Cancellation policy
Purchase Options & Cancellation Policy
At Casa da Luz, every piece is thoughtfully prepared in small batches with intention and care. Some products may be available through subscription, pre-order, or limited early access models. The information below explains how these purchase options work and how cancellations are handled.
Subscriptions
Certain Casa da Luz products may be offered as recurring subscriptions, such as candle refill deliveries or seasonal collections.
By purchasing a subscription, you agree to receive repeat deliveries based on the frequency selected at checkout. Your payment method will be securely stored and automatically charged before each scheduled dispatch.
You may pause, modify, or cancel your subscription at any time before your next billing date through the link provided in your order confirmation email.
Please note:
• Subscription orders that have already been processed or dispatched cannot be cancelled
• Limited edition or seasonal subscription products may not be available again once sold out
• Prices, scents, and subscription benefits may occasionally change, but any changes will be communicated in advance
For information regarding returns, damaged items, or refunds, please refer to our Returns Policy.
Pre-Orders
Some Casa da Luz pieces are released as pre-orders due to the handcrafted nature of our production process.
When purchasing a pre-order item, you are reserving a product before it becomes available for immediate dispatch. In some cases, we may charge the full amount at checkout. In others, we may collect a partial deposit and charge the remaining balance closer to shipment.
Estimated dispatch windows will always be communicated on the product page, however please note that slight delays may occasionally occur due to the handmade nature of our products and production timelines.
You may cancel a pre-order before it has been fulfilled for a full refund.
Once a pre-order has been dispatched, it will fall under our standard Returns Policy and can no longer be cancelled directly.
Please note:
• Handmade variations are part of the character of Casa da Luz products and are not considered faults
• Launch collections and limited releases are produced in controlled quantities and may sell out during the pre-order period
Try Before You Buy
From time to time, Casa da Luz may offer selected products under a “Try Before You Buy” model.
If applicable, your payment method will be authorised before dispatch but you will only be charged once the trial period has ended, unless the item is returned within the stated timeframe.
Returned items must be unused, in their original condition, and returned in original packaging.
Casa da Luz reserves the right to refuse returns that show signs of use, damage, excessive wear, or missing components.
General Cancellation Information
We understand that sometimes plans change, and we always aim to approach cancellations fairly and respectfully.
However, due to the handcrafted and small-batch nature of our products:
• Orders cannot be cancelled once they have been processed or dispatched
• Custom, personalised, or made-to-order items are non-cancellable and non-refundable unless faulty
• We reserve the right to cancel and refund any order in exceptional circumstances, including stock issues, payment verification concerns, or unforeseen production limitations
If you have any questions regarding your order, please contact us at the email listed on our website (hello@casadaluz.co.uk) and we will always do our best to help.