Refund policy

Return and Refund Policy

Last updated: 2026-06-19

Welcome to www.lanaquantum.com. We value transparency and aim to ensure a clear and reliable shopping experience. This Return and Refund Policy is prepared in accordance with applicable Lithuanian law and European Union consumer protection regulations.

Right of Withdrawal (European Union)

If you are a consumer located in the European Union, you have the right to withdraw from the purchase contract within 14 calendar days from the day you receive your order, without providing any reason.

To exercise your right of withdrawal, you can use the online return / withdrawal form available on this website or click the "Returns" link in the website menu. No customer account login is required. After submission, you will receive an automatic confirmation email.

Alternatively, you may notify us in writing by email at lanaquantum.info@gmail.com within the 14-day period. Please include your order number, contact details, and the item or items you wish to return.

You must send the goods back within 14 calendar days from the day you informed us about your withdrawal.

Return Conditions

Condition of returned items: Returned items must be unused, unopened, undamaged, and in their original packaging. Items showing signs of use, damage, or improper handling may not be accepted, or a partial refund may be issued.
Proof of purchase: A receipt or other proof of purchase is required for all returns.
Return request: Returns must be requested in advance using the online return / withdrawal form available on this website, the "Returns" link in the website menu, or by contacting us via email. Items sent without prior return request may not be accepted.
Return shipping: If the return is initiated due to a change of mind or personal preference, return shipping costs are the responsibility of the customer. If the return is due to a defective, damaged, or incorrect item caused by our error, reasonable return shipping costs will be covered or reimbursed by the seller in accordance with applicable law.

Non-Returnable Items

Due to hygiene, safety, and product integrity considerations, the following items cannot be returned:

Opened or used candles
Opened reed diffusers
Items with broken seals or packaging removed after delivery
Gift cards
Sale or discounted items, except where required by applicable law or if the item is defective, damaged, or incorrect

If you are unsure whether a product is eligible for return, please contact us before sending it back.

Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, please notify us as soon as possible, preferably within 48 hours of delivery, by email at lanaquantum.info@gmail.com.

Please include clear photos of the product and packaging, your order number, and a brief description of the issue.

In such cases, we will offer a replacement or a full refund, including any applicable reasonable return shipping costs.

How to Return

Use the online return / withdrawal form available on this website, click the "Returns" link in the website menu, or contact us by email.
Provide your order number, contact details, and the item or items you wish to return.
Wait for our return instructions before sending the item back.
Pack the item securely and use a trackable shipping service.
Once we receive and inspect the returned item, we will notify you about the approval or rejection of your refund.

Refund Process

Once we receive and inspect the returned item, we will inform you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.

For accepted EU consumer withdrawals, we will refund the full amount paid, including the original standard delivery fee, within 14 days from the day we receive the goods or proof of return shipment, whichever is earlier. We may withhold the refund until we receive the goods or you provide proof that the goods have been sent back.

If the returned goods are diminished in value due to handling beyond what is necessary to establish their nature, characteristics, and functioning, we may deduct an amount reflecting the loss of value.

Refunds are issued only to the same payment method used for the original transaction. Under no circumstances will refunds be transferred to a different bank account or third party.

If more than 15 business days have passed since refund approval and you have not received the funds, please contact us at lanaquantum.info@gmail.com.

Exchanges

We do not offer direct product exchanges. If you wish to receive a different item, please return the original product, if eligible, and place a new order once the return has been approved.

Seller's Rights

The seller reserves the right to refuse a return or issue a partial refund if the return conditions are not met, or if the product has been returned in a condition inconsistent with these terms.