Last updated: October 6, 2026
Welcome to lumenelle. These Terms of Service ("Terms") govern your use of www.lumen-elle.com (the "Site") and purchases of our scented candles and other home products. The store is operated by SMARTWIN USA INC under the lumenelle brand. In these Terms, "lumenelle," "we," "us," and "our" refer to SMARTWIN USA INC. Our store is hosted by Shopify.
Please read these Terms before placing an order. When these Terms are presented to you in connection with a purchase, placing that order indicates your agreement to the applicable Terms. Your personal information is handled as described in our Privacy Policy. Nothing in these Terms limits rights or remedies that applicable law does not allow us to exclude.
1. Who can shop with us
You must be at least 18 years old, or the age of legal adulthood where you live if higher, to place an order. If you are younger, a parent or legal guardian must make the purchase for you. Please provide accurate contact, payment, billing, and delivery information, and use only payment methods you are authorized to use.
2. Customer accounts
Our store uses Shopify customer accounts. Available sign-in methods are displayed in the sign-in interface and may include email verification and supported third-party sign-in options. Keep access to your email account and any sign-in credentials secure. Tell us promptly if you believe your account or an order has been used without your permission. We will investigate reported unauthorized activity; applicable payment and consumer-protection rights continue to apply.
3. Product information and availability
We aim to describe our products accurately. Colors may appear different on different screens, and reasonable differences in appearance may occur between individual products. Scent descriptions are intended to help you choose a fragrance; individual preferences and perception vary. These statements do not excuse a material mismatch with the product description, a defect, or an unsafe product.
Availability may change. We may set reasonable quantity limits or decline orders involving suspected fraud, unlawful activity, or unauthorized resale. If we cannot fulfill an item you have paid for, we will notify you and promptly refund the amount paid for that item and any related charges that must be refunded.
4. Prices, payments, and order acceptance
The currency, product prices, available shipping charges, and applicable taxes are shown during checkout before you pay. U.S. orders are normally displayed in U.S. dollars; use the currency shown at checkout as the final reference. Payment options are those offered at checkout. Promotions may have additional terms disclosed with the offer.
An automatic order acknowledgment confirms receipt of your order; it does not guarantee that an unavailable item can be supplied. We will contact you if a material pricing or product-information error affects your order. We will not increase an agreed price or substitute a materially different product without your agreement. If the issue cannot be resolved or an order is canceled, any payment collected for the canceled items will be promptly refunded.
5. Shipping, delivery, and cancellations
Shipping destinations, options, costs, and any stated processing or shipment times are disclosed on the Site or at checkout. Carrier delivery estimates are estimates unless expressly described as guaranteed. Please check your delivery address before ordering and contact us promptly if it needs to be corrected. We will try to help, but changes may not be possible once an order has shipped.
For U.S. orders, we will ship within the time stated for your order or, if no shipment time is stated, within 30 days, as required by applicable law. If we cannot ship on time, we will notify you of the delay, provide a revised shipment date when available, and explain your cancellation and refund options. We will obtain any consent required by law for a delayed shipment and promptly refund unshipped merchandise when required.
If you want to cancel, contact us as soon as possible. An order that has already shipped may need to be handled as a return. If tracking indicates delivery but you cannot locate your package, or it appears lost in transit, contact us so we can investigate with the carrier. A carrier scan does not by itself eliminate any rights you have under applicable law.
6. Returns and refunds
You may request a return of an unused, unburned product within 30 days after delivery by contacting us with your order number. Items should be returned in their original packaging with included accessories. Please obtain return instructions before sending anything back. Contact us if packaging was damaged during delivery or if a disability makes a return requirement difficult; we will review the circumstances.
For a change-of-mind return, you are responsible for reasonable return-shipping costs. Original shipping charges are not refunded unless required by law or the return results from our error. If an item arrives damaged, defective, materially different from its description, or incorrect, contact us promptly. Please retain the item and packaging if it is safe to do so. We will review the issue and provide an appropriate replacement, refund, or other remedy, including necessary return-shipping costs, as required by law. Do not light or use a damaged candle.
After receiving a return, we will notify you of the outcome and process any approved refund to the original payment method without unreasonable delay. Your payment provider may need additional time to post it. Any item-specific exception to voluntary returns must be clearly disclosed before purchase. No voluntary-return deadline or condition limits your rights regarding defective, misdescribed, or unsafe products.
