Refund policy
We hope you love your Luminessa order. However, if you change your mind or there is a problem with your purchase, please contact us and we will be happy to help.
This Returns Refunds Policy does not affect your statutory rights.
Changing Your Mind
If you purchase online, you generally have the right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, please contact us at info@luminessa.co.uk within 14 days of receiving your order and clearly tell us that you wish to cancel.
Once you have notified us, you must return the goods to us within the applicable cancellation period.
Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning them to us.
Condition of Returned Items
If you are returning an unwanted product, please take reasonable care of it while it is in your possession.
Where applicable, products should be returned unused and in their original condition and packaging.
For hygiene and safety reasons, certain products may not be eligible for a change-of-mind return once they have been unsealed where the applicable consumer law permits this exception.
Your statutory rights in relation to faulty, damaged or incorrectly supplied goods are not affected.
Refunds
Once we have received and inspected your return, we will process any refund due to you.
Where you exercise your statutory right to cancel an eligible online order, we will refund the amount required by applicable consumer law, including the cost of our least expensive standard delivery option where applicable.
If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge will not normally be refunded.
We may make a reasonable deduction from your refund if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to establish their nature, characteristics and functioning.
Refunds will normally be made using the same payment method used for the original purchase.
Returning an Item
Before returning an item, please contact us at info@luminessa.co.uk.
Please include:
- Your order number
- The item or items you wish to return
- Your reason for returning them
We will then provide you with the appropriate return instructions.
When returning an unwanted item, we strongly recommend obtaining proof of postage and using an appropriate delivery service. The returned goods remain your responsibility until they reach us.
Damaged Items
We take great care when preparing and packaging orders, but occasionally an item may be damaged during delivery.
If your order arrives damaged, please contact us at info@luminessa.co.uk as soon as possible.
Please include your order number and photographs showing the damaged item and its packaging where possible. This helps us investigate the issue and provide an appropriate resolution.
Your statutory rights regarding damaged or faulty goods are not affected by this policy.
Incorrect Items
If we have sent you an incorrect item, please contact us at info@luminessa.co.uk with your order number and details of the item received.
Where possible, please include a photograph.
We will investigate and arrange an appropriate solution. You will not be expected to bear reasonable return costs where an item has been supplied incorrectly by us.
Faulty Products
If you believe your product is faulty, please contact us at info@luminessa.co.uk and provide:
- Your order number
- A description of the fault
- Photographs or video showing the issue, where appropriate
We will review the information and advise you on the next steps.
For candles and other products that require specific care or use, we may ask for information about how the product has been used so that we can understand the issue. Incorrect use or failure to follow relevant product safety and care instructions may affect whether an issue constitutes a product fault.
This does not affect your statutory rights.
Return Postage
For change-of-mind returns, you are responsible for the direct cost of returning the goods to us.
If an item is faulty, damaged or has been supplied incorrectly, please contact us before returning it. Where you are legally entitled to return the item at our expense, we will provide appropriate instructions or reimburse reasonable return costs.
Your Legal Rights
Nothing in this policy limits or excludes your statutory rights.
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
Depending on the circumstances, if goods are faulty you may have the right to a repair, replacement, price reduction or refund.
Your cancellation rights for many online purchases are also governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For independent information about your consumer rights, you can visit the Citizens Advice consumer service.
Contact Us
If you have any questions about a return, refund or problem with your order, please contact:
Luminessa Home Fragrance
Email: info@luminessa.co.uk
We aim to resolve any issues as quickly and smoothly as possible.