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This Refund & Return Policy governs the conditions under which products purchased from Elume Studios (“we”, “our”, “us”) may be returned, replaced, or refunded. By placing an order on our website, you agree to the terms outlined in this policy.

1. General Policy Overview

We take great care in packaging and delivering our candles to ensure they reach customers in good condition. Due to the nature of candles and related products, all return and refund requests are subject to strict quality, safety, and hygiene checks.

Refunds, returns, and replacements are handled only in accordance with the terms stated below.

2. Eligibility for Returns & Refunds

Returns or refunds will be considered only under the following circumstances:

  • The product delivered is damaged during transit

  • The product delivered is defective or unusable

  • An incorrect product has been delivered

  • The product is missing items that were part of the original order

All requests must be raised within [1] days of delivery. Requests submitted after this period will not be accepted.

3. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Used, burned, or partially used candles

  • Products damaged due to improper handling or storage after delivery

  • Items returned without original packaging, labels, or accessories

  • Products purchased during clearance sales, special promotions, or discount campaigns (unless damaged or incorrect)

  • Subscription box items once delivered

4. Return Request Process

To initiate a return or refund request, customers must:

  1. Contact our customer support through email, phone, or the website contact page

  2. Provide the order number and reason for the return

  3. Share clear photographic or video evidence of the issue (mandatory for damaged or defective items)

All requests are subject to verification and approval by our quality control team.

5. Inspection & Approval

Once a return request is approved, the product may be required to be shipped back to us. Returned items will be inspected upon receipt to verify the issue reported.

If the product does not meet the return eligibility criteria after inspection, the request may be rejected and the product returned to the customer at their expense.

6. Refund Method & Timeline

 

  • We have no-refundable policy, we only do replacement in case of damaged product or wrong item ship.

 

7. Replacement Policy

In cases where replacement is approved, we will ship a replacement product at no additional cost.

If the replacement product is unavailable, a refund or store credit may be issued at our discretion.

8. Cancellations

Orders can be cancelled only before they are processed or shipped. Once an order has been dispatched, it cannot be cancelled.

Subscription cancellations will apply only to future billing cycles and will not affect orders already processed.

9. Damaged Packages on Delivery

If a package appears visibly damaged at the time of delivery, customers are advised to refuse delivery and inform us immediately.

If delivery is accepted, any damage must be reported within 24 hours of delivery along with photographic evidence.

10. Store Credits (If Applicable)

In certain cases, refunds may be issued in the form of store credits. Store credits are non-transferable, non-redeemable for cash, and must be used within the validity period specified.

11. Force Majeure

We shall not be liable for refunds or returns delayed or impacted due to circumstances beyond our control, including but not limited to natural disasters, strikes, courier delays, or government restrictions.

12. Policy Modifications

We reserve the right to modify or update this Refund & Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on the website.

Continued use of the website after policy updates constitutes acceptance of the revised policy.