Policy details
Clear information, in one place.
Please read this policy before sending an enquiry or confirming an order. Write to us if anything needs clarification.
Eligible order concerns
This policy covers a candle damaged in transit, a missing item, the wrong product or scent, and a product whose confirmed material or specification is materially incorrect. Custom and bulk products receive the same protection for these issues.
How to report an issue
Email contact@numira.in within 48 hours of the courier delivery timestamp. Include the Numira order reference and clear photographs of the outer packaging, shipping label, affected product, and damage or error. An unboxing video is helpful.
Review time
Numira will acknowledge the complaint within 48 hours and provide a written resolution within 30 days of receiving the required order details and photographs.
Replacement or refund
For a validated issue, you may choose a replacement at no additional product or delivery charge, or a refund for the affected item and its related delivery charge. If the complete order is affected, the complete confirmed amount is eligible for refund.
Returning an affected item
Do not send a product back without written instructions from Numira. If a return is required for a validated issue, Numira will arrange collection or reimburse the agreed return shipping cost.
Refund timing
Numira will initiate an approved refund to the original payment method within 14 calendar days of approval and will confirm when it has been sent. If the credit is not visible seven working days after that confirmation, contact your bank or payment provider with the refund details.
Items not eligible
A used candle, damage caused by use contrary to the care instructions, a change of mind, or an expected handmade variation described in these Terms is not eligible for return or refund. This exclusion does not apply when the product is damaged, incorrect, or not as confirmed.
Cancellation before preparation
An enquiry or quote may be withdrawn before the order confirmation email is sent. After confirmation, preparation has begun and the order cannot be cancelled.