Refund Policy

At Lucid Natura, we take pride in producing handcrafted, made-to-order candle holders with care and attention to detail, and while we strive for customer satisfaction, due to the personalised and artisanal nature of our products, we do not accept returns or issue refunds for change of mind, aesthetic preferences, or minor variations in colour, shape, or finish that naturally occur in handmade goods; however, if an item arrives damaged in transit, contains a manufacturing defect, or significantly deviates from the product description, customers will be eligible for a refund, store credit, or replacement, subject to review. To initiate a refund request, customers must notify us in writing via email at Jakejohnson@lucidnatura.com within 7 calendar days of delivery, providing the order number, a description of the issue, and clear photographic evidence of both the item and the packaging; claims submitted after this period may not be accepted. Once reviewed, if the claim is approved, we will issue a refund to the original payment method within 7 business days or offer a replacement, depending on stock availability and customer preference; if the return of the product is required, the item must be unused, securely packaged, and returned with tracking, and we will cover return shipping costs only if the item was defective or incorrect. Orders may be cancelled within 24 hours of placement by contacting us at Jakejohnson@lucidnatura.com, but because all products are individually made, we reserve the right to decline cancellation requests after this period if production has begun. For parcels lost in transit, Lucid Natura will offer a replacement or refund once loss is confirmed by the shipping carrier, but we are not liable for delays due to customs inspections, incorrect addresses provided by the customer, or stolen deliveries after a package has been marked as delivered; we strongly recommend customers ensure safe and secure delivery locations. Prices on our website do not include customs duties, VAT, or import taxes for international orders, and these remain the sole responsibility of the customer—Lucid Natura is not responsible for delays or additional charges imposed by destination country authorities. Non-refundable items include gift cards, personalised or bespoke products (unless faulty), and sale or promotional items. Customers are responsible for reading all product descriptions, care instructions, and size dimensions prior to purchase and for ensuring the accuracy of their shipping information. This policy is designed in accordance with global e-commerce best practices and applicable international consumer protection standards and may be updated at any time without notice. For further information or to make a refund enquiry, please contact us at jakejohnson@lucidnatura.com or refer to the contact section of our website at www.lucidnatura.com.