Refund policy
At Luminaura, every candle is carefully handcrafted and quality-checked before dispatch. Due to the delicate and artisanal nature of our products, we maintain a strict 24-hour return policy.
24-Hour Return Window
You have 24 hours from the time of delivery to request a return.
To be eligible for a return:
-
The product must be unused and in its original packaging.
-
The product must be in the same condition as received.
-
A clear and uninterrupted unboxing video must be provided.
-
Proof of purchase (order ID or receipt) is required.
Return requests made after 24 hours of delivery will not be accepted.
Mandatory Unboxing Video Requirement
To ensure fairness and transparency:
-
An unedited, continuous unboxing video is required.
-
The video must clearly show the sealed package before opening.
-
The product and any visible damage or issue must be clearly shown in the same video.
Without a proper unboxing video, we will not be able to process any damage or return claims.
How to Request a Return
To initiate a return, please email:
Include:
-
Order number
-
Clear images of the product
-
The unboxing video
-
A brief description of the issue
If your return is approved, we will share further instructions and the return address.
Products sent back without prior approval will not be accepted.
Damaged or Incorrect Items
Please inspect your order immediately upon delivery.
If:
-
The item is damaged,
-
You received the wrong product,
-
There is a manufacturing defect,
Contact us within 24 hours of delivery with the required video and details so we can evaluate and resolve the issue promptly.
Non-Returnable Items
We do not accept returns for:
-
Used candles
-
Burnt or partially used products
-
Custom or personalized orders
-
Sale items
-
Gift cards
As candles are sensitive to handling and storage conditions, returns based on fragrance preference or minor aesthetic variations will not be accepted.
Exchanges
We do not offer direct exchanges.
If your return is approved, a refund will be processed. You may place a new order separately.
Refunds
Once we receive and inspect the returned product, we will notify you regarding approval.
If approved:
-
Refunds will be processed to the original payment method.
-
It may take 7–10 business days for the amount to reflect, depending on your bank or payment provider.
If more than 15 business days have passed since refund approval, please contact us at luminaura31@gmail.com.
