PRIVACY POLICY, RETURNS & CUSTOMER TERMS

Last updated: 11 August 2026

This policy explains how Luminessence Naturals collects, uses, stores and protects your personal information, together with our cancellation, returns and refund terms.

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Company Details

• Company Name: Luminessence Naturals Ltd

• Registration Number: 11131617

• Registry: Companies House (United Kingdom)

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Address: 
42 Primrose Lane, Impington, Cambridge, CB24 9PQ, United Kingdom
Email: sales@luminessencenaturals.co.uk

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1. WHO WE ARE

Luminessence Naturals is an independent, founder-led business based in Cambridge, United Kingdom.

For data protection purposes, Luminessence Naturals is responsible for the personal information we collect and use in connection with our website, online shop, orders, customer enquiries and services.

If you have any questions about this policy or how we use your personal information, please contact:

sales@luminessencenaturals.co.uk

2. INFORMATION WE COLLECT

Depending on how you interact with us, we may collect:

Information you provide to us

• Name

• Email address

• Telephone number

• Billing and delivery address

• Order and purchase information

• Information provided through our contact forms

• Customer service communications

• Product reviews, comments and feedback

• Information relating to bookings or wellbeing services

Information collected automatically

When you visit our website, certain technical information may be collected automatically, such as:

• IP address

• Browser type

• Device information

• Operating system

• Website pages visited

• Date and time of visits

• Referring website

• Website interaction and usage information

• Cookie and similar technology information

We only collect information that is reasonably necessary for the purposes described in this policy.

3. HOW WE USE YOUR INFORMATION

We may use your personal information to:

• Process and fulfil orders

• Arrange delivery

• Process payments and refunds

• Respond to enquiries

• Provide customer service

• Manage accounts and bookings

• Process returns and exchanges

• Send order confirmations and important service communications

• Maintain and improve our website

• Understand how customers use our website

• Protect our website and business against fraud and misuse

• Keep appropriate business and financial records

• Meet legal, tax, accounting and regulatory obligations

• Send marketing communications where we have the appropriate permission or another lawful basis

We will not use your personal information for purposes that are incompatible with the purpose for which it was collected unless permitted by law.

4. OUR LAWFUL BASES FOR PROCESSING

Under UK data protection law, we must have a lawful basis for using personal information.

Depending on the circumstances, we may rely on:

Contract

Where processing is necessary to fulfil an order, provide a service, process a booking or take steps requested before entering into a contract.

Legal obligation

Where we need to process information to comply with legal, tax, accounting or regulatory requirements.

Legitimate interests

Where processing is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

Examples may include maintaining website security, preventing fraud, managing customer relationships and improving our services.

Consent

Where we ask for your consent, such as for certain marketing communications or non-essential cookies.

You can withdraw consent at any time where consent is our lawful basis.

The ICO requires organisations to identify and communicate the lawful basis or bases they rely on for processing personal information.

5. MARKETING COMMUNICATIONS

We may occasionally send information about Luminessence products, services, events or offers.

Where consent is required, we will ask for your consent before sending marketing communications.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the communication or by contacting:

sales@luminessencenaturals.co.uk

We will not require you to consent to marketing as a condition of purchasing from us.

6. COOKIES & SIMILAR TECHNOLOGIES

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to function, including shopping basket, security and essential website functions.

Other cookies may be used for analytics, preferences, advertising or other non-essential purposes.

Where required, we will ask for your consent before placing or accessing non-essential cookies on your device.

You can manage your cookie preferences through the cookie controls provided on our website.

Cookies and electronic communications are also subject to the Privacy and Electronic Communications Regulations (PECR), alongside UK data protection law.

7. WIX & OUR SERVICE PROVIDERS

Our website and online shop are hosted and operated using Wix.com and may use other third-party service providers.

Depending on the services we use, these may include:

• Website hosting providers

• Payment processors

• Delivery and courier companies

• Email providers

• Website analytics providers

• Customer communication services

• Booking and event platforms

• IT and security providers

• Professional advisers

We only share information that is reasonably necessary for the relevant service or legal requirement.

8. PAYMENT INFORMATION

Payments made through our website are processed through the payment providers available through our Wix store.

We do not intentionally store complete payment card details on our own systems.

Payment providers use appropriate security measures to protect payment information.

For payment security, payment information may be processed by third-party providers in accordance with their own privacy policies and applicable legal requirements.

