Refund and Returns Policy

At Lumoura Candles, we take great pride in the quality and craftsmanship of our handmade soy wax candles. Because our products are personal care/fragrance items and are handcrafted to order, we have a specific policy regarding returns and refunds.

1. Damaged or Wrong Products

We take extra care in packaging your candles to ensure they arrive safely. However, if your order arrives damaged (e.g., broken glass) or if you received the wrong item, we will happily provide a replacement or a refund.

Reporting Period: You must report damages within 24 hours of receiving the package.

Mandatory Proof: To claim a refund or replacement, you must provide a clear unboxing video and photos of the damaged product and the packaging.

Contact: Send the video and your order details to us via WhatsApp at +91 9792197221 or email us at lumouracandles@gmail.com.

2. Returns & Exchanges

Due to the nature of scented candles, we do not accept returns or exchanges in the following cases:

Change of Mind: We cannot accept returns if you simply do not like the fragrance or have changed your mind after purchase.

Used Products: Any candle that has been lit or altered cannot be returned or refunded.

Natural Variations: Minor imperfections like “frosting” or slight color changes are natural characteristics of 100% soy wax and are not considered defects.

3. Refunds (If Applicable)

Once your proof of damage is inspected and approved:

We will initiate a refund to your original method of payment.

For prepaid orders, the refund may take 5–7 business days to reflect in your account.

Shipping costs are non-refundable.

4. Order Cancellations

You can cancel your order within 12 hours of placement. Once the candle has been processed or shipped (within our 1–3 day processing window), we cannot cancel the order.

5. Questions?

If you have any questions regarding your specific order, please reach out to us:

WhatsApp: +91 9792197221

Email: lumouracandles@gmail.com