📦 Return & Exchange Policy
Effective Date: November 2023
At Moana Lumi Candles, we take pride in offering luxury candles crafted with care. If your order isn’t quite right, we’re happy to assist with **exchanges or store credit** under the conditions outlined below.
📌 1. Eligibility for Returns & Exchanges
- Timeframe: All requests must be made within 30 days of purchase.
- Condition: Candles must be **unused and in original packaging**.
- Proof of Purchase: Required (order number or email confirmation).
📌 2. Membership-Based Return & Exchange Conditions
| Membership Tier | Exchange Policy | Return Shipping | Restocking Fee |
|---|---|---|---|
| 🟡 Glow Member (Entry-Level) | 30-day exchange (unused only, first purchase scent swap allowed) | $5 return shipping for all orders *(Free return shipping unlocks with membership progress)* |
10% restocking fee |
| 🟠Loyalty Member (Upgraded Status) | 30-day exchange (unused only) | $5 return shipping for all orders *(Free return shipping unlocks after progress bar milestone)* |
10% restocking fee |
| 🔵 Luminary Member (Exclusive Invite-Only) | 30-day exchange (unused only) | Always free return shipping | 10% restocking fee |
📌 3. Refunds vs. Store Credit
- Store Credit: Issued for returns of items purchased under exclusive offers, promotions, or membership perks.
- Refunds: Only available for regular-priced, individually purchased items that are **unused and in original packaging**.
📌 4. Return Shipping Costs
- Customers pay $5 return shipping unless the item is **defective, incorrect, or damaged in transit**.
- Return Shipping Unlocks: Members can earn **free return shipping** as part of their **progress bar milestone**.
- Defective/Damaged Orders: Moana Lumi Candles covers **100% of return shipping**.
📌 5. Reasons for Return/Exchange
- Accepted: Defective wicks, tunneling issues, incorrect items, or items damaged in transit.
- Not Accepted: Used candles, external damage due to negligence, final sale items.
📌 6. How to Request a Return or Exchange
To initiate a return or exchange, contact us at:
Email: contactus@moanalumicandles.com
Include:
- Order Number
- Reason for Return/Exchange
- Photos or Video (if applicable)
We will review your request within 3-5 business days. If approved, processing takes approximately 7-10 business days (with exceptions for unique cases, where we will communicate any delays).
📌 7. Excessive Returns Policy
To maintain the integrity of our luxury membership experience, Moana Lumi Candles reserves the right to refuse excessive returns or exchanges at our discretion. If a pattern of returns is identified, we may limit future return eligibility or adjust account privileges accordingly.