Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unused, undamaged with tags, and in its original packaging. You’ll also need to show us the receipt or proof of purchase. Please note that separate shipping fees may apply. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. To request a return, you can contact us at cozy@lumicandlesph.com. 

Issues
Please inspect your order upon reception and contact us immediately within 2 hours if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right.

Damages

Please be informed that we make sure to only provide and ship good-conditioned items. If items are damaged during transit after placing orders on the Site, kindly provide us photo and video copies as proof within 2 hours only in order for our team to evaluate if the damaged products are legitimate or not. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom-made products (such as special orders, pre-orders, or personalized items), and used LUMI items (used candles, damaged reed diffusers, and fragrance oils 3 days after receiving the product).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We do not accept any monetary request for refunds unless the aforementioned prerequisites are followed. 

If legitimate proof is given and approved by our team, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 14 business days have passed since we’ve approved your return, please contact us at cozy@lumicandlesph.com.