Returns
Refund & return policy
Last updated: July 2026
Our promise
We want you to feel confident trying Calm Lumina. Because incense is a personal scent experience— and a consumable product—we handle returns carefully and fairly.
Damaged or incorrect items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@calmlumina.com. Include your order number and clear photos. We’ll offer a replacement or refund.
Change of mind (30-day window)
We offer a 30-day return window from the date of delivery for unused items in their original packaging. Burnt or used incense sticks cannot be returned or refunded due to the nature of the product, unless required by law.
How to start a return
- Email support@calmlumina.com with your order number and reason.
- Wait for return instructions (and a return label if applicable) before shipping anything back.
- Once we receive and inspect the return, refunds are issued to the original payment method (typically within 5–10 business days after approval).
Shipping costs on returns
For approved returns due to our error or damage in transit, return shipping is covered by us. For approved change-of-mind returns, the customer may be responsible for return shipping.
Promotional discounts
Refunds reflect the amount paid after discounts. Free gifts or waitlist offers may be adjusted if the related purchase is refunded.