Refund policy
Return and Refund Policy for LUXZ COMPANY
Your satisfaction is our priority. We understand that purchasing fine jewelry online is a significant decision, and we want you to feel confident in your choice. If for any reason you are not entirely satisfied with your eligible purchase, we are here to help facilitate a return or exchange.
Please read this policy carefully to understand our procedures and requirements for returns and refunds.
Eligibility for Return:
Most unworn and undamaged items in their original packaging with all original tags and certificates (such as diamond certificates) may be returned within 30 days of the delivery date.
Items NOT Eligible for Return:
- Custom or Personalized Items: Jewelry that has been customized, engraved, or specially ordered to your specifications cannot be returned.
- Worn or Damaged Items: Any item showing signs of wear, alteration, resizing (unless done by LUXZ COMPANY shop), or damage will not be accepted for return.
- Items without Original Packaging and Certificates: All original packaging, gift boxes, and accompanying certificates (e.g., GIA certificates for diamonds) must be included with the returned item. A significant replacement fee may be charged for missing certificates.
- Final Sale Items: Any items marked as "Final Sale" on the product page or invoice are not eligible for return.
Return Process:
- Initiate a Return: To initiate a return, please contact our customer service team at luxzandcompany@gmail.com within the eligible return window. Please provide your order number and the reason for your return.
- Receive Return Authorization: If your item is eligible for return, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to package and ship your return. Please do not send any returns without a valid RMA number, as they will not be accepted.
- Secure Packaging: Package the item securely in its original internal and external packaging. Include all original documentation, including the invoice and any certificates. For security reasons, please do not write "jewelry" or any other descriptive words about the contents on the exterior of the package.
- Insured Shipping: For your protection, we highly recommend that you use a reputable shipping carrier that offers tracking and insurance for the full value of the item. You are responsible for the return shipping costs and the risk of loss or damage during return transit. We will provide a prepaid return label for defective items.
- Ship the Item: Ship the securely packaged and insured item to the address provided with your RMA number.
Inspection and Refund:
Upon receiving your returned item, our quality control team will inspect it to ensure it meets our return eligibility requirements.
- If the item is accepted, your refund will be processed back to your original form of payment within 5 business days of receiving the returned item. Please note that it may take additional time for the refund to appear on your statement depending on your payment provider.
- Original shipping charges are non-refundable.
- If the item is not accepted for return based on this policy, we will notify you and the item will be returned to you at your expense.
Exchanges:
If you wish to exchange an eligible item for a different size or style, please contact our customer service team to arrange the exchange. Exchanges are subject to the same eligibility criteria as returns.
Defective or Incorrect Items:
If you receive a defective or incorrect item, please contact us immediately upon receipt at luxzandcompany@gmail.com. We will provide instructions on how to return the item and will cover the return shipping costs. We will then, at our option, either replace the item or issue a full refund, including the original shipping charges.
Cancellations:
Orders may be canceled within 8 hours of being placed, provided the item has not yet been shipped or production has not begun on custom or personalized pieces. To request a cancellation, please contact us immediately.
- Returns accepted for 30 days
- Customer provides return shipping
- 10% restocking fee for some items
- No final sale items
Customer provides return shipping
No final sale items
10% restocking fee
Legal Disclaimer:
This return and refund policy is subject to change without prior notice. This policy does not affect your statutory rights under applicable consumer protection laws.
Contact Us:
If you have any questions about our return and refund policy, please contact us at: