top of page

SHIPPING & RETURNS

SHIPPING POLICY

By making a purchase you are trading with Luminessa Home Fragrance. All rights reserved.

Goods supplied from the Website are supplied by Luminessa Home Fragrance.

These are the terms and conditions on which we supply products to you.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please email us at info@luminessa.co.uk

 Our contract with you

  • To order products, please place them in your basket on the website. You will be offered the opportunity to review your basket before finally placing your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

  • If we are unable to accept your order, we will inform you of this in writing and will refund you the price paid. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline you have specified or because we suspect fraudulent activity.

  • We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

  • Our website is intended for the promotion of our products in the UK. We may accept orders and ship to other countries, but we do not represent, warrant or guarantee that our products are compliant with applicable local laws.

Our products

  • Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

  • The packaging of the product may vary from that shown in images on our website.

  • The products available on our website, are for personal use only. You may not sell or resell any of the products.

Delivery

  • The charges for delivery will be as displayed to you on our website.  Delivery charges will vary dependant on your location. Where delivery is to a country other than the UK, you will be liable for any customs or duties levied on the ordered products.

  • When we will provide the products. During the order process we will let you know when we will provide the products to you. We will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

  • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received.

  • If you are not at home when the product is delivered. We will deliver the products in accordance with the delivery option chosen by you when you place your order. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products.

  • If, after a failed delivery to you, you do not re-arrange delivery or collect products as arranged we will contact you for further instructions and may charge you for further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may cancel the order.

  • A product becomes your responsibility from the time we deliver the product to the address you gave us.

  • You own a product once we have received payment in full. If you return a product then ownership of the product will return to us.

 

RETURN 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.

FAQs

 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.

​

 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 immediately. 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.  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 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.

 

 

 

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.

Price and payment

The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.

  • It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

We accept payment with all major credit and debit cards. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

If you think an invoice is wrong please contact us promptly to let us know.

LOSS OR DAMAGE

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised in section D above; and for defective products under the Consumer Protection Act 1987.

We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

bottom of page