Refund policy

LUMOS ARTISANAL HOUSE

Refunds, Returns & Exchanges

Last updated: 17 August 2026

1. Our approach

LUMOS Artisanal House is a small artisan perfume house based in Muscat, Sultanate of Oman. Every extrait is compounded, macerated, filtered and filled by hand in limited numbered batches, and every bottle is individually inspected before dispatch.

Fragrance is also deeply personal. A scent that is extraordinary on one person may not suit another, and no description can fully prepare you for a composition. For that reason we encourage you to order a sample or discovery vial before committing to a full bottle wherever one is offered.

This policy explains when we can accept a return, when we cannot, and how refunds work. Nothing in this policy limits or removes any right granted to you by Omani law.

2. Your statutory rights in Oman

Under the Consumer Protection Law of the Sultanate of Oman (Royal Decree 66/2014) and its implementing regulations, you are entitled — within fifteen (15) days of receiving your order — to replacement, return or refund of the value of the product, at no additional cost to you, if the product is:

● defective;
● not compliant with the applicable standard specifications; or
● unfit for the purpose for which it was purchased.

These rights apply regardless of anything else stated on this page. Where our own policy below is more generous than the law, the more generous term applies.

3. Returns window

Situation

Deadline to notify us

Damaged, leaking or broken on arrival

48 hours from delivery 

Wrong item or wrong variant received

7 days from delivery 

Faulty atomiser, crimp, or defective product

15 days from delivery 

Change of mind (sealed, unopened bottles only)

14 days from delivery 

 

Once a return is authorised by us, the item must be shipped back within 7 days of authorisation.

4. What we can accept

To be eligible for return or exchange, an item must be:

● Unopened and factory-sealed — the cellophane, seal or security band intact and unbroken; 
● in its original outer carton, undamaged and not written on or taped over;
● complete — bottle, cap, presentation box, authenticity or numbering card, pouch, and any gift components; and 
● accompanied by proof of purchase (order number, order confirmation email, or invoice).

We reserve the right to refuse a return, or to apply a partial refund, where the item arrives back to us opened, used, decanted, damaged in transit due to inadequate packing, or missing components.

5. What we cannot accept

For reasons of hygiene, product safety, and the integrity of our limited editions, the following cannot be returned or exchanged except where the item is defective, not as described, or otherwise covered by your statutory rights under Section 2:

● Opened or used fragrance — any bottle where the seal has been broken or the atomiser sprayed, even once; 
● Samples, discovery sets, decants and travel vials — these are sold specifically for trial and are non-returnable by their nature; 
● Gift cards and digital vouchers; 
● Personalised items — engraved, monogrammed, hand-lettered or custom-numbered on request; 
● Bespoke or made-to-order compositions prepared to your brief; 
● Items sold as final sale, clearance, or last-of-batch, where clearly marked as such at the time of purchase.

Please note: numbered limited-edition bottles remain returnable while sealed. Once the seal is broken, the bottle can no longer be reissued as part of the numbered run and cannot be accepted back.

6. If your order arrives damaged or faulty

Fragrance is glass and liquid, and couriers are not always gentle. If anything is wrong, we will make it right.

Contact us within 48 hours of delivery at shathan007@gmail.com with: 

1. Your order number;
2. Photographs of the bottle, the atomiser or crimp, the presentation box, the outer shipping carton, and the courier label;
3. A short description of the fault.

The photographs of the shipping carton and label are essential — we need them to file a claim with the courier on your behalf.

If the item is confirmed as damaged, leaking, faulty or incorrect, we will at your choice:

● send a replacement at our cost, subject to availability of the batch; or
● issue a full refund including the original shipping charge.

You will not be asked to pay return shipping in these cases. In many instances we will not require the damaged item to be returned at all, for the shipping-safety reasons explained in Section 8 — we may simply ask you to dispose of it safely and confirm.

7. Cancellations, changes and pre-orders

In-stock orders. You may cancel or amend an order at any time before it is dispatched, for a full refund. Once the courier has collected the parcel, the order is treated as delivered stock and Sections 3–5 apply. 

Address changes. Contact us immediately. Once a parcel is in the courier network we cannot guarantee a redirection, and any courier redirection fee may be passed on to you. 

Pre-orders and limited releases. Where a bottle is offered as a pre-order, the estimated dispatch window is stated on the product page. You may cancel a pre-order for a full refund at any time before dispatch. If we are unable to fulfil a pre-order — for example, if a raw material becomes unavailable or a batch fails our quality checks — we will contact you and refund you in full without you needing to ask. 

Because our batches are small and numbered, we cannot guarantee that a specific bottle number will remain available if you cancel and reorder later.

