Refund policy

 

Returns & Refunds Policy

We do not accept returns or exchanges on custom or made-to-order items. All sales are final.

However, if your order arrives damaged or defective, please contact us within 48 hours of delivery with your order number and photos of the item and packaging. We will gladly review the issue and offer a replacement or refund if applicable.

Refunds
Refunds are only issued in cases where the product arrives damaged or there is a proven issue with the order. Once approved, refunds will be processed back to your original payment method.

1. Custom or Made-to-Order Items
All custom or made-to-order items, including personalized gifts and handcrafted pieces, are not eligible for returns or refunds. Please review your order carefully before purchase.

2. Ready-to-Ship Items
For items in stock that are not customized:

• Returns or exchanges are accepted only if the item is damaged or sent incorrectly.
• Please contact us within 48 hours of delivery with photos of the issue.
• We do not accept returns for change of mind.

3. Shipping Responsibility

• If the return is due to our error (wrong item or damaged during shipping), we will cover the return shipping costs.
• Customers are responsible for shipping costs in all other cases.

4. How to Request a Return
To request a return or exchange, email us at lumanecandleshop@gmail.com with your order number, photos, and a brief description of the issue.

5. Proof of Delivery
All shipped items have tracking. Proof of delivery may be required to process returns or exchanges.