Refund policy

Returns and Exchanges

We’re sorry to hear that you need to return your order.

We accept returns within 14 days of purchase, provided the item is returned in new, unused condition. Once your return is approved and received, we will process your refund to the original payment method within 7 working days.

Condition of Products

Due to the nature of our products, we can only accept returns if:

- The candle is unused and unlit

- The product is returned in its original condition and packaging

- There are no signs of use or damage

We reserve the right to refuse or partially refund any return that does not meet these conditions.

Unfortunately, we are unable to accommodate returns or refunds for:

- Candles that have been used or lit

- Products that have not been burned correctly in line with our candle care instructions

We strongly advise that candle care instructions are read upon purchase to ensure the best possible burning experience.

Return Shipping

- Customers are responsible for return postage costs

- Original delivery charges are non-refundable

- We recommend using a tracked service, as we cannot be responsible for items lost in transit

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos of the product and packaging.

In these cases, we will offer a replacement or full refund, including original delivery costs, once the issue has been verified.

How to Return Your Items

- Contact us at lushandlumen@gmail.com with your order number and reason for return

- Once approved, send your return to the address provided by our team

- Refunds will be issued in line with this Returns Policy

Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.