7. Candle safety and intended use
Read and follow the warnings and care instructions supplied with your candle and our Candle Care guide. Never leave a burning candle unattended. Keep candles away from children, pets, drafts, and materials that can catch fire. Use an upright, stable, heat-resistant surface. Do not move a candle while it is burning or while its container or wax is hot. Follow the wick-care, burn-time, and remaining-wax limits on the product label.
Do not use a cracked or damaged container. Candles and fragrance materials are not food and should not be ingested or applied to skin. Stop use if you experience discomfort from a fragrance and seek appropriate advice if needed. Our products are for their stated home-fragrance or decorative uses; they are not offered as medical treatments. These instructions do not waive our responsibility for product safety or any applicable product warranty.
8. Privacy and communications
Our Privacy Policy explains how personal information is collected, used, and shared, including information processed by Shopify. Use Your Privacy Choices where applicable. We may send communications needed to manage your order or account. Promotional email or other marketing communications are subject to applicable consent rules and the unsubscribe options provided. Buying a product does not, by itself, consent to every form of marketing.
9. Acceptable use and website content
Please do not use the Site for unlawful conduct, fraud, harassment, unauthorized access, harmful code, or activities that interfere with other customers. Do not misrepresent your identity or infringe another person's rights. Site content, branding, designs, and product images belong to lumenelle or their respective owners. You may use the Site for personal shopping and save information reasonably needed for your purchases. Other commercial reproduction or use requires permission or another valid legal basis.
10. Reviews and feedback
If you submit a product review or other content intended for public display, you confirm that you have the right to submit it. You grant us a nonexclusive, royalty-free permission to display, reproduce, and format that content for the purpose for which it was submitted. You retain ownership. Private support messages are not treated as public testimonials without permission.
Reviews must be honest and must disclose any material connection or incentive where required. We do not prohibit honest negative reviews or require you to waive rights protected by law. We may moderate unlawful content, personal information, spam, or irrelevant material using consistent standards rather than suppressing reviews merely because they are negative.
11. Third-party services
Shopify and other providers supply services such as accounts, payments, shipping, and selected website features. Their applicable terms and privacy notices may also govern your use of those services. We are the seller of lumenelle products purchased from this store; Shopify's role as platform provider does not replace our obligations to you. Links to other websites do not mean that we control or endorse their content.
12. Website availability, warranties, and liability
We work to keep the Site accurate and available, but interruptions and errors can occur. To the extent permitted by law, the Site's informational features are provided on an "as available" basis. This statement does not disclaim product descriptions, express product warranties, or warranties and remedies that applicable law requires.
To the extent permitted by applicable law, we are not responsible for indirect or consequential losses arising from use of the Site that were not reasonably foreseeable. No limitation in these Terms applies where prohibited by law, or excludes liability for fraud, willful misconduct, gross negligence, or death or personal injury caused by our negligence. Some states do not allow certain warranty exclusions or limits on damages; in those states, only legally permitted exclusions or limits apply.
13. Resolving concerns and protecting your rights
Please contact us first if you have a concern so we can try to resolve it. This is a request, not a mandatory step that delays a legal deadline or prevents you from contacting a regulator, payment provider, court, or other appropriate authority. These Terms do not require binding arbitration, waive class-action rights, or limit access to an eligible small-claims court. Mandatory federal, state, and other applicable consumer-protection laws continue to apply. We do not require U.S. consumers to bring disputes in a foreign court.
14. Changes to these Terms
We may update these Terms for future use of the Site and future orders. We will post the updated text and revision date, and give any additional notice or obtain any consent required by law. Changes will not retroactively reduce rights relating to an order already placed without your agreement and a valid legal basis.
15. General provisions
If a provision is unenforceable, it will be limited or separated only as permitted by law, and the remaining provisions will continue to apply. Our failure to enforce a provision on one occasion does not waive it for another occasion. Specific terms clearly disclosed for your order apply to that order, subject always to mandatory law. These Terms are intended to be read together with the product information and policies presented before purchase.
16. Contact lumenelle
Store operator: SMARTWIN USA INC, operating as lumenelle.
Email: administrator@lumen-elle.com
Phone: +1 (747) 373-2505
Online: Contact us
Correspondence address: Building 12, Lvdi Mingdi Mansion, Wuchang District, Wuhan, Hubei 430015, China. This is not a return address; obtain return instructions before mailing a product.