Refund policy
Cancellation, Return & Refund Policy
At Luxorah, we believe in providing our customers with a smooth and satisfactory shopping experience. As a manufacturer and seller of a wide range of candles and related products, we make every effort to ensure that your order reaches you safely and in good condition.
Cancellation Policy
How do I cancel an order placed with Luxorah?
If your order or the item(s) you wish to cancel have not yet been shipped, you may contact our customer support team via email and contact number.
(Monday to Saturday, 10 AM to 6 PM)
Once your cancellation request is received and successfully processed, the order will be cancelled. If payment has already been made, the eligible refund will be initiated within 24–48 business hours after the cancellation request is processed.
Please note that orders that have already been shipped may not be eligible for cancellation. In such cases, you may need to follow the applicable return or refund process described below.
Can Luxorah cancel an order?
Yes. Luxorah reserves the right to cancel or decline an order in certain circumstances.
An order confirmation or acknowledgement does not necessarily constitute final acceptance of the order. Luxorah may cancel an order, in whole or in part, for reasons including but not limited to:
- Errors in the shipping or billing details provided by the customer.
- Suspected fraudulent or unauthorised transactions.
- Delivery limitations or serviceability issues.
- Any other circumstances beyond our reasonable control.
If an order is cancelled by Luxorah after payment has been received, the applicable refund will be processed to the original payment method, subject to the applicable payment gateway and banking timelines.
When will I receive my refund?
For cancellations before shipment:
If the order is cancelled before it is shipped, the refund will be initiated within 24–48 business hours after the cancellation request has been duly processed.
For cancellations after shipment or returned orders:
If the order has already been shipped or is returned to Luxorah, the refund will be processed after the returned product(s) are received and inspected at our facility, subject to the terms of this policy.
Returns, Replacements and Refunds
How do I return a product purchased from Luxorah?
Luxorah offers a return/replacement facility for eligible products, subject to the terms and conditions mentioned in this policy.
If you receive a candle or other eligible product that is damaged, defective, incorrect, or materially different from the product ordered, you should contact our customer support team within 5 days of delivery.
Luxorah offers its customers an Easy Return Policy, under which you may raise a return or replacement request for an eligible product within 5 days of delivery. We also accept partial returns, allowing you to request a return or replacement for one or more individual products from your order.
Under what conditions is a product NOT eligible for return?
Products Not Eligible for Return
Returns or replacements will not be accepted under the following conditions:
- The product has been used, burned, altered, or modified after delivery.
- The product has been damaged due to misuse, improper handling, or overuse.
- The product is returned without its original packaging, labels, tags, accessories, complimentary items, or other components, or if the original packaging has been significantly damaged.
- The product has been tampered with or modified in any way.
- The return or replacement request is initiated after 5 business days from the date of delivery.
- The product was provided as a gift, complimentary item, or promotional product by Luxorah.
What if I receive a damaged or defective product?
We take great care to ensure that our candles and products are securely packed before dispatch.
If the package appears tampered with, visibly damaged, or opened at the time of delivery, we recommend refusing the delivery where possible and informing Luxorah customer support immediately.
If you receive a product that is damaged, defective, broken, melted, incorrect, or otherwise not in acceptable condition, please contact Luxorah customer support within 5 days of delivery.
Please provide:
- Your Order ID.
- Clear photographs of the outer packaging.
- Clear photographs and/or video of the damaged or defective product.
- Photographs of the shipping label, wherever applicable.
- A brief description of the issue.
After verification of the complaint, Luxorah may offer a replacement or refund, depending on the nature of the issue and the availability of the product.
If a replacement is approved but the same product is unavailable, Luxorah may provide a refund of the eligible amount.
For valid damage or manufacturing-defect complaints, the replacement or refund will be processed at no additional product cost to the customer, subject to verification.
Can I return part of my order?
Yes. If you have purchased multiple products in a single order, you may be eligible to request a return, replacement, or refund for an individual item, subject to the terms of this policy.
However, the product being returned must be returned in its complete condition, including all applicable components, packaging, labels, accessories, and complimentary items that were supplied with the product.
How will I receive my refund, and how long will it take?
For an approved return, replacement, or refund request, Luxorah will process the applicable refund after the returned product has been received and inspected at our facility.
The refund will generally be issued to the original payment method used to place the order. The time taken for the refund to reflect in your account may vary depending on the payment gateway, bank, card issuer, or other financial institution.
Please note that the time taken by Luxorah to initiate a refund and the time taken by your bank or payment provider to credit the refund are separate processes.
Important Candle-Specific Note
Candles are sensitive products and may be affected by temperature and environmental conditions during transportation. Minor surface changes, such as frosting, small air bubbles, minor texture variations, or slight colour differences, may occur naturally in certain types of wax and do not necessarily indicate a defect.
For safety and quality reasons, customers should always follow the candle care and burning instructions provided with the product.
If you believe your candle has a genuine manufacturing defect or has arrived damaged, please contact Luxorah within the specified return period with appropriate photographic or video evidence so that our team can review and assist you.
Contact Us
For cancellation, return, replacement, or refund-related queries, please contact the Luxorah Customer Support Team through the contact details provided on our website.
Please keep your Order ID ready when contacting us to help us resolve your request efficiently.
Luxorah reserves the right to amend, modify, or update this Cancellation, Return & Refund Policy at any time without prior notice. Any changes will be effective once published on the Luxorah website.