Complaints and warranty

At Lucenza we strive for the highest quality in all our products and want you to be completely satisfied with your purchase. If you do have a complaint about your order, we will be happy to help you. Below you will find more information about how we deal with complaints and what you can expect in terms of warranty.

What to do in case of a complaint?
If you have a problem with your order, for example if a product is damaged or defective, please contact us within 7 days of receipt by email lucenzacandles@hotmail.com. Please provide your order number and a description of the problem, and if possible include photos of the damaged product . We will aim to resolve your complaint quickly and effectively.

Warranty on products :
We offer a guarantee on our products if they show defects that are related to manufacturing errors. This means that if your candle or wax melt does not meet the quality you may expect from us, we will replace the defective product free of charge or refund your purchase price .

In case of defects or damage :

• If a product is damaged during shipping, or if the product has a manufacturing defect, we will ensure that it is promptly replaced or you receive a refund .

• In this case we will also reimburse you for the return shipping costs.

NB :
Our warranty does not cover damage caused by misuse of the product, such as not following the safety instructions for candles or wax melts. Always follow the instructions for use for a safe and long life of your products.