Legal

Returns & Refunds Policy

Last updated:

Who this policy applies to

This policy applies when you buy from , a trading name of , based in . We sell handmade carved candles from our standard website collection. Custom-made candles (for example baby shower or christening gifts) are available by enquiry — price, timing, and terms are agreed in writing by email before payment and making.

Your legal rights (UK consumers)

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where the law gives you greater rights than this policy, the law applies.

This policy explains how we handle returns and refunds in practice and sets out additional conditions that apply to our fragile products.

Handmade & fragile products

• Each candle is handmade. Minor differences in colour, carving, and finish are normal and are not a defect.
• Candles are fragile. They must be packed, handled, and stored with care.
• Product photos are representative. Your candle may vary slightly from images.
• Candles are intended to be burned and enjoyed. Follow all safety warnings on the product and packaging. Never leave a burning candle unattended.

1. Changed your mind (14-day cancellation)

When you buy online, you may have the right to cancel within 14 days of receiving your order, without giving a reason, under the Consumer Contracts Regulations 2013.

Two deadlines apply. First, you must tell us you wish to cancel within 14 days of receiving your order. Second, once you have cancelled, you have a further 14 days to send the candle back — that period starts from the moment you email us to cancel, not from the delivery date.

Conditions for change-of-mind returns:

• You must email lumacarve@gmail.com within 14 days of receiving the goods with your Stripe receipt reference from your payment confirmation email, full name, email address, and a clear statement that you wish to cancel.
• After you cancel, you must post the candle back within 14 days of that email (keep proof of postage).
• The candle must be unused, unburned, and in the same resaleable condition as when you received it.
• You pay return postage for change-of-mind returns unless we agree otherwise in writing.
• Pack returns carefully. We are not responsible for damage caused during your return shipment.

Non-resaleable returns: If the candle has been burned, used, damaged by you, poorly repackaged, or handled beyond what is needed to inspect it, we may refuse a refund or deduct a fair amount from your refund to reflect the loss in value. We may ask for photos or other evidence before approving a return.

Damage on the way back to us: For change-of-mind returns, you are responsible for return packing and postage. If the candle arrives damaged because of poor packing or damage during return transit, we may refuse or reduce the refund if it is not resaleable.

After these deadlines: We do not accept change-of-mind returns or refunds if you cancel more than 14 days after delivery, or if you have not sent the candle back within 14 days of your cancellation email.

Refunds for valid change-of-mind cancellations are made to the original payment method within 14 days of us receiving the returned item or proof you sent it back, whichever is sooner.

2. Damaged in the post (delivery damage)

If your order arrives damaged because of transit (for example a crushed box or broken candle visible when you open the parcel), you must contact us within 24 hours of delivery.

Claims made after 24 hours for delivery damage may be declined, unless we agree otherwise in writing.

What you must send us:

• Your Stripe receipt reference from your payment confirmation email, full name, email address, and date of delivery.
• Clear photos of: the outer packaging, the inner packaging, and the damage to the candle.
• A short unboxing video is strongly preferred, showing the sealed parcel, the label, the box condition, and the candle still in bubble wrap before full removal.
• If you cannot send a video, clear photos may be accepted at our discretion.
• Do not burn or use the candle if you are reporting delivery damage.

If we agree the item was damaged in transit, we will offer a replacement or refund as appropriate. We may ask you to return the item or provide further evidence. We will usually cover return postage for approved delivery-damage claims.

We may decline claims where packaging shows no transit damage, where damage is inconsistent with delivery, or where the candle has been used or burned.

3. Faulty products (for example will not stay lit)

If you believe your candle is faulty (not of satisfactory quality, not as described, or not fit for purpose), contact us as soon as you discover the problem with your Stripe receipt reference from your payment confirmation email, full name, and email address.

What you must do:

• Contact us promptly — do not wait weeks after first use.
• Send photos or a short video showing the fault (for example attempting to light the wick).
• Do not burn or use the candle further until we have reviewed your claim. If you believe it is unsafe, stop using it immediately and contact us.

If the candle is fully burned or mostly used: We may be unable to inspect the product and may decline a refund or replacement unless you showed the fault clearly when you first discovered it (for example a video when first lit).

If we agree the product is faulty, your legal rights may include a repair, replacement, or refund. We may offer a replacement first. We will usually cover return postage for approved faulty-product claims where a return is required.

4. Returns process (all types)

1. Contact us first at lumacarve@gmail.com — do not send items back without our approval and return instructions.
2. Tell us the reason (change of mind, delivery damage, or fault) and send any required photos or video.
3. We will confirm whether your return is approved and provide the return address if needed.
4. Pack the candle securely with adequate bubble wrap and a rigid box. We are not liable for damage during return transit due to poor packing.
5. Keep proof of postage and tracking where available.

Unsolicited or late returns: If you send goods back without our approval or outside the time limits in this policy, we are not obliged to accept the return or issue a refund; we may return the parcel to you at your cost.

5. Refunds

• Approved refunds are made to the original payment method used at checkout (processed via Stripe), unless we agree otherwise in writing.
• We cannot refund fees charged by your bank or card provider.
• We may withhold a refund until we receive and inspect returned goods, or until you provide required evidence.
• If a return is required and you do not send the item back as agreed, we may decline or reduce the refund.

6. Chargebacks and disputes

If you have a problem with your order, contact us first so we can try to resolve it. If you raise a payment dispute or chargeback without contacting us, we may submit evidence of delivery, this policy, and our communications to the payment provider.

7. Contact

Email: lumacarve@gmail.com
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This policy is designed to be clear and fair while reflecting the fragile nature of our products. It is not legal advice. For business compliance questions, contact Trading Standards or a qualified adviser.