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Return Policy

Overview

We want you to love your Lussommo products, and your satisfaction is our priority. If, for any reason, you’re not completely satisfied with your purchase, we offer a refund or exchange on UNOPENED AND UNUSED, full-priced items within 30 days after your purchase date. To initiate a return, please follow the instructions provided HERE.

Damages

In the unfortunate event that any part of your order arrives damaged, please contact us promptly at support@lussommo.com with your order number and a picture of the damage. All damage inquiries must be submitted within 30 days of the purchase date. NOTE: Once a product is removed from its original protective packaging, we cannot be responsible for any further damage due to improper handling.

Unopened and Unused Requirement

For a successful return, the product must remain unopened and unused. We cannot accept returns for opened or used items unless the product is found to be defective or not as described.

Reason for Sealed Requirement

At Lussommo, we prioritize the quality and safety of our products, especially when it comes to our Pearled Candle. This candle consists of thousands of small pearls, and we strictly maintain the purity and safety of each product in our warehouse. Keeping products sealed is essential to ensure that our candles arrive in optimal condition to our customers.

Why this requirement? Once unsealed, there is a risk of small hairs or particles entering the pearls. Our strict storage protocols ensure that this does not happen before the product is shipped. Keeping the product sealed allows customers to inspect the quality of the product through the viewing window in the packaging and feel it through the packaging. This way, they can check the quality of the product without breaking the seal and risking impurities.

Keeping the product sealed is not only important for safety during burning but also for hygienic purposes. This way, we can ensure that our products are always fresh, clean, and safe to use.

As a result, we can only accept sealed and unused products for return, unless the product is defective or not as described.

Right of Withdrawal

You have the right to cancel your order within 30 days of receipt. After this notification, you have another 14 days to return the product. You will receive a full refund of the order amount including shipping costs. Only the costs for returning the product from your address to our webshop are your responsibility. These costs are approximately €6.95 per package. Please consult the website of your carrier for exact rates.

If you wish to exercise this right, please contact us at support@lussommo.com. We will then refund the due order amount within 14 days after your return notification, provided that the product has already been received in good order.

Further Assistance

If you have any questions or concerns, our customer care team is here to help you:

From Monday to Friday, 09:00 – 17:00.

CONTACT US

We appreciate your understanding and cooperation in adhering to our return policy guidelines. Your satisfaction is our top priority.