RETURNS & EXCHANGES
All LUHO products purchased in-person at our local markets or events are final sale. We will not accept exchanges, returns, or refunds on these products.
All LUHO products purchased from one of our stockists/retailers are subject to their return and exchange policies.
We will not accept exchanges, returns, or refunds for LUHO products that are not purchased from us directly or from www.luhocandleco.ca.
EXCHANGES, RETURNS, AND REFUNDS
- We gladly accept exchanges or returns on new and unlit full-priced or promotionally discounted candles within 14 days of purchase.
- Limited edition, clearance and sale candles (more than 15% off) are final sale and not eligible for exchanges, returns or refunds.
- To be eligible for an exchange or return, please ensure the candle is unused and in its original condition with no signs of damage.
- To begin the exchange or return process, please contact us at email@example.com within 14 days of purchase. Items sent back to us without first requesting an exchange or return will not be accepted.
- If your request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
- If you chose Local Delivery or Pick-up at checkout, you can bring your item(s) to our Pick-up location for an exchange or return. Local Delivery fees will not be refunded.
- We will notify you once we’ve received and inspected your return, and let you know if the exchange or refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note: Refunds will only cover the cost of the item returned and do not include shipping or local delivery fees. As a growing small business, we are not currently able to cover exchange or return shipping costs. Thank you for your understanding.
If you have questions or concerns about your specific item, please contact us at firstname.lastname@example.org.
EXCEPTIONS AND NON-RETURNABLE ITEMS
- Due to the nature of our products, used candles cannot be exchanged, returned or refunded.
- Unfortunately, we also cannot accept exchanges, returns or refunds on clearance/sale items, gift cards, limited edition/collaboration items, or any item that is older than 30 days since date of purchase.
DAMAGES AND OTHER ISSUES
- Please inspect your package upon reception. Any damaged and/or lost packages need to be filed with the shipping carrier as we have no control over what happens during shipments.
- We package each candle with care, either using tissue paper, packing peanuts, bubble wrap or a combination of all of these materials. However, if you received a defective, damaged or wrong item inside your package, please contact us within 48 hours of arrival at email@example.com, so that we can evaluate the issue and make it right.
- Photographic proof of damage and receipt or proof of purchase will be required.
Please note: Due to the soft, creamy nature of coconut-apricot wax, there is a possibility that some minor melting may occur while your shipment is in transit during the summer time or if its being shipped to a hot-weather location. This is normal and does not change the quality of your candle. If the entire candle melted and leaked, please let us know, following the process mentioned above.