9. INTERNATIONAL DATA TRANSFERS

Some of our technology and service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is permitted under applicable UK data protection law and that appropriate safeguards are in place where required.

The ICO requires organisations to provide information about relevant international transfers and the safeguards used.

Before publishing: this section should be checked against the actual Wix, payment, email, analytics and other third-party services used by Luminessence Naturals.

10. HOW LONG WE KEEP YOUR INFORMATION

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected.

Different information may be retained for different periods.

For example, we may retain:

• Order and transaction information for as long as necessary to fulfil legal, tax and accounting requirements

• Customer service communications for as long as necessary to manage the enquiry and any resulting relationship

• Marketing information until you unsubscribe or it is no longer necessary

• Account information for as long as your account remains active, unless a longer period is required by law

When information is no longer required, we will securely delete or anonymise it where appropriate.

The ICO expects privacy information to explain retention periods or the criteria used to determine them.

11. WHO WE SHARE YOUR INFORMATION WITH

We may share relevant personal information with trusted third parties where necessary, including:

• Wix and website service providers

• Payment providers

• Royal Mail and other delivery providers

• IT and security providers

• Email and communication providers

• Booking and event providers

• Professional advisers

• HMRC and other authorities where legally required

We do not sell your personal information.

12. YOUR DATA PROTECTION RIGHTS

Depending on the circumstances, you may have the right to:

• Ask for access to the personal information we hold about you

• Ask us to correct inaccurate or incomplete information

• Ask us to delete your personal information where applicable

• Ask us to restrict processing

• Object to certain processing

• Withdraw consent where we rely on consent

• Request data portability where applicable

• Object to certain direct marketing

To exercise your rights, please contact:

sales@luminessencenaturals.co.uk

We may need to verify your identity before responding to certain requests.

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your personal information has been handled unlawfully.

The ICO's current guidance confirms that privacy information should explain individuals' rights and how they can exercise them.

13. DATA SECURITY & BREACHES

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

No method of transmitting or storing information online can be guaranteed to be completely secure.

If a personal data breach occurs, we will assess it and take appropriate action in accordance with applicable UK data protection law.

Where notification to the ICO or affected individuals is legally required, we will make the appropriate notification.

14. CHILDREN'S INFORMATION

Our online shop is intended for adults.

We do not knowingly collect children's personal information through our online shop for purposes that are not appropriate or necessary.

If you believe that a child has provided us with personal information without appropriate permission, please contact us so that we can review and, where appropriate, delete the information.

15. CHANGES TO OUR PRIVACY POLICY

We may update this policy from time to time to reflect changes to our business, website, services, technology or legal requirements.

The latest version will always be published on our website with the relevant “Last updated” date.

Where a significant change affects how we use personal information, we will provide appropriate notice.

CANCELLATION & ORDER CHANGES

16. CHANGING OR CANCELLING AN ORDER

If you need to change your delivery address or cancel an order, please contact us as soon as possible:

sales@luminessencenaturals.co.uk

We recommend contacting us within 30 minutes of placing your order, before the order enters our fulfilment process.

We will make reasonable efforts to accommodate requests, but we cannot guarantee that an order can be changed or cancelled once it has been processed or dispatched.

This does not affect any statutory cancellation rights you may have under UK consumer law.

RETURNS & REFUNDS

17. YOUR STATUTORY CANCELLATION RIGHTS

When you purchase eligible goods online, by telephone or another distance-selling method, you generally have the right to cancel your purchase within 14 days of receiving the goods, without giving a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

We will normally refund the purchase price and the cost of standard delivery within 14 days of receiving the returned goods, subject to the applicable legal rules.

If you chose a more expensive delivery service, we are generally only required to refund the cost of the standard delivery option.

These statutory rights are separate from any additional returns policy we may offer.

GOV.UK confirms these cancellation and refund requirements for distance sales.

18. OUR 28-DAY RETURNS POLICY

In addition to your statutory rights, we offer a 28-day returns period for eligible unused products.

Products should be returned:

• Unused

• In their original condition

• In their original packaging where reasonably possible

• Free from damage or signs of use

• In a resaleable condition

Our 28-day policy does not remove or restrict your statutory consumer rights.

19. EXCEPTIONS TO THE RIGHT TO CANCEL

Some products and services may be excluded from cancellation rights where permitted by law.

