Return Policy
Last Updated September 22, 2026
We want your order from Lorene’s Luxury Candles to arrive as expected. This policy explains when a product may be returned, how damage claims are handled, and when refunds are issued.
Return Window
For an eligible standard product, email luxurycandledesigns@gmail.com within 14 calendar days after delivery to request a return. If approved, the return must be shipped within 7 calendar days after authorization. Returns sent without approval may be refused.
Return Eligibility
To qualify for a standard return, the product must be unused, unburned, unaltered, and in its original condition and packaging. All accessories, labels, decorative components, and gift packaging included with the item must be returned. Proof of purchase and the order number are required.
We may reduce or deny a refund if an item shows use, burning, damage, modification, missing parts, odor contamination, improper packaging, or other handling beyond what is reasonably necessary to inspect the product.
How to Start a Return
- Email luxurycandledesigns@gmail.com with the order number and reason for the request
- Wait for written approval and return instructions before shipping anything
- Pack the approved item securely, preferably using the original protective packaging
- Use a trackable shipping service and keep the receipt until the return is complete
The return address will be provided with the authorization. Do not send returns to an address found on a shipping label without approval.
Nonreturnable Items
- Custom, personalized, specially commissioned, or made-to-order products
- Candles that have been burned, used, altered, damaged after delivery, or removed from required protective packaging
- Final-sale, clearance, or promotional items identified as nonreturnable
- Gift cards and other nonphysical credit products
- Items returned after the applicable deadline or without authorization
A nonreturnable item may still qualify for a remedy if it arrived damaged, defective, incorrect, or materially different from approved custom specifications.
Damaged Defective or Incorrect Items
Report a damaged, defective, or incorrect item within 48 hours of delivery by emailing luxurycandledesigns@gmail.com. Include the order number, a description, and clear photographs of the product, packaging, shipping box, and shipping label.
Keep the item and all packaging while we review the claim. If approved, we may provide a replacement, repair where appropriate, store credit, refund, prepaid return label, or another lawful remedy. We may be unable to approve a shipping-damage claim without the requested photographs and packaging.
Handmade Appearance and Fragrance
Slight color, texture, frosting, crystal-placement, finish, and fragrance variations are normal in handcrafted soy-wax products and are not defects. Fragrance perception is subjective. If you simply prefer a different scent or appearance, the standard return rules apply if the product is otherwise eligible.
Return Shipping
For an approved change-of-mind return, the customer is responsible for return shipping and the risk of loss until the package reaches us. Original shipping charges are not refundable. If we confirm that an item was damaged, defective, or incorrect, we will provide the applicable return or replacement instructions and cover reasonable return shipping when required.
Refunds
After an eligible return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method, normally within 7 business days after inspection. Your bank or payment provider may need additional time to post the credit.
Refunds cover the approved product amount and applicable tax. Original shipping, expedited charges, gift wrapping, and other completed services are not refundable unless the return resulted from our error or applicable law requires otherwise.
Exchanges
We do not guarantee direct exchanges because many products are handmade and availability changes. The fastest option is usually to return an eligible item and place a new order after the return is approved. If we offer a direct replacement, any price difference and shipping terms will be confirmed before processing.
Order Cancellations
To request cancellation, email luxurycandledesigns@gmail.com within 24 hours after ordering. We will try to help, but cancellation is not guaranteed once materials are committed, custom production begins, or the order enters fulfillment or ships. An order that cannot be canceled is subject to the normal return rules.
Gifts
Refunds are issued to the original payment method used by the purchaser. If an item was a gift, contact us with the order information so we can explain available options without disclosing the purchaser’s private payment information.
Abuse and Fraud Prevention
We may limit or refuse returns that show signs of fraud, abuse, repeated policy misuse, altered products, or false damage claims. This does not limit rights that cannot be waived under applicable law.
Changes and Contact
We may update this policy by posting a revised version with a new Last Updated date. Questions and return requests may be sent to luxurycandledesigns@gmail.com.