Refund policy
At Zenvia Lumière Bloom, we take great care in preparing and packing every order. We want your experience with us to be smooth and satisfactory.
Eligibility for Return or Exchange
An item may be eligible for return or exchange if:
- You received a damaged or defective product.
- You received an incorrect product.
- The product received is significantly different from what was ordered.
For eligible unused products, please contact us within 7 days of delivery.
For damaged, broken, leaking, or incorrect products, please contact us within 48 hours of delivery so we can assist you promptly.
Condition of Returned Products
To qualify for a return or exchange, the product must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories, inserts, gift packaging, or complimentary items received with the order.
We may request clear photographs or an unboxing video to help us assess damaged or incorrect products.
Non-Returnable Items
Returns or exchanges are generally not accepted for:
- Used, lit, burned, or partially consumed candles.
- Products damaged after delivery due to improper handling or storage.
- Items returned without their original packaging.
- Products purchased only because of a change of mind or personal fragrance preference.
- Personalized or customized products.
- Made-to-order products.
- Bulk, corporate, wedding, return-gift, or customized gifting orders unless the product received is damaged, defective, or incorrect.
- Gift cards, if applicable.
Please note that fragrance perception can vary from person to person, so dislike of a fragrance alone is not considered a product defect.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us through our Contact Us page within 48 hours of delivery.
Please provide:
- Your order number.
- Clear photographs of the product.
- Photographs of the outer and inner packaging.
- An unboxing video, if available.
Once the issue is verified, we may offer a replacement, exchange, store credit, or refund depending on the circumstances and product availability.
Exchanges
Approved exchanges are subject to product availability.
If the requested replacement product is unavailable, we may offer an alternative product, store credit, or refund where applicable.
Refunds
Once an approved return is received and inspected, we will notify you about the status of your refund.
If approved, the refund will be processed to the original payment method. The time taken for the amount to reflect may vary depending on your bank or payment provider.
Original shipping charges may be non-refundable unless the return is due to an incorrect, damaged, or defective product supplied by us.
Return Shipping
If the return is due to a damaged, defective, or incorrect product sent by Zenvia Lumière Bloom, we will provide appropriate instructions regarding return or replacement.
For any other approved return, return-shipping charges may be borne by the customer.
Please do not send any product back without first contacting us and receiving return instructions.
Customized & Bulk Orders
Personalized, corporate gifting, wedding gifting, festive gifting, bulk orders, and other customized orders are prepared specifically for the customer and are therefore generally not eligible for return or exchange.
However, if such an order arrives damaged, defective, or materially different from the confirmed order, please contact us and we will review the matter individually.
Contact Us
For any return or exchange request, please contact Zenvia Lumière Bloom through our website’s Contact Us page.
Please mention your order number and the reason for your request so our team can assist you efficiently.