Refund policy

Refund Policy

At Lumière & Co., we want every order to arrive safely and correctly. Please read our refund and replacement policy before purchasing.

Damaged, Defective, or Incorrect Items

If your candle arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

To review your request, we may require:
- Your order number
- Clear photo or video evidence of the issue
- Photos of the product and packaging, if applicable

If your claim is approved, we may offer a replacement or refund, depending on the situation and supplier review.

Change of Mind / Scent Preference

Because candles are fragrance products and scent preference is personal, we do not offer refunds or replacements if you simply change your mind, dislike the scent, or no longer want the item.

Opened or Used Items

We do not accept returns or refunds for opened, used, or burned candles unless the item arrived damaged, defective, or incorrect.

Returns

In some cases, the supplier may require the product to be returned before a refund or replacement can be completed. If a return is required for an approved damaged, defective, or incorrect item, a return shipping label will be provided.

Lost or Missing Packages

If your tracking has not updated for 7 days, please contact us and we will review the shipment with our fulfillment partner.

If tracking shows “Delivered” but you did not receive the package, we may request proof of delivery from the shipping courier. If the courier confirms delivery, you may be asked to obtain a Non-Delivery Certification from your local post office before a replacement or refund can be reviewed.

Refund Processing

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Contact

To start a claim, contact us at: lumiereandco.business@gmail.com