At PRASI AURA, we take immense pride in crafting and shipping your orders with love, care, and artisanal precision. Every candle is individually hand-poured in small batches using 100% natural soy wax, lead-free cotton wicks, and botanical fragrance oils.
⚠️ Important Policy Summary:
- As all our products are handmade, artisanal, and personalized, we do not offer general returns, refunds, or exchanges for change of mind or personal scent preferences.
- Returns / Replacements are valid ONLY in case of receiving WRONG, DAMAGED, or MISSING items — reported within 2 days (48 hours) of delivery.
- MANDATORY UNBOXING VIDEO: An uncut opening / unboxing video is strictly mandatory to make any return or replacement claim.
1. Order Cancellation Policy
We begin handcrafting and packing orders promptly. If you wish to cancel an order, please review our cancellation guidelines:
- Cancellation Window: You may cancel your order free of charge within 12 hours of placing it or before receiving a shipment dispatch notification.
- How to Cancel: Please contact our support team immediately via WhatsApp at +91 9381039963 or email prasiaura2026@gmail.com with your Order ID.
- Refund on Cancellation: If cancelled prior to courier dispatch, a 100% full refund will be processed to your original payment source within 5–7 business days via Razorpay.
- Post-Dispatch: Once an order has been handed over to our shipping partner, it cannot be cancelled.
2. Returns & Replacements (Wrong, Damaged, or Missing Items Only)
Because candles are delicate artisanal products, returns or free replacements are facilitated exclusively under the following circumstances:
- Wrong Item Received: Receipt of a candle variant or fragrance different from your confirmed order summary.
- Missing Item: An item listed on your invoice was missing from the delivered box.
- Defective or Damaged in Transit: Glass jar breakage, cracked containers, or functional defects (e.g. missing wick) occurring during transport.
Reporting Deadline: Any issue with your package MUST be reported to us within 2 days (48 hours) of receiving delivery.
3. Mandatory Opening / Unboxing Video Requirement
To prevent fraudulent claims and ensure fair verification, an opening / unboxing video is MANDATORY for all return, damage, or missing item requests.
Requirements for Unboxing Video:
- The video must start before opening the outer shipping box or courier polywrap bag.
- The shipping label showing your Order ID, name, and address must be clearly visible in the video frame.
- The package must be opened on camera, showing the contents being unpacked in a single continuous, uncut shot without any editing or pauses.
- Claims submitted without a clear, uncut unboxing video cannot be entertained or processed.
4. No Exchange Policy
We do not facilitate any product exchanges. We encourage customers to carefully review candle fragrance descriptions, burn times, and jar sizes before completing their purchase.
5. How to Initiate a Claim (Step-by-Step)
If you received a wrong, damaged, or missing item, please follow these simple steps:
STEP 1 Record your mandatory opening / unboxing video while receiving and unpacking your parcel.
STEP 2 Send your Order ID along with the unboxing video and clear photo proof to our WhatsApp at +91 9381039963 or email prasiaura2026@gmail.com within 2 days (48 hours) of delivery.
STEP 3 Our support team will verify your claim within 24 hours. Upon verification, we will arrange a free replacement dispatch or issue a full refund.
6. Refund Process & Timelines
For approved claims where a replacement is unavailable or a refund is requested:
- Refunds are initiated directly through our secure payment gateway partner, Razorpay.
- The refund amount will be credited back to your original payment method (Credit Card, Debit Card, UPI, or Net Banking).
- Refunds typically reflect in your account within 5–7 business days depending on your bank's processing cycles.
7. Packaging & Damage Protection Standard
We do our utmost best to pack every glass container securely. All PRASI AURA candles are wrapped in multi-layer eco-friendly protective bubble wrap and placed inside sturdy outer corrugation boxes to ensure maximum protection against courier handling during transit.
8. Customer Care Contact Details
If you have any questions or need assistance with your order, our dedicated team is here to help: