Refund policy

Lume Loft – Return & Refund Policy

At Lume Loft, we’re committed to offering stylish, well-made candle holders and home décor pieces designed to bring warmth and character to your space. If something isn’t right with your order, we’ll do our best to resolve it fairly and clearly.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe

  • The item is unused and in its original packaging

  • The item is damaged, defective, or incorrect

🚫 Non-Refundable Items

We do not accept returns for:

  • Items that have been used, altered, or damaged after delivery

  • Items returned without their original packaging

  • Custom or made-to-order products

  • Final sale or discounted items

  • Products marked as non-returnable at checkout

  • Items damaged due to misuse, improper handling, excessive heat, or excessive force

📝 How to Request a Return

To start a return, please contact our support team with:

  • Your order number

  • A brief explanation of the issue

  • Clear photos of the product and packaging, where applicable

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information or photos where needed.

2. Return Instructions

If your return request is approved, we will provide:

  • The return address

  • Return shipping instructions

📦 Return shipping costs are the customer’s responsibility unless:

  • The item is defective

  • The item arrived damaged

  • The wrong item was delivered

3. Refund Issuance

Once your return is received, inspected, and approved:

  • Your refund will be issued to the original payment method

  • Processing typically takes 5–7 business days, depending on your bank or payment provider

📌 Important Notes

  • All returns must be approved before being sent back

  • Items must be returned in their original condition

  • Shipping fees are non-refundable unless the item is faulty, damaged, or incorrect

  • Returns showing signs of use, damage, or missing packaging may be rejected

  • Candle holders that show signs of burning, wax residue, heat exposure, or other use may not qualify for a return

  • Excessive or suspicious return requests may be declined where permitted by applicable law

💬 Need Help?

If you have any questions regarding a return or refund, please visit our Contact Us page.

Our support team will assist you with your Lume Loft order and help resolve any eligible return or refund request.