Returns & Exchanges

All Lumus Candles products purchased in-person at our local markets or events are considered final sale, and we do not accept exchanges, returns, or refunds for these products.

For Lumus Candles products purchased from our authorized stockists/retailers, please refer to their specific return and exchange policies, as they will apply to your purchase. We do not accept exchanges, returns, or refunds for Lumus Candles products that were not directly purchased from us or through our official website, www.lumus-candles.com.

ONLINE PURCHASES

We understand that purchasing candles online can be challenging since you can't experience the scents through your screen. If you are not satisfied with your online purchase, we are here to assist you!

EXCHANGES, RETURNS, AND REFUNDS

We gladly accept exchanges or returns for new and unused full-priced or promotionally discounted candles within 14 days of purchase. Please ensure the candle is in its original condition with no signs of damage to be eligible for an exchange or return.

To initiate the exchange or return process, kindly contact us at info@lumus-candles.com within 14 days of your purchase. Items returned without prior notification will not be accepted. Upon approval, we will provide you with a return shipping label and instructions on where and how to send your package.

If you selected Local Delivery or Pick-up during checkout, you can bring your item(s) to our designated Pick-up location for an exchange or return. Please note that Local Delivery fees are non-refundable.

Once we receive and inspect your return, we will notify you of the approval status for the exchange or refund. If approved, your refund will be processed to your original payment method within 10 business days. Keep in mind that your bank or credit card company may require additional time to process and post the refund.

Please be aware that refunds cover the item's cost only and do not include shipping or local delivery fees. As a small and growing business, we are unable to cover the costs associated with exchange or return shipping at this time. We appreciate your understanding and support.

If you have any questions or concerns about your specific item, please reach out to us at info@lumus-candles.com.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Used candles cannot be exchanged, returned, or refunded due to the nature of our products. Additionally, we do not accept exchanges, returns, or refunds for clearance/sale items, gift cards, limited edition/collaboration items, or any item purchased more than 30 days ago.

DAMAGES AND OTHER ISSUES

Upon receiving your package, please inspect it carefully. If you discover any damaged or lost packages, please file a claim with the shipping carrier, as we cannot control incidents during transit.

While we take utmost care in packaging our candles, some minor melting may occur in hot weather conditions. This is normal and does not affect the candle's quality. For any defective, damaged, or incorrect items received, please contact us within 48 hours of delivery at info@lumus-candles.com with photographic proof of damage and your receipt or proof of purchase. We will assess the issue promptly and make it right.

We sincerely hope you won't need to refer to this page because we strive to ensure you love your Lumus Candles experience. However, if your expectations are not met or if you have suggestions/feedback, please don't hesitate to reach out to us at info@lumus-candles.com. We value your feedback and are always here to assist you!