Refund policy
Returns, Refunds & Cancellations
Every Avora candle is handmade and packed with care. Because candles are delicate and many of our pieces are personalised, we follow the policy below.
Damaged, defective or wrong items
If your order arrives damaged, broken, or is not what you ordered, we'll make it right with a replacement or a full refund. To help us sort it out quickly:
- Contact us within 48 hours of delivery at avora.candles@gmail.com.
- Share a continuous, unedited unboxing video (from sealed parcel to opened product) along with clear photos of the item and the outer package.
- Keep the product and packaging until your claim is resolved.
Claims without an unboxing video, or raised after 48 hours, may not be eligible.
Items we cannot return
- Change-of-mind returns, as candles are fragile and cannot be resold once they leave us.
- Personalised or custom items (such as initial candles).
- Candles that have been lit, used, painted or decorated.
- DIY kits that have been opened or used.
Handmade variations
Each candle is made by hand, so small differences in colour, shape, gem placement or finish from the product photos are part of its charm and are not considered defects.
Cancellations
You can cancel an order for a full refund before it has been dispatched. Personalised orders cannot be cancelled once we've started making them. Orders that have been dispatched cannot be cancelled.
How refunds work
Once your claim is approved, refunds are processed to your original payment method within 7–10 business days. For Cash on Delivery orders, we'll refund to your bank account or UPI ID.
Questions? Write to us at avora.candles@gmail.com.