Dev Lumina has not launched and is not currently taking orders. This policy is published in advance and will apply from our first order. The principle behind it is simple: if we got it wrong, we fix it at our cost.
Refund & Cancellation Policy
1. Cancelling an order
- You can cancel a prepaid order at no charge any time before it is dispatched. Email hello@devlumina.in with your order number.
- Once an order has been dispatched it cannot be cancelled. Refuse delivery or follow the claim process below.
- Customised orders (custom scent, custom motif, custom packaging, printed seed paper) cannot be cancelled once production has begun, because they cannot be resold. We will tell you in writing when production starts.
- We may cancel an order ourselves, as set out in the Terms & Conditions. If we do, you get a full refund.
2. What we accept back
We replace or refund an item in any of these cases:
- it arrived broken, cracked or damaged;
- it is defective, for example the wick will not stay lit, the wax has tunnelled or separated on first burn, or the vessel leaks;
- we sent you the wrong item, the wrong scent or the wrong quantity;
- the order never arrived.
3. What we cannot accept back
For reasons of hygiene and fire safety we cannot resell a candle that has been lit, so we cannot accept returns of:
- candles that have been burned, beyond a first test burn used to demonstrate a defect;
- items returned without prior authorisation from us;
- items reported after the windows in section 4;
- customised or personalised orders, unless they are damaged or defective;
- items damaged by use that departs from the safety instructions supplied with the product;
- free gifts and promotional items.
Variation in the colour of fired clay, small marks in the terracotta, and minor differences in motif placement are characteristics of a hand-made product and are not defects. This is described in the Terms & Conditions.
We do not offer returns simply because a fragrance is not to your taste. Fragrance perception is personal, and we would rather help you choose well before you buy. Write to us and ask.
4. How to raise a claim
- Email hello@devlumina.in within 48 hours of delivery for damage or a wrong item, or within 7 days for a defect that appears on first use.
- Include your order number, what is wrong, and photographs of the item, the inner packing and the outer carton. A video of the parcel being opened helps enormously for transit damage.
- We respond within two working days with either a replacement, a refund, or a request for the item to be returned.
- If we ask for the item back, we arrange and pay for the return pickup. Do not ship anything back to us before we confirm. Unauthorised returns cannot be processed.
5. Refunds
We initiate a refund within two working days of approving a claim. How long it then takes to reach you depends on your bank or payment provider and is outside our control. Typical times, once we have initiated it:
| Payment method | Refunded to | Usually reaches you in |
|---|---|---|
| UPI | Same UPI ID or bank account | 3–5 working days |
| Credit or debit card | Same card | 5–10 working days |
| Net banking or wallet | Same account or wallet | 5–7 working days |
| Cash on delivery, if offered | Bank account you nominate | 5–7 working days |
- Refunds always go back to the original payment method, except for cash on delivery.
- Where the fault is ours, we refund the full amount including any shipping you paid.
- Where an order is returned to us undelivered because of an incorrect address or repeated failed delivery attempts, we refund the order value less the shipping actually incurred. See the Shipping Policy.
6. Replacements
Where stock allows, we would rather send a replacement than a refund, and we ship it at our cost. If the item is out of stock or you would prefer your money back, say so and we refund instead. The choice is yours.
7. Bulk and corporate orders
Cancellation, return and refund terms for bulk and corporate orders are set out in the written quotation or agreement for that order and take precedence over this policy. As a rule, advance payments on production runs are non-refundable once production has begun, and defective units are replaced rather than refunded.
8. Complaints
If you are not satisfied with how a claim was handled, write to hello@devlumina.in marking it for the grievance officer, whose details are published in the Privacy Policy. We acknowledge within forty-eight hours and aim to resolve within thirty days. This does not affect your rights under the Consumer Protection Act, 2019.