Support Policy – Eloura Candle
At Eloura Candle, we are committed to providing prompt, friendly, and reliable customer support. This Support Policy outlines how we assist customers with queries, orders, and after-sales concerns.

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1. Scope of Support
Our customer support team assists with:
Order status and tracking
Product information and usage guidance
Returns, refunds, and replacements (as per policy)
Payment or checkout-related issues
Website or account-related concerns

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2. Support Channels
Customers can reach our support team through the following channels:
Email: support@elouracandle.com
Phone/WhatsApp: +91-XXXXXXXXXX
Support requests are handled during business hours only.

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3. Support Hours
Monday to Saturday: 10:00 AM – 6:00 PM
Sunday & Public Holidays: Closed
Queries received outside business hours will be addressed on the next working day.

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4. Response Time
We aim to respond to all support requests within 24–48 business hours.
Resolution time may vary depending on the nature and complexity of the issue.

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5. Order & Product Support
Customers must provide a valid order number for any order-related support.
For damaged or incorrect items, photographic or video evidence may be required.
Support related to returns and refunds will be processed strictly as per our Return & Refund Policy.

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6. Limitations of Support
We do not provide support for issues caused by misuse, mishandling, or improper candle usage.
Handmade candles may have minor variations, which are not considered defects.
Customized or personalized products may have limited support options.

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7. Customer Responsibilities
Customers are responsible for providing accurate contact and order information.
Incomplete or incorrect details may result in delayed support or resolution.

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8. Policy Updates
Eloura Candle reserves the right to modify this Support Policy at any time. Updates will be posted on this page and will take effect immediately.

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9. Contact Information
For support or assistance, please contact:
? Email: support@elouracandle.com ? Phone: +91-XXXXXXXXXX
? Location: India