Refund policy

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, the mold must be completely new, unused, and in the same condition in which you received it. The mold must not contain any traces of wax, usage marks, damage, or other signs of use. The item must also be returned in its original packaging together with proof of purchase.

To start a return, you can contact us at eternal.lumos.manufacture@gmail.com. Please note that all returns must be sent to Poland. The detailed return address will be provided once the return process has been initiated and approved.

To be eligible for a return, the mold must be completely new, unused, and in the same condition in which you received it. The mold must not contain any traces of wax, usage marks, damage, or other signs of use. The item must also be returned in its original packaging together with proof of purchase.

If your return is approved, we will provide instructions on how and where to send your package. Returns sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged during delivery, or if you received the wrong item. We will evaluate the issue and do our best to resolve it.

Please note that damaged items caused by usage, improper handling, overheating, incorrect candle-making techniques, or normal wear are not eligible for return or refund.

Non-Returnable Items

We do not accept returns for:

  • Custom-made molds manufactured according to the customer’s requested dimensions, specifications, or design preferences

  • Artificial stone molds made to custom order

  • Aluminum molds made to custom order

  • Gift cards

As our molds are handmade and many products are produced individually upon request, custom and personalized orders are non-refundable and non-returnable.

Exchanges

The fastest way to receive a different item is to return the approved item in unused condition and place a new order separately.

European Union 14-Day Cooling Off Period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

However, the mold must remain completely new and unused. Returned molds must not contain wax residue, production traces, scratches, or any signs of use. The item must also be returned in its original packaging together with proof of purchase.

Custom-made and personalized molds are excluded from this right according to applicable EU regulations.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within up to 10 business days. Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at eternal.lumos.manufacture@gmail.com.

Handmade Production Notice

Eternal Lumos specializes in handmade candle molds produced from aluminum and artificial stone. Many of our products are manufactured individually or according to custom specifications provided by the customer.

Due to the handmade and custom nature of our production process, we strongly encourage customers to carefully review all dimensions, descriptions, and product details before placing an order.

We pay great attention to quality control, packaging, and shipping safety to ensure every mold arrives in excellent condition.