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Order Return Policy

🔁 Return & Refund Policy – Niral Industries

At Niral Industries, we are committed to providing high-quality candle making and soap making materials. As our products are primarily raw materials and craft supplies, returns are accepted only under specific conditions.

Customers are requested to carefully read this policy before placing an order.

1. Damaged Shipment

If your order arrives damaged during transit, please notify us within 24 hours of delivery.

To process your claim, the following details are mandatory:

  • Complete unboxing video starting from opening the sealed package
  • Clear photos of the damaged product
  • Order ID

Please share the above details via:

📞 Call / WhatsApp: 8879651081 / 8879651082

Important Conditions

  • Video must clearly show sealed package, opening process, and damage
  • Edited or incomplete videos will not be accepted
  • Claims after 24 hours will not be considered
  • If package looks tampered, video must be recorded before opening

Claim Resolution

  • Subject to verification by our team
  • Only damaged items will be replaced
  • Claims without video will not be accepted

2. Eligibility for Return

Returns are accepted only in the following cases:

  • Incorrect product received
  • Verified manufacturing defect

Returns will not be accepted for:

  • Change of mind
  • Wrong selection by customer
  • Minor variation in colour, fragrance, texture, or finish
  • Product not matching personal expectations
  • Performance variation due to usage

Return Shipping Compensation (In Case of Our Error)

In cases where the return is approved due to an error from Niral Industries (wrong product or verified defect):

  • We will reimburse return shipping charges up to ₹50 per kg
  • Reimbursement will be calculated based on standard courier rates applicable to the shipment

Important:

  • Any courier charges paid beyond ₹50 per kg will not be reimbursed
  • Customers are advised to use economical and reasonable courier services
  • As a cost-effective option, customers may also use India Post Registered Parcel service, which typically costs below ₹50 per kg

3. Time Limit for Return Request

  • Must be raised within 48 hours of delivery
  • Requests beyond this will not be accepted

4. Mandatory Proof Requirement

  • Unboxing video is compulsory
  • Clear photos required
  • Order ID must be shared

5. Product Condition for Return

  • Must be unused and unopened
  • Must be in original packaging
  • Must be in resalable condition

6. Return Authorization (RA Required)

  • Approval required before return
  • Unauthorized returns will be rejected or sent back

7. Non-Returnable Items

  • Opened fragrance oils
  • Used or partially used materials
  • Customized products
  • Sale / clearance items
  • Misused or damaged products

8. Product-Specific Disclaimers

Glass Products:
Breakage during transit is not eligible for refund or replacement

Metal Products (Urli / Containers):
Slight scratches, minor dents, or slight shape variations may occur due to manufacturing and transit handling. These are considered normal and do not affect product usability. Such cases are not considered as damage and are not eligible for return, refund, or replacement.

Wax Products:
Wax may soften or melt during transit due to temperature. This is normal and does not affect usability.

Fragrance Oils:
Colour variation between batches is normal and does not affect performance.

Weight Tolerance:
±5% variation acceptable

9. Product Usage & Performance

Performance depends on:

  • Wax type
  • Wick size
  • Fragrance load
  • Container
  • Environmental conditions

Such variations are not considered defects.

10. Shipping & Charges

  • Shipping charges are non-refundable

In approved return cases:

  • 15% restocking fee will be applicable
  • Actual shipping cost will be deducted

For orders where Free Shipping was offered:

  • The actual courier cost incurred by Niral Industries will be deducted (approximately ₹40–₹60 per kg, depending on shipment weight and location), as shipping expenses are paid at the time of dispatch

11. Return Shipping Responsibility

  • Customer bears return shipping
  • Proper packing is mandatory

If damaged during return transit → no refund

12. Refund / Replacement Policy

  • Prefer replacement or store credit
  • Refund only in special approved cases

If approved:

  • Processed within 5–7 working days

13. Partial Claims

  • Only affected items will be replaced
  • Full order refund not applicable unless entire order is defective

14. Order Cancellation

  • Cannot cancel after processing or dispatch
  • Must request immediately after placing order

15. Customer Responsibility

Customers are advised to:

  • Check product details carefully before ordering
  • Ensure correct selection of size, quantity, and application
  • Test small quantity before bulk purchase

16. Courier & Transit Disclaimer

Delivery timelines are managed by third-party courier partners and may sometimes be affected due to operational delays, weather conditions, or logistics issues beyond our control.

We request customers to kindly note:

  • Niral Industries is not responsible for delays caused by courier partners
  • In case of delay, our team will coordinate with the courier company to assist
  • Customer cooperation and patience are required

We are committed to supporting you until resolution. Communication must remain respectful and professional.

In Case of Parcel Loss

  • If compensation is received from the courier partner, it will be passed on to the customer
  • If no compensation is received, the loss may be resolved on a mutual basis (up to 50%-50%)

As a goodwill gesture, we may offer:

  • Special pricing
  • Dealer rates
  • Maximum possible discounts on future orders

17. Final Decision Authority

All return, refund, and replacement requests are subject to approval by Niral Industries. The final decision will be binding.

📞 Contact Support

📞 8879651081 / 8879651082
🌐 www.candlemould.in

✔ Agreement

By placing an order, you agree to all terms mentioned above.