For Orelia Candles
1. Purpose
At Orelia Candles, we are committed to providing high-quality handcrafted candles and gifting products. This policy explains how customers can raise complaints, seek support, or report grievances related to orders, products, payments, delivery, or services.
This policy is drafted in accordance with:
- The Consumer Protection Act, 2019
- Consumer Protection (E-Commerce) Rules, 2020
- Information Technology Act, 2000 (where applicable)
Customers may contact us through:
Email Support
Email: info@oreliacandles.com
Business Hours
Monday to Saturday
10:00 AM – 6:00 PM IST
Required Information
To help us resolve complaints quickly, customers should share:
- Full Name
- Order ID
- Contact Number
- Description of issue
- Supporting images/videos (if product damaged)
Resolution Timeline
- Complaint acknowledgment: within 48 hours
- Resolution target: within 15 business days
Eligible Complaints
- Missing items in hamper/order
- Manufacturing defects
- Payment deducted but order not confirmed
- Product quality issues
Non-Eligible Complaints
- Minor variations in color, fragrance, texture, or finish due to handcrafted nature
- Damage caused by misuse, improper storage, or unsafe burning practices
- Complaints raised after the specified reporting window
- Melt-related issues caused due to exposure to extreme heat after delivery
Customer Responsibilities
Customers are advised to:
- Read candle care instructions carefully
- Never leave burning candles unattended
- Keep candles away from children, pets, and flammable materials
Orelia Candles shall not be responsible for damage caused due to unsafe candle usage.
