Aurobella Policies & Legal Information

🌿Terms and condition

By accessing or purchasing from Aurobella, you agree to all the terms and policies listed on this page. Aurobella reserves the right to update or modify these terms at any time without notice. All our products—including soaps, candles, resin pieces, ceramic décor, and glass items—are handmade, and slight variations in color, shape, size, or design are natural. These variations do not qualify as product defects. All prices and offers listed on the website may change without prior notification. Orders are processed only after full payment is received through UPI, bank transfer, wallet payments, or any available method at checkout (unless otherwise stated, COD is not available). Customers are responsible for providing accurate names, addresses, and phone numbers. Aurobella will not be held responsible for lost or delayed deliveries caused by incorrect or incomplete address details. All content, including images and product descriptions on our website, is the intellectual property of Aurobella and cannot be copied or reused without permission.

🚚 Shipping Policy

All orders are processed within one to two business days, excluding weekends and public holidays. Standard delivery usually takes three to seven working days, while express delivery—if available—takes one to three days. Shipping charges are calculated automatically during checkout based on weight and delivery location, and free shipping may be offered during promotions or special events. Once your order is shipped, you will receive tracking details via SMS or email, allowing you to monitor your package until it reaches you. If any product arrives damaged or missing, customers must contact us within 48 hours of delivery with clear photos and—where required—an uncut parcel opening video to initiate a claim.

🪷 Glass Item Policy

Glass items such as jars, holders, and decorative pieces are packed securely using bubble wrap, foam padding, and sturdy boxes to minimize breakage. However, because glass is fragile and may be mishandled during transit, Aurobella requires clear proof to process any damage claims. Customers must provide a complete, uncut parcel opening video recorded from the moment the package is received. This must be submitted within 24 hours of delivery. Accepted claims will receive either a replacement (based on availability) or a partial refund for the product value. Shipping charges are not refundable. Returns are not accepted for glass products unless they arrive damaged.

🌸 Ceramic Item Policy

Ceramic items are packed extremely securely with double-layer bubble wrap, foam support, and strong protective boxes. Since ceramics are delicate, Aurobella requires customers to share an uncut opening video along with photos of the damaged item and outer packaging if any damage occurs during delivery. Claims must be reported within 24 hours. Valid claims will result in a replacement or partial refund of the product value, depending on availability. Shipping fees are non-refundable. Ceramic items are not eligible for return unless received in a damaged condition.

❌ Cancellation Policy

Orders may be cancelled only within six hours of placing the order or before the order has been shipped—whichever comes first. Once the order is shipped, cancellation will not be possible, and the parcel cannot be returned or refunded. Customers should reach out through WhatsApp, phone, or email for any cancellation-related requests.

💸 Refund Policy

Refunds are issued only under specific circumstances: if a product arrives damaged (with valid proof), if the wrong product is delivered, if an item is missing from the parcel, or if the courier confirms that the order is lost. Refunds are not provided for used, opened, or unsealed products; handmade soaps or skincare items (due to hygiene reasons); customized products; or fragile items submitted without proper uncut opening video proof. Once approved, refunds take three to seven business days to reflect in the customer’s original payment method. Shipping charges are non-refundable unless the mistake is on our end.

🧼 Soap Policy

All Aurobella soaps are carefully handcrafted using high-quality oils and ingredients, resulting in slight variations in color, shape, and fragrance intensity—this is part of their natural charm. These natural differences do not indicate defects. Customers are advised to perform a patch test before using any soap, as every skin type reacts differently. Aurobella is not responsible for allergic reactions or irritations caused by personal skin sensitivity. Soaps should be stored in a cool, dry place, preferably on a draining soap dish to prevent melting. Due to hygiene and safety, soaps cannot be returned or refunded unless the wrong item was delivered or the product arrived damaged.

🕯️ Candle Policy

Aurobella candles are handcrafted using natural waxes, and mild frosting or texture variations may appear—this is normal and does not affect candle performance. Customers must follow essential candle safety measures, including keeping lit candles away from children, pets, curtains, or flammable objects; never leaving a candle unattended; trimming the wick before every burn; and burning the candle for no longer than three to four hours at a time. Aurobella is not liable for damages caused by unsafe or improper candle use. Candles must be stored in a cool environment, as natural wax can soften or sweat in heat. Refunds or replacements are available only for damaged or incorrect products and not for used candles or deformation caused by heat exposure after delivery. Glass jar candles require an uncut parcel opening video for damage claims.

🔒 Privacy Policy

Aurobella is committed to protecting customer privacy and handles all personal data securely. We collect information such as the customer’s name, phone number, address, email, and payment details (excluding card numbers), as well as device data like IP address and browsing behaviour. This information is used strictly for order processing, customer support, service improvement, and promotional communication (with consent). Aurobella does not sell or misuse personal data. Some data may be shared with trusted third parties such as courier services, payment gateways, and website hosting platforms solely for completing orders. Customers may request access, correction, or deletion of their personal information or choose to opt out of promotional messages at any time.

📞 Contact Information

For questions, claims, or support, you can reach us at:

📩 Email: contact@aurobella.com

📱 WhatsApp: 7843025718