Last Updated: August 28, 2026
1. Policy Overview
This Refund and Returns Policy is issued by Eclairage Rolf SCHMITT S.à.r.l., the Luxembourg-based home lighting brand operating our official e-commerce platform at www.eclairagers.com. It applies to all purchases of aroma lamps, scenario mood lights, candle warmers, and related home decor products made through our official website, and is formulated in full compliance with Luxembourg consumer protection regulations and EU consumer rights directives.
The core principle of this policy is clear: we do not process any standalone “refund only” requests under any circumstances. All valid post-purchase resolution requests must follow our full return product workflow, as no customer can retain the purchased product while receiving a full or partial refund. This rule is designed to ensure fair and equal treatment for all our customers, prevent fraudulent post-purchase claims, and maintain our ability to continue offering premium, affordably priced handcrafted aroma lamps and scenario lights to our global home lover community.
By completing a purchase on www.eclairagers.com, you acknowledge that you have fully read, understood, and agreed to all terms outlined in this Returns and Refund Policy.
2. Eligibility for Return Submission
You are eligible to submit a valid return request only if your application meets all of the following requirements, within 30 calendar days counted from the exact date you receive your ordered product:
- The product you intend to return is in original, unused condition, with no signs of human-induced damage, scratch, stain, or disassembly. All original factory packaging, included accessories, user manuals, and free bundled gifts that came with your order must be fully intact and included in your return package. Our curated line of aroma diffuser lamps, electric candle warmers, and scenario mood lights are electrical home products that can pose safety risks if tampered with after use, so we cannot accept returns on items that show signs of activation or operation.
- The product you are returning is not classified as a final clearance, personalized custom engraved, or special made-to-order item. These limited categories of products are clearly marked on their respective product pages, and are not eligible for return for non-quality related reasons.
- You have not previously submitted a duplicate or fraudulent return request for the same order, and you are able to provide the original order number, your purchase confirmation email, and clear photo evidence that supports the reason for your return application.
- You confirm that you will ship the returned product back to our designated Luxembourg warehouse address provided by our support team, at your own cost, unless the return is caused by our confirmed shipping error or verified product manufacturing defect.
We strictly reject all partial return applications where customers choose to keep one or more items from a multi-item order while requesting to return only selected goods for a refund. Every product claimed for return must be fully transported back to our warehouse for inspection before any further processing can proceed.
3. Strict No “Refund Only” Rule
To eliminate any ambiguity, we explicitly state that we will never approve any “refund only” request where you retain full possession of the purchased product, for any reason outside of the extremely rare scenario where we cannot replace or repair a defective product and arranging return shipping is proven to be logistically impossible. This rule applies to all post-purchase scenarios including:
- Changed mind after completing the order
- Selected incorrect product model, color, or size during checkout
- Found the same product at a lower price on a third-party unrelated platform
- Claimed minor dissatisfaction with product scent, lighting brightness, or personal preference that does not affect product normal function
- Any other non-quality related post-purchase request where you wish to keep the product while receiving all or part of your payment back
Even for confirmed quality defective products, we will first offer you two alternative solutions before approving any refund-related arrangement: either a free new replacement unit of the same product shipped to your address at no extra cost, or store credit equal to 110% of your original order value that can be used for any future purchases on our www.eclairagers.com store. The request for the physical return of the defective product to our Luxembourg location can only be waived after our quality control team conducts a full video verification of the product defect, and confirms that return shipping costs would exceed the original product value. We will never issue any standalone refund without prior product return receipt unless this very specific condition is met.
4. Return Processing Workflow
All return requests must follow the standard step-by-step workflow below, no exceptions will be made:
- Step 1: Submit Return Application Send your return request with your full order number, clear photos of the product and its packaging, and a short description of your return reason to our dedicated support email at lodent@eclairagers.com within the 30-day eligibility window. Our customer support team will respond to your request within 2 business days, and provide you with our official designated return warehouse address in Gonderange, Luxembourg, along with a unique return authorization number that must be clearly marked on the outside of your shipping package. We will reject all return packages that arrive at our warehouse without a valid return authorization number.
- Step 2: Ship Back the Product Carefully repack the product with all original accessories and packaging, attach the provided return authorization number to the outer package, and ship it back to our assigned warehouse address. We strongly recommend you use a tracked, insured shipping service for your return delivery, as we cannot be responsible for return packages that are lost or damaged in transit to our facility. You will be required to share your return shipment tracking number with our support team once you have sent off the package.
- Step 3: Warehouse Inspection and Verification Once our warehouse team receives your returned package, our professional quality control staff will conduct a full inspection within 5 business days to confirm that the product meets our return eligibility standards. If the returned item passes our quality check, our team will contact you immediately to confirm your preferred post-return resolution option, either an identical free product replacement or equivalent store credit.
- Step 4: Final Resolution Execution If you select a product replacement, we will process and ship out your new replacement unit to your designated shipping address within 3 business days after the inspection is passed, with all shipping fees fully covered by our brand. If you choose store credit, the full credit amount will be added directly to your registered user account on www.eclairagers.com, and you can redeem it on any available product in our shop at any time with no expiration date.
5. Damaged and Wrong Item Delivery Exceptions
If you receive a product that is confirmed to be damaged during transit, or you are delivered a completely incorrect item that does not match your original order, our team will cover all related costs for the full resolution process:
- We will provide you with a pre-paid, tracked return shipping label at no cost to you, to send back the damaged or incorrect product.
- We will prioritize processing your free replacement shipment, and dispatch the correct intact product within 2 business days after we receive your return notification and photo proof, even before we receive the returned package back at our warehouse, to minimize your waiting time.
- Even under these exception scenarios, we still will not process any standalone refund only request. You will be offered either a free brand new correct product replacement, or 120% of your original order value as store credit to select other aroma lamp or scenario light products from our store. Full monetary refunds are only issued under extremely limited circumstances, when the product you ordered is permanently out of stock and can no longer be restocked, and the return of the original damaged/incorrect item has been completed and verified by our quality team.
6. Contact Information
If you have any questions, concerns, or need to submit a return request related to this Refund and Returns Policy, you may reach out to our post-sales support team via the following official channels:
- Email: lodent@eclairagers.com
- Telephone: +(352) 621 192 678
- Postal Address: Eclairage Rolf SCHMITT S.à.r.l., Zone Artisanale Gehaansraich, L-6187 Gonderange, Luxembourg