8. Return shipping and dangerous-goods rules

Perfume extrait is an alcohol-based flammable liquid. It is classified for transport purposes as UN 1266 (Perfumery Products), Class 3, and when shipped in retail quantities it normally travels under the ID 8000 Consumer Commodityprovisions.

This matters for returns: you must not place fragrance into ordinary post or hand it to a courier as an undeclared parcel. Doing so is a breach of air-transport regulations and the parcel may be seized, destroyed, or refused, and in some jurisdictions penalties may apply to the sender.

Therefore:

● Do not ship anything back to us before we have authorised the return in writing. Unauthorised returns may be refused or may not reach us. 
● Once authorised, we will give you specific packing and declaration instructions, and where possible we will arrange the collection ourselves using our own courier account so that the shipment is correctly declared.

 

Reason for return

Return shipping cost

Damaged, defective, or not as described

We pay 

Our error (wrong item shipped)

We pay 

Change of mind

You pay, and the original outbound shipping charge is not refunded 

 

9. Refunds

Once your return reaches us, we inspect it — usually within 3 business days of arrival.

● Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.
● We process refunds within 5 business days of approval. Your bank or card issuer may take a further 5 to 14 business days to show the funds, depending on the institution and, for international cards, on interbank settlement.
● Currency and bank charges: refunds are issued in the currency of the original transaction. Where your bank applies a different exchange rate on the refund than on the purchase, or deducts an international transfer or intermediary fee, that difference is outside our control and is not reimbursed by us. 
● Original shipping is refunded only where the return arises from our error or a defective product. 
● Where a bank transfer refund is required, we may ask you for IBAN and account-holder details in order to remit the funds.

We will email you when the refund is issued. If you have not received it after the periods above, contact your bank first with the refund reference we provide, then come back to us.

10. Exchanges

We are happy to exchange a sealed, unopened bottle for another fragrance or size within the return window, subject to availability.

● If the new item costs more, we will send a payment link for the difference.
● If it costs less, we refund the difference to the original payment method.
● Exchange shipping is charged at our standard rate unless the exchange arises from our error.

11. International orders, duties and refused parcels

● Customs duties, import VAT and clearance feescharged by the destination country are the responsibility of the recipient and are set by that country’s authorities, not by us. These charges are not refundable by LUMOS. You may be able to reclaim import duty directly from your local customs authority on a returned item. 
● If a parcel is refused, unclaimed, or returned to usbecause duties were not paid, an incorrect address was supplied, or delivery attempts were not answered, we will refund the value of the goods less the original shipping, any return-to-origin charges, and any duties or storage fees levied on us.
● Some jurisdictions restrict the import of alcohol-based fragrance. Please check your local rules before ordering. We cannot refund shipping on parcels held or destroyed by a destination customs authority for this reason.

12. Lost or delayed shipments

Tracking is provided for every order. If tracking has not updated for 7 business days within the GCC, or 14 business days internationally, contact us and we will open a formal enquiry with the courier. Couriers typically require up to 21 days to conclude an investigation before a parcel is declared lost. Once it is declared lost, we will replace or refund your order in full.

Where tracking shows a parcel as delivered but you have not received it, please check with neighbours, building reception, and the courier’s local depot before contacting us, and let us know within 7 days of the recorded delivery.

13. Skin sensitivity and allergens

Our compositions are made with naturals and aromachemicals used within IFRA-referenced limits, and the relevant allergen declarations appear on the carton or product page.

Fragrance can nonetheless cause a reaction in sensitive individuals. We recommend applying a small amount to the inner forearm and waiting 24 hours before wider use, and we are glad to provide the allergen declaration or a Safety Data Sheet on request before you purchase.

A reaction to a correctly manufactured, correctly labelled product is not a manufacturing defect, and an opened bottle cannot be accepted back for hygiene reasons. If you are concerned, please contact us before opening the seal and we will do what we can.

14. If you are not satisfied with our response

Write to us first — most issues are resolved in a single exchange of emails, and we would much rather fix something than argue about it.

If we cannot reach a resolution, you may raise the matter with the Consumer Protection Authority of the Sultanate of Oman, which mediates disputes between consumers and businesses and can be contacted through its official channels and mobile application.

15. Contact

LUMOS Artisanal House 

Boshar Pioneers SPC  |  C.R. No. 1540214

Muscat, Sultanate of Oman

Email: shathan007@gmail.com

WhatsApp: +968 99119948

Instagram: @lumos.perfumes

Response time: within 2 business days, Sunday to Thursday.

 

This policy forms part of our Terms of Sale. We may update it from time to time; the version in force at the time of your order is the version that applies to that order.