Refund policy
Return & Refund Policy
Effective Date: [EFFECTIVE DATE]
At Luma Carat, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand your options.
1. Return Eligibility
To be eligible for a return, the following conditions must be met:
-
The return request must be submitted within [X DAYS] of receiving your order.
-
The product must be unused, unworn, and in its original condition.
-
The item must be returned with its original packaging, certificates, tags, invoices, and any complimentary items received.
-
The product must not show signs of wear, damage, alteration, resizing, engraving, or misuse.
-
The item must successfully pass our quality inspection upon receipt.
Returns that do not meet these conditions may not be accepted.
2. How to Request a Return
To initiate a return, please contact our customer support team at [EMAIL ADDRESS] within [X DAYS] of receiving your order.
Please include:
-
Order Number
-
Full Name
-
Reason for Return
-
Photos of the product (if applicable)
Our team will review your request and provide further instructions for the return process.
Please do not send any item back without prior approval.
3. Return Timeframe
Approved returns must be shipped back within [X DAYS] after receiving return authorization.
Items received after this period may not qualify for a refund or exchange.
4. Refund Process
Once your returned item is received and inspected, we will notify you of the status of your refund.
If approved:
-
Your refund will be processed to the original payment method.
-
Refunds are generally completed within [REFUND PROCESSING TIME] after approval.
-
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Shipping charges, gift wrapping fees, and other service charges (if any) are generally non-refundable unless the return is due to our error or a defective product.
5. Exchange Policy
If you wish to exchange your purchase for another item, size, or design (where applicable), please contact us within [X DAYS] of delivery.
Exchanges are subject to:
-
Product availability
-
Successful quality inspection of the returned item
-
Any applicable price difference
-
Additional shipping charges, if applicable
Customized or personalized jewelry may not be eligible for exchange.
6. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or you receive the wrong item, please notify us within [X DAYS] of delivery by emailing [EMAIL ADDRESS].
To help us resolve the issue quickly, please provide:
-
Your Order Number
-
Clear photographs of the product
-
Images of the packaging
-
A brief description of the issue
After verification, we will offer an appropriate resolution, which may include a replacement, repair, exchange, or refund, depending on the circumstances.
7. Non-Returnable Items
The following items are generally not eligible for return or refund unless they arrive damaged or defective:
-
Customized or personalized jewelry
-
Engraved products
-
Resized jewelry
-
Special-order or made-to-order items
-
Gift cards
-
Products showing signs of wear, misuse, or alteration
-
Items returned without original certificates, tags, or packaging (where required)
8. Return Shipping Costs
Our return shipping policy is as follows:
-
If the return is due to a damaged, defective, or incorrect product, [STORE NAME] will bear the return shipping cost.
-
For all other eligible returns, the customer is responsible for return shipping charges unless otherwise stated.
We recommend using a trackable and insured shipping service for returning valuable jewelry. [STORE NAME] is not responsible for items lost or damaged during return transit.
9. Cancellation Policy
Orders may be cancelled before they are processed or dispatched.
Once an order has been shipped, cancellation may no longer be possible, and the order will be subject to this Return & Refund Policy.
Please contact us immediately at [EMAIL ADDRESS] if you wish to request a cancellation.
10. Inspection and Approval
All returned products undergo a quality inspection upon arrival.
If a returned item does not meet the eligibility requirements outlined in this policy, we reserve the right to decline the return and send the item back to the customer.
11. Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us:
[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]
Our customer support team will be happy to assist you.