Return, Refund & Cancellation Policy

Casa Lumos — The Netherlands
Last updated: 19 October 2026

At Casa Lumos, we carefully handcraft and package our products to ensure they reach you in excellent condition. We want you to feel confident when shopping with us.

This policy explains your rights regarding cancellations, returns, refunds and damaged products.

1. Right of Withdrawal — 14 Days

If you are purchasing as a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving a reason, in accordance with applicable Dutch and European consumer law.

The withdrawal period begins on the day after you, or someone designated by you, receives the order.

If your order contains multiple products delivered separately, the withdrawal period generally begins after the final product has been received.

To exercise your right of withdrawal, inform us of your decision within the 14-day period by emailing info@casalumos.com, using an available online withdrawal function, or sending us the model withdrawal form provided below.

You do not need to explain why you wish to return your order.

2. Returning Your Products

After notifying us that you wish to withdraw from your purchase, you have another 14 days to send the products back.

Please return your products to:

Casa Lumos — Returns
Van Ruysdaelstraat 36
5156 JC Oudheusden
The Netherlands

We recommend packaging returned products carefully to prevent damage during transport.

You may inspect the products as you reasonably would in a physical shop. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products.

Original packaging is preferred where available but is not a mandatory condition for exercising your statutory right of withdrawal.

Please retain your proof of return shipment until your refund has been processed.

3. Return Shipping Costs

For returns under the statutory 14-day right of withdrawal, the customer is responsible for the direct cost of return shipping.

If a product is defective, damaged upon arrival, incorrect or otherwise does not conform to the purchase agreement, Casa Lumos will provide an appropriate remedy in accordance with applicable law, without charging the consumer the necessary costs of that remedy.

4. Refunds

When you exercise your statutory right of withdrawal, we will refund the amount paid for the returned products.

If you withdraw from your entire order, we will also refund the original standard delivery costs. Additional charges for an upgraded delivery method are not refundable beyond the standard delivery charge.

Refunds will be made within 14 days after we receive your withdrawal notification.

We may withhold reimbursement until we have received the returned products or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be made using the original payment method unless you expressly agree otherwise. No additional refund fees will be charged.

If only part of an order is returned, the original delivery costs generally do not have to be refunded.

5. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@casalumos.com.

We will try to stop the shipment and process the cancellation.

If your order has already been dispatched, you may still exercise your statutory right of withdrawal where applicable.

Dispatching an order does not remove your legal right to withdraw.

6. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact us at info@casalumos.com.

Include your order number, a description of the issue and, if possible, photographs.

We encourage customers to report shipping damage promptly so we can investigate it efficiently. However, failure to report a problem within 48 hours does not remove statutory consumer rights.

Under Dutch consumer law, products must conform to the purchase agreement.

Depending on the circumstances, you may be entitled to repair, replacement, a price reduction or a refund.

These statutory rights apply independently of the 14-day withdrawal period.

7. Handmade Products

Many Casa Lumos products are individually handmade.

Small variations in colour, texture, pattern or finish may naturally occur.

These variations do not automatically mean that a product is defective, provided the product meets its description and reasonable quality expectations.

Being handmade does not, by itself, exclude a product from the statutory right of withdrawal.

8. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products, including goods made to a customer's individual specifications or clearly personalised, where the applicable legal requirements are met.

Any relevant exception will be communicated before purchase as required by law.

Standard Casa Lumos candles, wax melts, Jesmonite decorations and discounted products are not automatically excluded from withdrawal rights.

9. Exchanges

If you would like a different product, please contact info@casalumos.com.

For ordinary changes of preference, you may return an eligible product under your statutory withdrawal rights and place a new order.

If a product is defective or incorrect, your statutory rights to an appropriate remedy remain unaffected.

10. International Orders

Casa Lumos may accept orders from customers outside the European Union.

Consumer withdrawal and return rights may vary depending on the customer's country and the applicable mandatory consumer protection laws.

Nothing in this policy limits any mandatory rights that apply to your purchase.

For international returns, please contact us for practical shipping instructions.

11. Model Withdrawal Form

You may use the following form to notify us of your decision to withdraw from a purchase. Using this form is optional; any clear withdrawal statement is sufficient.

To: Casa Lumos
Email: info@casalumos.com
Address: Van Ruysdaelstraat 36, 5156 JC Oudheusden, The Netherlands

I hereby notify you that I withdraw from my contract of sale for the following goods:

Products: __________________________

Order number: ______________________

Ordered on: ________________________

Received on: _______________________

Customer name: _____________________

Customer address: __________________

Date: _____________________________

Signature (only if submitted on paper): __________________

12. Contact Information

For questions about returns, cancellations, refunds or damaged products, please contact:

Casa Lumos
Van Ruysdaelstraat 36
5156 JC Oudheusden
The Netherlands

Email: info@casalumos.com
Website: https://www.casalumos.com
KvK: 82515484
VAT ID: NL003692266B36

We aim to respond to customer enquiries promptly and resolve concerns fairly.