Last updated: 7 October 2026
At AIRA SOUL, we carefully prepare every order before dispatch. As our Sambrani Ritual Cups are consumable products, we do not accept returns or exchanges for a change of mind or personal aroma preferences.
This policy applies to purchases made directly from airasoul.in. AIRA SOUL is operated by Aira Retail.
Non-Returnable Products
We do not accept general returns or exchanges where:
• you change your mind or select the wrong variant;
• the product has been opened, used, burned or consumed;
• damage occurs after delivery due to improper handling or storage; or
• the issue relates to personal preference regarding aroma or experience.
These restrictions apply to change-of-mind returns. They do not exclude claims concerning damaged, defective, incorrect products or products that do not match their description, including defects discovered after opening or use.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, incorrect or materially different from what you ordered, please contact hello@airasoul.in.
Please report visible damage or incorrect items preferably within 48 hours of delivery, so we can resolve the issue promptly. If a defect becomes apparent later, contact us as soon as you notice it. This reporting window does not limit your rights under applicable law.
Please include:
• your order number;
• a brief description of the issue; and
• clear photographs of the affected product and packaging.
An unboxing video, where available, can help us assess transit damage, but it is not mandatory. We will also consider other reasonable supporting evidence.
Please retain the affected product and packaging while we review your request.
Replacement or Refund
Once the issue is verified, you may choose:
• Replacement, subject to stock availability; or
• Refund, to the original payment method.
If your chosen replacement is unavailable, we will issue a refund.
Return Shipping
Where a return is required because a product is damaged, defective or incorrect, AIRA SOUL will arrange or bear the reasonable return-shipping cost.
Please do not send any product back without first contacting us and receiving return instructions.
Refund Timeline
Approved refunds are generally initiated within 5–7 business days of approval. We will notify you once your refund has been initiated.
After initiation, the time taken for the amount to appear in your account depends on your bank or payment provider.
If your refund has not arrived within the timeframe communicated to you, please contact us with your order number and refund reference, if available.
Order Cancellation
You may request cancellation before your order is dispatched by contacting us with your order number.
If your order has not been dispatched, we will cancel it and initiate a refund of the amount paid. Once dispatched, change-of-mind cancellation requests cannot be accepted.
This does not affect your rights concerning damaged, defective, incorrect or undelivered goods.
Undelivered Orders
If your order has not arrived, or tracking shows delivery but you have not received it, please contact us. We will investigate with the delivery partner and arrange an appropriate resolution.
Purchases Through Other Platforms
For purchases made through Amazon or another marketplace, please raise your request through that platform’s customer support process. The relevant platform’s return and refund policies apply.
Contact Us
Aira Retail — AIRA SOUL
Email: hello@airasoul.in
WhatsApp: +91 8090663852
Address:
2nd Floor, B 38/1-H, Birdopur,
Mahmoorganj, Varanasi,
Uttar Pradesh — 221010, India.
Nothing in this policy limits your rights under applicable consumer protection laws.
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