Returns Policy

You have 14 days to change your mind

If you are a private individual and bought from lumanariservus.ro, you have 14 calendar days from receiving the parcel to withdraw from the contract. Without explaining why and without asking permission.

This right belongs to consumers. If you bought as a business, with an invoice to a company, the law doesn't give it to you — but call us anyway. We often find a solution.

One exception, right from the start: personalised candles. If we have written your name and date on them, they can't be returned. They are made for you and can't go to anyone else. This is set out in law (art. 16, Emergency Ordinance 34/2014, transposing art. 16 of Directive 2011/83/EU), not a rule of ours — and we tell you on the product page too, before you order. The other exceptions are below.

How to withdraw

Fill in the Returns Form.
It takes two minutes. You don't need the invoice or an IBAN to send it.

You immediately receive confirmation of your request by email, with the date and time you sent it. That is your proof — keep it.

The form is the simplest way, but not the only one. You can write to us at office@lumanariservus.ro or use the model withdrawal form (annex to Emergency Ordinance 34/2014 / Directive 2011/83/EU). Any unambiguous statement telling us you are withdrawing is valid.

What you send back and how

You have 14 days from sending the request to ship the products.

Pack them in an outer box; don't stick the courier label directly on the product packaging. It's not a condition for returning — it's a practical request. If the product arrives damaged, its value drops and the refund is reduced by the difference.

You are liable for any reduction in the product's value only if you handled it more than necessary to check its nature and characteristics. In other words: you can open it and look, as in a shop. But if you have melted the wax or burned the candle, you are no longer sending back the product you received.

You bear the cost of returning, in accordance with the law.

Address to send the parcel to:

SERVUS DOLCE SRL
Bulevardul Regele Ferdinand nr. 77D, Spațiul comercial 2, parter
Baia Mare, Maramureș County, 430362, Romania
Phone: +40 726 162 810

When you get your money back

We refund the value of the products within 14 days of the date you sent us the withdrawal request.

We may withhold the refund until we receive the products back or until you send us proof that you have shipped them — whichever comes first.

The refund is made using the same payment method you used, unless you ask us otherwise. The money goes to the person in whose name the order was placed, not to third parties.

What can't be returned

The law (art. 16, Emergency Ordinance 34/2014 / Directive 2011/83/EU) excludes from the right of withdrawal:

• products that are personalised or made to your specifications — candles written with your name and date;
• sealed products that cannot be returned for health protection or hygiene reasons, if you have unsealed them;
• products that deteriorate or expire rapidly.

That's all. Opening a package doesn't take away your right.

If the product arrived damaged

That's not withdrawal from the contract, it's something else. The 14-day period doesn't apply and you don't pay for shipping.

Call +40 726 162 810 or write to office@lumanariservus.ro with photos of the parcel and the product, and keep the packaging it came in. Couriers have short deadlines for transport claims, and the parcel is the evidence. The sooner you tell us, the easier it is to sort out.

See the Nu-i Bai Guarantee.

If you're not happy with how we resolved it

You can contact the Romanian consumer protection authority (ANPC) or the European ODR platform. The links are in the footer.