Terms & Conditions
1. General Terms
By accessing or using the Oriel Living website and by placing an order with us, you agree to be bound by these Terms & Conditions. These terms apply to purchases, enquiries and orders made through our website, WhatsApp or other available communication channels.
2. Products & Product Images
Oriel Living offers handmade, handcrafted, customised and curated gifting products. Product photographs displayed on the website are for representation purposes only.
Actual products may vary slightly in colour, size, shape, texture, finish, arrangement or appearance due to the handmade nature of our products, photography, lighting and availability of materials.
Packaging, ribbons, boxes, decorative elements and other presentation materials may also vary from those shown in product photographs.
3. Made-to-Order & Customised Products
All Oriel Living products are made to order and may be customised according to the customer's requirements, subject to the product and customisation options available.
As products are prepared specifically for each customer, minor variations in colour, finish, arrangement, appearance or other details may occur and shall not necessarily be considered defects.
Customers are responsible for providing accurate names, messages, spellings, dates, colours, quantities and other customisation details before the order is confirmed.
Once production or customisation has commenced, changes or cancellation may not be possible.
4. Orders & Order Confirmation
Orders may be placed through the communication channels provided by Oriel Living, including WhatsApp, telephone or other available channels.
An order will be considered confirmed only after the product, quantity, price, customisation details, delivery details and other applicable requirements have been agreed and the required payment or advance payment has been received.
Oriel Living reserves the right to decline or cancel an order where a product is unavailable, required information is incomplete or circumstances prevent us from fulfilling the order.
5. Pricing, MRP & Discounts
Product prices displayed on the website are subject to change without prior notice.
Where applicable, MRP, discounts, promotional prices or special customer pricing will be communicated at the time of order.
Any discount or promotional offer is applicable only as specifically communicated and may be subject to quantity, product, duration or other conditions.
6. Product Confirmation Before Dispatch
Where applicable, Oriel Living may share photographs of the completed product with the customer before dispatch, particularly for customised or made-to-order products.
Customers are requested to review the photographs and communicate any concerns regarding the agreed product or customisation details before dispatch.
Once the product has been approved by the customer and dispatched, changes or cancellations may not be possible.
7. Minimum Order Requirements
Individual orders are welcome within Delhi NCR, subject to product availability and delivery feasibility.
For orders outside Delhi NCR, minimum order requirements may apply depending on the product, quantity, packaging and delivery requirements. Any applicable minimum order requirement will be communicated before the order is confirmed.
8. Delivery & Delivery Charges
Delivery is available in selected locations, subject to product availability and delivery feasibility.
Delivery charges are additional unless specifically stated otherwise. Applicable delivery charges may vary depending on the delivery location, order size, product type and delivery method.
The applicable delivery charges will be communicated to the customer before the order is confirmed.
Customers are responsible for providing a complete and accurate delivery address and contact details. Oriel Living shall not be responsible for delays or failed delivery resulting from incorrect or incomplete information provided by the customer.
9. Payment
Payment requirements may vary depending on the order size and nature of the products.
For small orders, particularly orders of 1–2 pieces, 100% advance payment may be required before production begins.
For larger or customised orders, an advance payment may be required at the time of order confirmation, with the remaining balance payable before dispatch.
The applicable payment terms will be communicated and agreed with the customer before the order is confirmed.
10. Cancellation & Returns
As all Oriel Living products are made to order and may be customised specifically for the customer, orders are generally non-returnable and non-refundable once production or customisation has commenced.
Customers are requested to carefully review and confirm their order, customisation and delivery details before production begins.
Cancellation requests should be made as soon as possible after placing an order. Cancellation may not be possible once preparation, production or customisation has commenced.
Genuine cases involving damage during transit will be handled in accordance with the Transit & Courier Damage provisions below.
11. Transit & Courier Damage
Oriel Living takes reasonable care in preparing and packaging products for dispatch. Once an order has been handed over to the courier or delivery service, transportation and handling are carried out by the respective delivery service, and Oriel Living cannot be held responsible for damage caused solely during transit or courier handling.
However, genuine transit-damage cases may be reviewed by Oriel Living on a case-by-case basis.
Customers are strongly advised to record a continuous unpacking video while opening the package. The video should clearly show the outer packaging, condition of the package and the product while it is being unpacked.
If a product is found to be damaged during transit, the customer must notify Oriel Living within 24 hours of receiving the order by emailing the details and the unpacking video to oriel.living@gmail.com.
Where an unpacking video is not available, Oriel Living may request photographs and/or videos clearly showing the product, packaging and damage for assessment.
Claims reported after 24 hours of delivery may not be considered.
12. Resolution for Genuine Transit Damage
If a transit-damage claim is accepted by Oriel Living after review, an appropriate store credit/coupon may be issued based on the extent of the damage.
The store credit/coupon may be equivalent to the value of the affected product(s), or a proportionate amount where only part of an order is affected.
The store credit/coupon will be communicated to the customer and may be adjusted against the customer's next order from Oriel Living.
The applicable terms, validity and usage conditions of the store credit/coupon will be communicated at the time of issue.
13. Product Availability
Product availability may vary depending on demand, seasonality, availability of raw materials, packaging and other factors.
Oriel Living reserves the right to substitute certain packaging, decorative elements or equivalent components where necessary, while maintaining the overall nature and value of the product.
14. Food Products
Certain Oriel Living products may contain food or edible ingredients. Customers should refer to the applicable product information and packaging before consuming any food product.
Customers should inform Oriel Living of any relevant dietary requirements or known allergies before placing an order.
15. Intellectual Property
All original photographs, product images, designs, graphics, logos, written content and other materials created for Oriel Living are protected by applicable intellectual property laws.
Such content may not be copied, reproduced, modified, distributed, published or used commercially without prior written permission.
16. Customer Information
Customers are responsible for ensuring that information provided to Oriel Living, including name, telephone number, email address, delivery address and order/customisation details, is accurate and complete.
17. Changes to These Terms
Oriel Living may update or modify these Terms & Conditions from time to time. The updated version will be published on this website and will apply to orders placed after the updated terms become effective.
18. Contact
For questions regarding these Terms & Conditions or an order, please contact Oriel Living through the contact details provided on our website.