Refund policy
Every Lumière Roots candle is handpoured in small batches using pure, farm-sourced Himalayan beeswax — which means no two candles are ever perfectly identical, and we take real care to get each one right before it reaches you. Here's how we handle things if something isn't right.
1. Damaged or Defective Items
If your candle arrives damaged, cracked, or defective, we'll make it right — no questions asked.
- Reach out within 48 hours of delivery at hello@lumiereroots.com with your order number and a photo of the issue.
- We'll offer a free replacement or a full refund, your choice.
- Replacements are shipped out within 2–3 business days of approval.
2. Because Our Candles Are Handmade
Since every candle is handpoured and the raw beeswax varies naturally by season and hive, small variations in colour, texture, or scent throw are part of what makes it real — not a defect. These aren't eligible for return.
Due to the nature of wax as a product, we're unable to accept returns or exchanges on candles that have been lit, used, or altered in any way, for hygiene and safety reasons.
3. Change of Mind
We currently do not offer returns for change of mind on opened or used products. If your candle is still unopened, unused, and in its original packaging, you may request a return within 7 days of delivery — return shipping costs are the customer's responsibility, and a nominal restocking fee may apply.
4. Wrong Item Received
If we shipped you the wrong product, let us know within 48 hours of delivery and we'll cover return shipping and send the correct item right away, free of charge.
5. Cancellations
Orders can be cancelled for a full refund only before they've shipped. Once your candle is on its way to you, it can no longer be cancelled.
6. Refund Timelines
Approved refunds are processed within 5–7 business days back to your original payment method. You'll receive a confirmation email once it's done.
7. How to Reach Us
For anything refund or return related, email us at hello@lumiereroots.com with your order number — we personally read and respond to every message.
This policy is separate from our Shipping Policy. Please review both before placing your order.