Refund policy
CASA DA LUZ – REFUND POLICY
OVERVIEW
At Casa da Luz, every product is handcrafted in small batches using artisanal processes and carefully selected materials. Due to the handmade nature of our products, slight variations in colour, texture, finish, scent perception, wax appearance, or vessel detailing may naturally occur and are not considered defects.
We accept returns only under the conditions outlined below.
Our return policy lasts 30 days from the date your order is marked as delivered. After 30 days, we unfortunately cannot offer a refund, exchange, or store credit.
ELIGIBILITY FOR RETURNS
To be eligible for a return:
• the item must be completely unused
• the item must remain unopened and sealed where applicable
• the item must be in original condition
• the item must be in original packaging
• the item must not show signs of burning, melting, use, wear, scent exposure, or damage
• proof of purchase must be provided
• the return request must be submitted within 30 days of delivery
Returns must be approved by Casa da Luz before being sent back.
Items returned without prior approval will not be accepted.
To request a return, please contact:
HANDMADE PRODUCT DISCLAIMER
Due to the handmade nature of Casa da Luz products, the following are not considered faults or defects:
• minor colour variation between batches
• slight surface texture variation
• small air bubbles in Jesmonite or eco-resin vessels
• variation in scent perception
• natural variation in wax appearance or finish
• natural frosting in plant-based waxes
• wet spots or uneven wax tops
• slight variation in weight within acceptable tolerance
• slight differences between website imagery and the received product
• minor variation in burn behaviour when proper candle care instructions are not followed
Each Casa da Luz piece is individually crafted and therefore unique.
NON-RETURNABLE ITEMS
Due to hygiene, safety, and the handcrafted nature of our products, we only accept returns for items that are completely unused, unopened, and in their original sealed packaging.
We do not accept returns, refunds, or exchanges for:
• opened candles
• opened refills
• opened diffusers
• products with broken seals or opened packaging
• burned or used candles
• partially used products
• personalised or custom-made items
• seasonal or limited edition collections
• promotional, discounted, or sale items
• gift cards
• products damaged due to misuse or incorrect handling
• scent preference or subjective fragrance expectations
• products altered or modified by the customer
• products not purchased directly from Casa da Luz
Once a fragrance product has been opened or used, it cannot be returned for hygiene, safety, and quality assurance reasons.
REFILL PRODUCTS
Casa da Luz refills must not be used before requesting a return.
Once a refill has been inserted, burned, handled excessively, or altered in any way, it cannot be returned.
We are not responsible for damage caused by:
• incorrect refill placement
• forcing a refill into a container
• removing a refill incorrectly
• placing refills into non Casa da Luz vessels
• using third-party refills in Casa da Luz vessels
• misuse, overheating, or improper candle care
DAMAGES & ISSUES
Please inspect your order carefully upon arrival.
You must contact us within 48 hours of delivery if:
• the item arrives damaged
• the incorrect item was received
• there is a manufacturing fault
Please include:
• your order number
• photographs of the product
• photographs of the packaging
• a description of the issue
Damage reported outside of this timeframe may not qualify for a refund or replacement.
Damage caused after delivery through misuse, improper storage, accidental damage, or failure to follow candle care instructions is not considered a manufacturing fault.
LOST OR DELAYED PARCELS
Once an order has been dispatched, responsibility for delivery transfers to the courier service.
Casa da Luz is not responsible for delays caused by courier networks, customs processing, weather conditions, strikes, failed delivery attempts, or incorrect shipping information provided at checkout.
If your parcel appears lost, please contact us and we will do our best to assist with the courier investigation process.
Claims for lost parcels may require a waiting period in accordance with courier policies before refunds or replacements can be considered.
EXCHANGES
We only replace items if they are confirmed to be defective or damaged upon arrival.
If approved, replacement instructions will be provided.
The fastest way to receive an alternative product is to place a new order separately.
EU 14 DAY COOLING OFF PERIOD
For orders shipped to the European Union, customers may have the right to cancel or return their order within 14 days of receiving it under applicable consumer protection laws.
To qualify:
• the item must remain unused
• the item must remain unopened and sealed
• the item must be in original packaging
• the item must not have been burned, opened, or used
• proof of purchase must be provided
Customers are responsible for return shipping costs unless the item is faulty.
Please note that personalised items, seasonal collections, promotional products, and opened fragrance products remain non-returnable.
REFUNDS
Once your return is received and inspected, we will notify you of the outcome.
If approved:
• refunds are issued to the original payment method
• refunds may take up to 10 business days to process
• original shipping fees are non-refundable
We reserve the right to partially refund or refuse refunds where returned items are not in original condition or do not meet policy requirements.
RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
We strongly recommend using a tracked shipping service, as Casa da Luz is not responsible for lost return parcels.
RIGHT TO REFUSE RETURNS OR SERVICE
Casa da Luz reserves the right to refuse returns, refunds, exchanges, or future orders where fraudulent activity, policy abuse, excessive return behaviour, suspicious claims, or inappropriate conduct is suspected.