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Returns and refunds

How to return a product, deadlines and refunds at Luz & Wick.

1. Introduction

At Luz & Wick, every candle and every fragrance product is handmade with care and attention to detail. We want our customers to have a positive experience. This policy explains the conditions that apply to returns, refunds and damaged or non-conforming products, without prejudice to the rights granted to consumers by law.

2. Right of withdrawal

For distance purchases made through our website, the consumer generally has the right to withdraw from the contract within 14 days, without giving any reason.

The period starts on the day the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the products.

To exercise this right, the consumer must inform Luz & Wick of their decision before the end of the legal period, using the contacts listed in this policy.

3. Return conditions

When exercising the right of withdrawal, the consumer may handle the products as far as necessary to establish their nature, characteristics and functioning.

The consumer may be liable for any diminished value of the products resulting from handling beyond what is necessary for that purpose, under the applicable law.

Whenever possible, we recommend returning the products in their original packaging, with all accessories and items received. The absence of the original packaging does not, in itself, remove the legal right of withdrawal.

For safety and hygiene reasons, we recommend not using candles and fragrance products before a final decision has been made to keep them.

4. How to request a return

To start a return, the customer should:

The notice must be sent within the applicable legal period. The customer may use any unequivocal statement setting out their decision to withdraw from the contract.

5. Return costs

When the right of withdrawal is exercised, the direct cost of returning the products is borne by the customer, provided the customer was informed of this condition in advance.

This rule does not apply when the return results from an error by Luz & Wick or from a lack of conformity of the product; in those cases the consumer's legal rights will be respected.

6. Refunds

If the right of withdrawal is validly exercised, Luz & Wick will refund the payments received, including the cost of standard delivery where applicable, in accordance with the law in force.

The refund will be made using the same means of payment used for the purchase, unless expressly agreed otherwise and provided the consumer does not incur any additional costs.

The refund will generally be made within a maximum of 14 days from the date Luz & Wick is informed of the decision to withdraw from the contract.

Where permitted by law, Luz & Wick may withhold the refund until the returned products are received or until the consumer provides proof of having sent them, whichever comes first.

7. Damaged, defective or non-conforming products

If the customer receives a damaged, defective product or one different from what was ordered, they should contact Luz & Wick by email at [email protected], stating the order number and, if possible, attaching photos that show the situation.

We recommend getting in touch as soon as possible to make it easier to assess and resolve the problem.

Not reporting within 48 hours does not mean losing the consumer's legal rights.

In the event of a lack of conformity, the remedies provided for by Portuguese law will apply, including, depending on the circumstances and legal requirements, repair, replacement, price reduction or termination of the contract.

Where the law requires the costs of collection, transport, repair or replacement to be borne by the seller, these costs will not be charged to the consumer.

8. Personalised and made-to-order products

The right of withdrawal may not apply to products made to the consumer's specifications or clearly personalised, in the cases provided for by law.

This exception may cover, for example, candles personalised with names, messages or specific elements chosen by the customer, when the legal requirements are met.

The exception does not automatically apply to all handmade or made-to-order products and does not remove the consumer's legal rights in the event of a lack of conformity.

9. Order cancellation

A customer who wishes to cancel an order before it is shipped should contact Luz & Wick as soon as possible, using the email given in this policy.

If the order has not yet been shipped, we will try to cancel it and refund the amounts paid, as applicable.

If the order has already been shipped or delivered, the customer keeps the rights granted by the applicable law, including, where applicable, the right of withdrawal.

10. Legal guarantee

Products sold by Luz & Wick are covered by consumers' legal rights regarding the conformity of goods, under the Portuguese law in force.

For movable goods, the legal period of liability for lack of conformity is generally three years from delivery of the product.

This policy does not limit or replace the rights granted to consumers by law.

11. Contacts

For questions about returns, refunds, orders or non-conforming products, you can contact us through:

This policy is applied in accordance with Portuguese and European consumer protection law.