Refund policy

Shipping, Returns & Order Protection Policy

Last Updated: September 1, 2026

At Luxulent, every order is carefully prepared and packaged with care. Because our products are fragrance-based, consumable goods, we maintain a final-sale policy on candle purchases, with limited exceptions for items that arrive damaged, defective, unsafe, unusable, missing, or incorrectly fulfilled.

By placing an order through the Luxulent website, you acknowledge that you have read and agreed to this policy.

1. Final Sale Policy

All Luxulent candle purchases are final sale.

We do not accept returns, exchanges, or refunds for:

  • Change of mind

  • Unwanted purchases

  • Unwanted gifts

  • Personal preference

  • Fragrance preference or dislike of a scent

  • Incorrect scent selection made by the customer

  • Incorrect size or quantity selected by the customer

  • Failure to review the product description, scent description, dimensions, or other product information before purchasing

  • Products that have been opened, used, or burned

  • Products damaged after delivery due to misuse, improper storage, improper handling, accidents, or failure to follow product safety instructions

Because candles are consumable products, we cannot accept returns of products that have been opened, used, or burned.

This final-sale policy does not apply to qualifying orders that arrive damaged, defective, unsafe, unusable, missing, or incorrectly fulfilled, as described in this policy.

Nothing in this policy is intended to limit any consumer rights, warranties, or remedies that cannot legally be waived under applicable law.

2. Damaged Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, please contact Luxulent within 7 calendar days of the delivery date shown by the shipping carrier's tracking information. If circumstances prevent you from contacting us within this timeframe, please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • Your order number

  • The name used for the order

  • Clear photographs of the damaged product

  • Clear photographs of the shipping box and packaging

  • A brief description of the damage

Please retain the damaged product and original packaging until Luxulent has completed its review, if requested.

If the damage is confirmed, Luxulent will provide an appropriate resolution, which may include:

  • A replacement at no additional cost; or

  • A refund for the affected item.

If the identical item is unavailable, Luxulent may offer an appropriate alternative or refund for the affected item.

If a candle arrives with broken glass, significant physical damage, or another condition that makes the product unsafe or unusable, do not use or burn the product. Contact Luxulent as soon as possible.

3. Defective or Unsafe Products

If you believe your product arrived with a manufacturing defect or in a condition that makes it unsafe or unusable, please contact Luxulent within 7 calendar days of the delivery date shown by the shipping carrier's tracking information. If circumstances prevent you from contacting us within this timeframe, please contact us as soon as reasonably possible.

Please provide your order number, photographs, and a description of the issue.

Luxulent will review the claim and, when a qualifying defect or product issue is confirmed, will provide an appropriate resolution, which may include a replacement or refund for the affected product.

Damage resulting from misuse, improper storage, improper handling, improper candle burning, failure to follow candle safety instructions, accidents, or normal wear is not considered a manufacturing defect.

If you believe a candle may be unsafe to burn, discontinue use immediately and contact Luxulent.

4. Missing or Incorrect Items

If an item is missing from your order or you receive an item that does not match your order confirmation, please contact Luxulent within 7 calendar days of the delivery date shown by the shipping carrier's tracking information. If circumstances prevent you from contacting us within this timeframe, please contact us as soon as reasonably possible.

Please provide your order number and photographs of the items received and packaging, if requested.

If Luxulent confirms that an item was missing or incorrectly fulfilled, we will provide an appropriate correction, which may include:

  • Shipping the missing item

  • Shipping the correct item

  • Issuing a refund for the affected item

5. Order Cancellation

Because Luxulent orders may enter processing shortly after purchase, cancellation requests are not guaranteed.

If you need to cancel an order, contact Luxulent as soon as possible after placing your order.

If the order has already entered processing, preparation, or shipment, Luxulent may be unable to cancel it.

Once an order has shipped, cancellation through our standard cancellation process is no longer available.

Nothing in this section limits any cancellation or refund rights that may be required under applicable law.

6. Shipping & Delivery

Luxulent will provide applicable processing and shipping information at the time of purchase.

Shipping and delivery dates are estimates unless expressly stated otherwise.

Once an order has been transferred to the shipping carrier, delivery timing may be affected by circumstances outside Luxulent's reasonable control, including:

  • Carrier delays

  • Severe weather

  • Natural disasters

  • Transportation interruptions

  • Incorrect or incomplete shipping information

  • Other circumstances beyond Luxulent's reasonable control

Luxulent is not responsible for delays caused by an incorrect or incomplete shipping address provided by the customer.

