Refund policy
RETURNS & REFUNDS POLICY
At LULUMI, every candle is handmade with care and carefully packed before it begins its journey to you. ♡
Because our products are handmade and some are made to order, please read this Returns & Refunds Policy carefully before placing your order.
1. HANDMADE PRODUCTS
Each LULUMI candle is handmade individually. Slight variations in colour, texture, shape, size and finish may occur.
These natural variations are part of the handmade character of our products and are not considered defects.
No two handmade candles will look exactly the same, and these small differences are part of what makes each piece unique.
2. DAMAGED ORDERS
We carefully pack every order to help protect your candle during transit. However, damage may occasionally occur during shipping.
We strongly recommend recording a continuous unboxing video when opening your parcel.
The unboxing video should clearly show:
• The unopened parcel
• The condition of the outer packaging
• The shipping label
• The process of opening and unpacking the parcel
• The condition of the product when first removed from the packaging
An unboxing video helps us verify the condition of the parcel and product upon delivery and may be requested as supporting evidence when reviewing a damage claim.
If your order arrives damaged, please contact us within 48 hours of delivery.
Please provide:
• Order number
• Clear unboxing video
• Clear photos of the damaged product
• Clear photos of the outer packaging and shipping box
• Photos showing any visible damage to the packaging
Please keep the original product, packaging and shipping materials until your case has been reviewed and resolved.
We will review the information provided and determine the appropriate solution on a case-by-case basis.
3. WRONG OR MISSING ITEMS
If you receive an incorrect item or an item is missing from your order, please contact us within 48 hours of delivery.
Please provide:
• Order number
• Clear photos of the items received
• Photos or video showing the package and its contents
We will review the issue and assist with an appropriate solution.
4. CHANGE OF MIND & UNWANTED ORDERS
Returns or refunds are not generally available simply because a customer changes their mind or does not like the product after receiving it.
This includes:
• Not liking the fragrance
• Not liking the colour
• Not liking the appearance or design
• No longer wanting the product
• Selecting the wrong fragrance
• Selecting the wrong style or option
• Purchasing by mistake
Please carefully review the selected product, fragrance, quantity and options before completing your order.
5. CUSTOM-MADE ORDERS
Custom-made candles are created according to the customer's requirements.
Once production has started, custom-made orders cannot generally be cancelled, returned or refunded due to a change of mind.
This includes changes to:
• Design
• Colour
• Fragrance
• Toppings
• Personalisation
• Other custom specifications
If a custom-made order arrives damaged or there is an issue caused by us, please contact us and we will review the situation.
6. REFUSED, UNCOLLECTED OR UNDELIVERABLE PARCELS
Customers are responsible for providing a complete and accurate delivery address and for receiving or collecting their orders.
Orders returned because a customer:
• Refuses delivery
• Does not collect the parcel
• Is unavailable to receive the parcel
• Provides an incorrect or incomplete address
• Fails to respond to delivery attempts
are not automatically eligible for a refund.
If a parcel is returned to us, additional shipping, return-to-sender or redelivery costs may apply and may be deducted from any approved refund where applicable.
If the customer requests that the parcel be resent, additional shipping charges may apply.
For custom-made products, we may not be able to provide a refund once production has started.
7. PRODUCTS DAMAGED AFTER DELIVERY
LULUMI.co is not responsible for damage caused after delivery due to improper handling, storage, burning, excessive heat, direct sunlight, moisture or other conditions outside our control.
Please follow our Candle Care and safety instructions when handling and burning our candles.
8. NON-REFUNDABLE SITUATIONS
Unless otherwise required by applicable law, refunds or returns are generally not available for:
• Change of mind
• Not liking the fragrance, colour or design
• Incorrect fragrance or option selected by the customer
• Custom-made orders after production has started
• Normal handmade variations
• Burned, used or altered products
• Damage caused by improper handling or storage after delivery
• Refused or uncollected parcels
• Parcels returned because of an incorrect or incomplete customer address
This policy does not affect any rights or protections that customers may have under applicable consumer protection laws.
9. REFUNDS
If a refund is approved, it will generally be processed to the original payment method used for the order.
Refund processing times may vary depending on the payment provider or bank.
Refunds will only be processed after the relevant case has been reviewed and approved.
Where applicable, shipping, return-to-sender or redelivery costs may be deducted from the approved refund.
10. CONTACT US
If you have any questions regarding returns, refunds or damaged orders, please contact us:
MAGIC TOY MART
202403245972 (003647922-W)
B-06-02, Streetmall One South,
Jalan OS, Seksyen 6,
Taman Serdang Perdana,
43300 Seri Kembangan,
Selangor, Malaysia
Email: hello@lulumi.co
Phone: +60 17-713 9181
LULUMI.co is a brand operated by MAGIC TOY MART.
Thank you for supporting our little handmade studio. ♡