Refund policy

At Lumiz, we take pride in the craftsmanship and care poured into every candle. If you’re not completely satisfied with your order, we’re here to help.

 

🕯️ Returns

We accept returns under the following conditions:

• Items must be returned within 14 days of delivery.
• Products must be unused, unlit, and in their original packaging.
• Candles must be returned in perfect condition — clean, without scratches, dents, dust, or any signs of handling.
  

To initiate a return, please contact us at lumizcandles@gmail.com with your order number and reason for return. We’ll guide you through the process.

 

🛠️ Damaged or Incorrect Orders

If your item arrives damaged*, broken, or incorrect:

• Contact us within 48 hours of receiving your package.
• Please include clear photos of the item and packaging.
• We will offer a replacement or full refund, based on your preference.

* Please note that minor surface cracks may appear on the wax and it is not considered as a damage. This is a natural characteristic of soy wax, which can shrink with temperature changes, and may also be influenced by the pottery jar. These variations are purely aesthetic, do not affect candle performance, and are not considered damage.

💸 Refunds

Once your return is received and inspected:

• If approved, your refund will be issued via InstaPay within 5–10 business days.
• The cost of return shipping will be deducted from your refund, unless the return is due to a defective or incorrect product.
• Original shipping fees are non-refundable, unless the issue was caused by our error.