Refund policy
Return and Refund Policy
At Lumiscent, we stand behind everything we sell. If something isn't right, we'll make it right.
1. 30-Day Returns
You may return eligible items within 30 days of receiving your order, subject to the conditions below.
Fragrance Oils
- Sealed and unopened oils may be returned within 30 days
- Opened or used oils are strictly non-returnable due to hygiene and safety regulations
- Discovery sets and sample oils are final sale and non-refundable
Diffusers
- Unused diffusers are eligible for change-of-mind returns within 30 days
- Used diffusers with no fault present are returnable but subject to cleaning and processing fees (see section 3)
- Faulty diffusers are covered under our 12-month warranty with no fees and no return postage cost to you
2. How to Start a Return
Email us at hello@lumiscent.co.uk with your order number, the item you're returning, and the reason. We'll confirm eligibility and send full instructions.
For warranty and fault-based returns we'll provide a prepaid return label at no cost to you. For change-of-mind returns, return postage is the customer's responsibility. If you'd prefer, we can arrange collection and deduct the cost from your refund.
All items must come back in original packaging, complete with accessories, components, and documentation. Returns received with missing parts or damaged packaging may incur additional charges.
3. Return Fees
The following apply per return, in addition to return postage costs where applicable:
- Unused, change-of-mind return: £10 restocking fee
- Used diffuser returned with no oils inside: £20 cleaning and refurbishment fee
- Used diffuser returned with oils remaining inside: £25 processing and cleaning fee
- Missing parts or incomplete packaging: up to £30 depending on replacement cost
- Faulty or warranty return: no fees, return postage fully covered
4. Exchanges
For exchanges due to a fault or to swap to a different model, email us at hello@lumiscent.co.uk and we'll arrange it for you directly.
5. 12-Month Warranty
All Lumiscent diffusers are covered by a 12-month warranty from the date of purchase.
Covered: Manufacturing defects, hardware faults, and malfunctions under normal everyday use.
Not covered: Accidental damage, misuse, unauthorised modification, or damage from liquid spills, drops, or electrical faults.
If your diffuser develops a fault after the 30-day return window but within the 12-month warranty period, email us with your order number and a description of the issue. We'll arrange a repair, replacement, or suitable alternative depending on availability.
6. Refunds
Once your return has been received and inspected we'll process your refund within 7–10 business days to your original payment method. Allow additional time for your bank to post the amount.
Original shipping costs are non-refundable on change-of-mind returns.
7. EU Customers — 14-Day Cooling Off Period
If your order is being delivered within the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason and without explanation. Items must be unused, in original condition, and in original packaging. Contact us at hello@lumiscent.co.uk to exercise this right.
8. Contact