Refund policy

RETURN AND REFUND POLICY

Last updated: 6 September 2026

This policy applies to purchases made directly from Lumiscent through our website. It explains your statutory rights and the separate, additional returns benefits that Lumiscent may offer.

Nothing in this policy limits any consumer rights that cannot lawfully be excluded.

1. UK statutory cancellation rights

If you are a UK consumer who purchases online, you normally have 14 days after receiving the goods to notify us clearly that you wish to cancel the contract.

After notifying us, you must return the goods within a further 14 days.

To cancel, email hello@lumiscenthome.com with:

Your name and order number;
The products being returned;
A clear statement that you are cancelling; and
The reason for the return, if you wish to provide one.

Merely refusing delivery, failing to collect a parcel or returning goods without contacting us does not necessarily constitute valid notice of cancellation.

You are responsible for the direct cost of returning change-of-mind purchases unless we expressly agree otherwise or the goods are faulty, damaged or incorrectly supplied.

If requested, we may arrange a return or collection and deduct the reasonable cost from your refund where legally permitted.

2. Condition of statutory cancellation returns

You may inspect goods as you reasonably would in a physical shop. You remain responsible for handling them carefully.

We may reduce your refund, potentially by the full reduction in value, where goods have been used, damaged, contaminated, altered or handled beyond what is reasonably necessary to establish their nature, characteristics and operation.

Examples include:

Running a diffuser for more than a brief functional inspection;
Filling a diffuser with oil;
Allowing fragrance oil to enter, mark or contaminate the diffuser;
Removing protective films unnecessarily;
Scratching, staining or damaging the product;
Returning incomplete goods;
Discarding or damaging components, manuals or accessories; or
Returning goods in packaging that does not adequately protect them.

Original packaging is not an absolute condition of your statutory cancellation right. However, its absence may cause a reduction in value or increase the likelihood of return damage, for which an appropriate deduction may be made.

You are responsible for packaging returned goods securely. We recommend using a tracked and insured service because the goods remain your responsibility until received by us.

3. Fragrance oils and sealed products

Opened or used fragrance oils cannot be accepted under our voluntary returns policy.

Where an oil or another product is supplied sealed and is genuinely unsuitable for return for health or hygiene reasons, your statutory cancellation right may cease once the seal is broken, where the applicable law permits this.

Where that exception does not apply, we may still reduce the refund to reflect any loss in value caused by opening, use, contamination or handling beyond what was reasonably necessary.

Discovery sets, samples, testers, personalised goods and clearance items are non-returnable under our voluntary returns policy. This does not remove any statutory remedy where an item is faulty, damaged or incorrectly described.

4. Lumiscent’s voluntary 30-day return policy

In addition to your statutory rights, Lumiscent offers a limited change-of-mind return period extending to 30 days after delivery.

This additional benefit applies only after the statutory cancellation period has expired and only where all the following conditions are met:

Lumiscent receives your return request within 30 days of delivery;
The product is unused, undamaged and in fully resaleable condition;
Fragrance oils remain unopened with their original seals intact;
Diffusers have not been filled, operated or connected to an oil bottle;
All accessories, manuals, inserts and components are included;
The product is returned in its original packaging; and
You provide valid proof of purchase from Lumiscent.

A £10 handling and restocking deduction per return applies to returns accepted solely under this voluntary policy. You are also responsible for return postage.

Used diffusers and opened oils are not eligible for voluntary change-of-mind returns after the statutory cancellation period.

This voluntary benefit is offered on the stated conditions and does not create any right to return products outside them. We may refuse a voluntary return that is late, incomplete, damaged, used or unsuitable for resale.

5. Faulty, damaged or incorrectly supplied goods

Please inspect your order promptly after delivery.

If goods arrive damaged, incomplete or incorrect, contact us as soon as reasonably possible at hello@lumiscenthome.com, quoting your order number and providing photographs where appropriate. Prompt notice helps us investigate the delivery and resolve the matter efficiently.

