Overview
Due to hygiene reasons and in line with UK health and safety standards, we do not accept returns or offer refunds on jewellery products once they have been purchased, unless the item is faulty.
- Faulty Items: If your item is faulty, you are entitled to a full refund, repair, or replacement in accordance with the Consumer Rights Act 2015. Faults must be reported to us within 30 days of receiving your order.
- Non-Returnable Items: All jewellery is non-returnable and non-refundable, unless faulty.
We take great care to ensure the quality of our products and inspect each item before dispatch.
Refunds
In the rare event that a fault is confirmed, you will be notified by email once we have received and inspected your returned item.
We will then confirm the approval or rejection of your refund.
Refunds are only issued if the item is verified as faulty.
If approved, your refund will be processed to your original method of payment within a set number of days.
Please note, we reserve the right to refuse a refund if the item does not meet the fault criteria upon inspection.
Late or missing refunds
If you have not yet received your refund, please take the following steps:
- Check your bank account again to confirm if the refund has been received.
- Contact your bank card provider, as it may take some time before the refund is officially posted.
- Contact your financial services, as there is often a processing period before a refund appears on your statement.
If you have completed all of the above steps and still have not received your refund, please contact us at support@luxeorajewels.co.uk.
Sale items
Only regular-priced items are eligible for a refund.
Sale items are final sale and cannot be refunded.
Shipping returns
Customers are responsible for paying their own shipping costs for returned items.
Shipping costs are non-refundable. If a refund is approved, the original shipping cost will be deducted from your refund.
Please note, depending on your location, the time it may take for an exchanged product to reach you may vary.
For higher-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
We do not guarantee receipt of returned items without proof of delivery.
Need help?
Contact us at eshal@luexeorajewels.co.uk for questions related to refunds and returns.