This may include certain:

• Personalised products

• Custom-made products

• Products made to your specific requirements

• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed

• Services that have been fully performed with the customer's prior agreement and acknowledgement of the consequences

• Event or booking services where specific cancellation rules apply

We will clearly identify any applicable restrictions before purchase where required.

20. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Your statutory rights are not affected by our returns policy.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet the applicable legal standards, including being of satisfactory quality, fit for purpose and as described.

If your product is faulty, damaged or incorrect, please contact us as soon as possible:

sales@luminessencenaturals.co.uk

Please provide:

• Your order number or proof of purchase

• Photographs of the product

• Photographs of the packaging where relevant

• Details of the problem

We may request further information or photographs to help assess the issue.

Where appropriate, we will provide the remedy required by law, which may include repair, replacement or refund.

21. RETURN POSTAGE

If you are exercising your statutory cancellation right because you have changed your mind, you may normally be responsible for the cost of returning the goods unless we have agreed otherwise or the law requires us to pay it.

If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will deal with the return costs in accordance with your statutory rights.

22. RETURNING YOUR ORDER

Please contact us before returning an item wherever possible.

Package your return securely to prevent damage during transportation.

We recommend using a tracked delivery service and retaining your proof of postage until your return has been completed.

We cannot accept responsibility for returns that are lost in transit where the customer has chosen an untracked return method, subject to your statutory rights.

23. PRODUCTS PURCHASED AS SETS

Where a product is sold as a set or bundle, we may ask for the complete set to be returned where you are exercising a return right relating to the whole purchase.

This does not affect any statutory rights you may have.

24. PRODUCTS PURCHASED AT CRAFT MARKETS

Products purchased directly from Luminessence Naturals at craft markets may be subject to different return arrangements from online purchases.

Please retain your receipt, e-receipt or other proof of purchase.

Your statutory consumer rights remain unaffected.

25. GIFT PURCHASES

Where a gift is being returned, we may require the original purchaser's order information or proof of purchase to process the refund.

Refunds will normally be made to the original payment method unless otherwise required or agreed.

26. DAMAGED GOODS IN TRANSIT

If your order arrives damaged, please contact us as soon as reasonably possible.

Please send photographs of:

• The damaged product

• The packaging

• Any visible damage to the outer parcel

This helps us investigate the issue with the delivery provider.

We will then work with you to provide the appropriate remedy.

PRODUCT INFORMATION

27. PRODUCT PHOTOGRAPHS

We make every reasonable effort to display products accurately on our website.

However, colours may appear differently depending on your screen, lighting and device.

Packaging, labels and other presentation details may also vary from the photographs shown online.

28. HANDCRAFTED PRODUCTS

Our products are handcrafted in small batches.

Natural variations in:

• Colour

• Texture

• Appearance

• Wax finish

• Fragrance

may occur between batches.

These variations are a natural characteristic of small-batch craftsmanship and do not necessarily indicate a fault.

29. INGREDIENTS & ALLERGIES

Ingredients are provided on the relevant product page and/or product packaging.

Please check the ingredients carefully before purchasing, particularly if you have known allergies or sensitivities.

Essential oils and fragrance ingredients may contain naturally occurring allergens and may cause irritation or an allergic reaction in some individuals.

If you have very sensitive skin, known allergies or sensitivities, please seek appropriate professional advice before use.

If irritation or an adverse reaction occurs, discontinue use and seek medical advice where appropriate.

30. WELLBEING PRODUCTS & SERVICES

Luminessence products and wellbeing services are intended to complement personal wellbeing and self-care.

They are not intended to diagnose, treat, cure or prevent any medical condition and should not be used as a substitute for appropriate medical care.

For specific wellbeing services, including Reiki, Sound Healing and Sound Baths, please refer to the relevant booking and cancellation terms.

31. SOUND BATHS & EVENTS

Sound Baths and other events are subject to their individual booking and cancellation terms.

Please read the relevant Sound Baths & Events Policy before booking.

32. REIKI & WELLBEING SESSIONS

Reiki and other practitioner-led wellbeing sessions are subject to their individual booking and cancellation terms.

Please refer to our Reiki Policy before booking.

33. GIFT CARDS

Gift Cards are subject to our Gift Card Policy.

Please refer to the Gift Card terms before purchasing.

34. BUSINESS CONTACT DETAILS

Luminessence Naturals
42 Primrose Lane
Impington
Cambridge
CB24 9PQ
United Kingdom

Email: sales@luminessencenaturals.co.uk

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