

Refunds are generally made to the original payment method. The time taken for the amount to appear in your account depends on your payment provider, bank or other financial institution.

Refunds for Cash on Delivery (COD) orders are subject to the COD terms and instructions published on the Website. If specific instructions apply, Customer Support will share them when your request is approved.

For a cancelled order or approved return, the refund will be limited to the amount actually paid for the eligible product after discounts, promotional offers, vouchers or coupons have been applied.

Any discount code or voucher used on an order will be treated as redeemed and will not be reinstated after a cancellation or refund.

If an approved return relates to an order that included a complimentary gift or promotional item, the item must also be returned. If it is not returned, the refund may be adjusted by the value of the item, where applicable.

Products purchased using a discount or promotional offer remain eligible for a return or refund only if they are damaged, defective or incorrectly delivered, in accordance with this Policy.

CANDLE CARE AND TRANSIT CONDITIONS

Some products may be sensitive to temperature changes. Minor softening or surface changes caused by heat during transit do not affect product performance and do not, by themselves, constitute a defect.

If a product is significantly damaged during transit or rendered unusable, it may be eligible for a return, replacement or refund in accordance with this Policy.

FORCE MAJEURE AND POLICY UPDATES

Luxorah Jaipur is not responsible for delays or failure to perform caused by circumstances beyond our reasonable control, including natural disasters, transportation disruptions, strikes, pandemics or governmental actions.

We may update this Policy from time to time. The version published on the Website will apply, subject to applicable law.

CONTACT US

For cancellation, return, replacement, or refund queries, contact the Luxorah Jaipur Customer Support Team:

Email: luxorahjaipur@gmail.com
Phone/WhatsApp: +91 9261201276
Support hours: Monday to Saturday, 10:00 AM to 6:00 PM

Please keep your Order ID ready when contacting us.

Luxorah Jaipur may amend or update this policy by publishing a revised version on its website. Any update will apply prospectively and will not remove rights or remedies available to consumers under applicable law.