If Luxulent cannot ship an order within the timeframe represented at the time of purchase, Luxulent will provide any notice, cancellation, delay, or refund options required by applicable law.

7. Lost or Stolen Packages

Luxulent is responsible for properly preparing and tendering your order to the shipping carrier.

Once tracking information confirms that a package was delivered to the shipping address provided at checkout, Luxulent is generally not responsible for packages that are subsequently lost, misplaced, or stolen after delivery, except where otherwise required by applicable law.

If your tracking information shows that your package was delivered but you cannot locate it, please:

  1. Check around the delivery location.

  2. Check with household members or neighbors.

  3. Review your tracking information.

  4. Contact the applicable shipping carrier.

  5. Contact Luxulent if additional assistance is needed.

Luxulent may assist with a carrier investigation when appropriate, but an investigation does not guarantee a replacement or refund.

8. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

Luxulent is not responsible for delays, returned packages, additional shipping charges, or delivery issues resulting from an incorrect or incomplete address provided by the customer.

If a package is returned to Luxulent because of an incorrect or incomplete address, the customer may be responsible for additional shipping costs required to resend the order.

9. Refused or Unclaimed Packages

If a package is refused or returned to Luxulent because the customer failed to accept delivery or provided an incorrect or incomplete shipping address, Luxulent may deduct applicable shipping or return-to-sender costs from any refund that may otherwise be available, to the extent permitted by applicable law.

10. Gifts, Promotions & Bundles

Gift purchases are subject to the same final-sale policy as all other Luxulent candle purchases.

A customer may not request a refund or exchange simply because a gift recipient does not want or prefer the product.

Promotional items, complimentary gifts, and bundle components do not create a separate right to a return or refund.

Qualifying damaged, defective, unsafe, unusable, missing, or incorrectly fulfilled items will be handled according to this policy.

11. Exchanges

Luxulent does not offer exchanges for changes in scent preference, change of mind, unwanted gifts, or other personal preferences.

If Luxulent sends an incorrect item or a qualifying product arrives damaged, defective, unsafe, or unusable, Luxulent will provide an appropriate resolution, which may include a replacement in accordance with this policy.

12. How to Submit a Claim

To report a damaged, defective, unsafe, missing, or incorrectly fulfilled order, please contact:

support@luxulent.net

Please include:

Order Number:
Name on Order:
Issue:
Photographs/Videos, if applicable:
Description of the Problem:

Please contact Luxulent within 7 calendar days of the delivery date shown by the shipping carrier's tracking information. If circumstances prevent you from contacting us within this timeframe, please contact us as soon as reasonably possible.

This timeframe does not limit any rights or remedies that may apply under applicable law.

Submitting a claim does not automatically guarantee a refund or replacement. Luxulent will review the information provided to determine whether the issue qualifies under this policy.

13. Claim Review & Documentation

To protect both Luxulent and our customers, we may request reasonable documentation necessary to investigate a claim.

This may include:

  • Photographs

  • Videos

  • Packaging information

  • Shipping information

  • Tracking information

  • Other information reasonably necessary to evaluate the issue

Customers should retain damaged products and packaging until Luxulent has completed its review, when requested.

Luxulent reserves the right to deny claims that are determined in good faith to be fraudulent, materially inaccurate, abusive, duplicative, or outside the scope of this policy, subject to applicable law.

14. Refunds

When a refund is approved, it will generally be issued to the original payment method used for the purchase.

Once Luxulent processes the refund, the time it takes for the funds to appear in your account may depend on your bank, credit card company, payment provider, or other financial institution.

Where a refund is required by applicable law, Luxulent will provide the refund within the timeframe required by law.

15. Consumer Rights

This policy describes Luxulent's standard return, refund, shipping, and order-protection procedures.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right, warranty, remedy, or protection that cannot legally be excluded, restricted, or waived under applicable federal, state, or local law.

If any provision of this policy is determined to be unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

16. Policy Changes

Luxulent reserves the right to update or modify this policy from time to time.

The version of this policy in effect at the time an order is placed will generally apply to that order, except where applicable law requires otherwise.

17. Contact Us

For questions regarding this policy, your order, shipping, damaged products, or product concerns, please contact:

Luxulent
Email: support@luxulent.net

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