At The Elara Co, every candle and décor piece is carefully handcrafted with love and undergoes a strict quality check before dispatch. To maintain fairness and transparency, please note the following:
1) No Returns, No Exchanges, No Cancellations
• Once an order is placed, it cannot be cancelled, returned, or exchanged.
• All details such as size, fragrance, and design are clearly mentioned in product descriptions. We encourage customers to read carefully and check images before purchasing.
2) Damaged / Defective / Missing Items
• If you receive a damaged product, a manufacturing defect, or a missing item, you must register a complaint within 24 hours of delivery by emailing us care.elaraco@gmail.com with your order ID.
• To be eligible, you must share:
o An unboxing video (from opening the sealed package until the product is fully visible).
o Clear photos showing the defect/damage/missing item.
Without these proofs, we cannot process refunds or replacements.
3) Wrong Delivery Status
• If your order shows “delivered” but you haven’t received it, you must inform us within 24 hours of the status update.
• Email us with your order ID and subject line: “Wrong Delivery Status” at care.elaraco@gmail.com Complaints after 24 hours will not be eligible for support or refund.
4) Refunds & Replacements
• Once your claim is verified and approved, we will process a refund or replacement as applicable.
• Refund timelines: 5–10 working days (subject to your bank/payment gateway).
• Shipping charges are non-refundable.
• If you do not receive your refund within the mentioned time, kindly recheck your account or contact your bank before reaching out to us.
5) RTO (Return to Origin) – Customer Mistake
• If the shipment is returned due to incorrect/incomplete address, wrong contact details, unavailability to accept delivery, or not responding to courier/vendor calls, the customer will bear RTO charges and reshipment charges.
• Order cancellation will not be entertained in such cases.
6) Custom Orders
• Custom or personalized products are not eligible for refunds, cancellations, or exchanges under any circumstances.