Refund policy

Return and Refund Policy

Last updated: 2026-01-04

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 must notify us in writing by email at lanaquantum.info@gmail.com within the 14-day period.

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 by contacting us via email. Items sent without prior approval will 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, return shipping costs will be covered by the seller.

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

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 within 48 hours of delivery by email. Include clear photos of the product and packaging along with a brief description of the issue.

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

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. If more than 15 business days have passed since refund approval and you have not received the funds, please contact us.

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.