Returns form

You have 14 days from receiving the parcel to change your mind. Without explaining why.

Fill in the form below and send it. That's all. You don't need the invoice, a bank account or our approval to send it — your request is registered the moment you press the button, and you receive confirmation by email with the date and time you sent it.

We'll sort out the rest afterwards.

What happens next

1. You receive the confirmation by email, with the date and time of the request. That is your proof — keep it.
2. We reply with the address to send the parcel to and ask for your bank account for the refund, if you haven't given it to us already.
3. You send the products back within 14 days of the request. You bear the cost of return shipping, in accordance with the law.
4. We refund your money within 14 days of the request at the latest — but not before we receive the products or proof that you have shipped them.

You can return just part of the order

You don't have to send everything back. Under “Returned product” choose only what you want to return.

The reason is optional

You don't have to tell us why you're returning. The law doesn't require it and neither do we.

But if you write a line, you help us. When someone tells us “the wax cracked as it cooled” or “the wick was too thin for the diameter”, it goes back into the product sheet and into what we recommend to others. We've learned everything we know from failed batches — including yours.

What can't be returned

Personalised products — candles written with your name and date, made to your order. They are made for you and can't go to anyone else. This is set out in law (art. 16, Emergency Ordinance 34/2014 / Directive 2011/83/EU), not a rule of ours.

If the product arrived damaged

That's not a return, it's something else. Call +40 726 162 810 or write to office@lumanariservus.ro and we'll sort it out. The 14-day period doesn't apply and you don't pay for shipping. See the Nu-i Bai Guarantee.
 

The full deadlines, exceptions and liability for the product's condition are in the Returns Policy.