If a product is faulty or does not conform to the contract, you may have statutory rights to a repair, replacement, price reduction or refund, depending on the circumstances and how long you have owned it.

We may ask you to:

Describe the problem in reasonable detail;
Provide photographs or a short video;
Complete reasonable troubleshooting;
Provide proof of purchase;
Confirm the product’s serial or batch information; and
Return the product for inspection.

These requests do not remove your statutory rights.

Where a valid fault claim is confirmed, Lumiscent will pay reasonable return costs or provide an appropriate prepaid return method.

If an inspection reasonably establishes that there is no product fault and the issue was caused by misuse, accidental damage, incompatible oil, contamination or another excluded cause, we may decline the warranty claim and require payment of reasonable return or redelivery costs where permitted by law.

6. Lumiscent 12-month diffuser warranty

Lumiscent provides the original retail purchaser with a limited 12-month commercial warranty beginning on the delivery date.

This warranty covers manufacturing defects and hardware failures arising during normal domestic use.

It does not cover:

Accidental or cosmetic damage;
Normal wear and tear;
Misuse, neglect or improper storage;
Damage caused by spills, leaks or overfilling;
Use of unsuitable, undiluted or incompatible oils;
Failure to clean or maintain the diffuser properly;
Blockages, residue or contamination;
Unauthorised repairs, alterations or disassembly;
Electrical damage caused by unsuitable adapters, cables or power supplies;
Commercial, industrial or unusually intensive use unless agreed in writing;
Loss, theft or deliberate damage; or
Problems caused by circumstances outside the product itself.

Under this commercial warranty, Lumiscent may choose to repair the product, replace it with the same or a reasonably equivalent product, or provide another appropriate remedy. Replacement products may be new or professionally refurbished where lawful and reasonable.

This warranty is additional to your statutory rights. It does not replace or reduce them, and any statutory remedy or choice that the law gives you remains available.

7. Refunds

For a valid statutory cancellation, we will normally issue the refund within 14 days after:

We receive the returned goods; or
You provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

We may withhold the refund until one of those events occurs.

The refund will include the price paid and the cost of our least expensive standard delivery option. We do not have to refund the additional cost of an upgraded or premium delivery method chosen by you.

Return postage is not refunded for a change-of-mind return unless required by law or expressly agreed by Lumiscent.

Refunds are issued to the original payment method. Banks and payment providers may take additional time to display the funds.

Promotional, discounted and bundled products will be refunded only by reference to the amount actually paid and the value allocated to the returned products. If returning part of a bundle means the retained products no longer qualify for a discount, we may recalculate the order and deduct the resulting difference where the promotion’s terms allow it.

Gift cards and store credit are not redeemable for cash except where the law requires otherwise.

8. Exchanges

We do not guarantee direct exchanges for change-of-mind returns. We may instead ask you to return the original product and place a new order.

Any replacement is subject to availability. Price differences, delivery charges and return costs may apply unless the exchange concerns faulty, damaged or incorrectly supplied goods.

9. Failed, refused and uncollected deliveries

You are responsible for providing a complete and accurate delivery address and cooperating with reasonable delivery arrangements.

If an order is returned because it was refused, uncollected or could not be delivered due to information or circumstances for which you are responsible, we may charge or deduct reasonable return and redelivery costs where legally permitted.

This section does not remove any valid statutory cancellation right or our responsibility for goods lost or damaged before risk lawfully passes to you.

10. Misuse of the returns process

We may investigate and, where lawful, reject claims involving suspected fraud, fabricated damage, substituted products, excessive or abusive returns, deliberate misuse or products not purchased from Lumiscent.

We may suspend or restrict future orders where we reasonably consider this necessary to prevent fraud or abuse. This does not affect rights relating to orders already accepted.

11. EU and other international customers

Customers in the European Economic Area may have a statutory 14-day withdrawal right and legal conformity rights under the mandatory law applicable to them.

Customers in other countries may also have mandatory local rights. Where those rights provide greater protection than this policy, those mandatory rights will apply.