Refund policy

Refunds & Returns

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. 

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order, please contact our customer service team at info@luminessa.co.uk to explain your issue in detail as providing outstanding customer service is one of our core values.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Right to Cancel

You have the right to cancel this contract within 14 days without giving reason.  The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement. Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

Effects of Cancellation

If you cancel this contract, we will reimburse to you the cost of the product/s received from you, excluding the cost of delivery.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

 What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken. Please Ensure that items are returned within 14 days.

 What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us within 30 days. Refusal may actually result in a delay of the parcel being returned.

You can contact us at info@luminessa.co.uk.  Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 How do I report a fault with my product?

It is essential you burn your candle correctly to ensure you get the best from it and we do not accept returns for candles burned incorrectly. We have a guide on our website to help you do this in the right way.

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this we ask that you contact us at info@luminessa.co.uk within 14 days  Please provide details of the fault and where possible attach pictures to your message.

 How do I arrange a return?

Please contact our Customer Service team within 14 days from the date of delivery, to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of this we will provide you with all the necessary information to arrange the return.

 Please package the item securely and ensure our returns form is included inside.  You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.  If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

 Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

 Will you refund my postage costs to return an item?

Unfortunately, we cannot refund your postage costs.

 How long do I have to return an item or items.

Please ensure you contact us within 14 days from the date of delivery.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer services at info@luminessa.co.uk and we will work hard to resolve any issues as smoothly as possible.

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• up to 30 days: if your goods are faulty, then you can get an immediate refund.

• up to six months: if your goods can't be replaced, then you're entitled to a full refund, in most cases.

If you wish to exercise your legal rights to reject products you must post them back to us. Please use the returns process outlined in the Returns section of or email us at info@luminessa.co.uk for assistance.