Contents
1. At a glance
| Return window | 30 days from delivery |
|---|---|
| Condition | Unworn, undamaged, in original packaging, with certificate if supplied |
| Return shipping | Paid by you, unless the item is faulty or we sent the wrong piece |
| Refund method | Original payment method |
| Refund timing | Within 10 business days of us receiving and inspecting the item |
| Warranty | 12 months against manufacturing defects |
| Free resizing | Once, within 12 months (rings only) |
2. 30-day returns
If you change your mind, you may return most items within 30 days of delivery for a refund, provided the piece is:
- unworn and undamaged, showing no signs of use;
- in its original packaging, with all tags and protective materials;
- accompanied by the certificate, where one was supplied.
We inspect every returned piece. Items returned worn, altered, or missing their certificate may be refused or subject to a deduction reflecting the loss in value.
3. What cannot be returned
The following are final sale and cannot be returned unless faulty:
- Personalised items — anything engraved, inscribed or custom-made to your specification. Because these cannot be resold, this exclusion applies even within the 30-day window.
- Made-to-order pieces that have entered production to your chosen specification.
- Earrings and other pierced jewellery — for hygiene reasons, once the sealed packaging has been opened.
- Items damaged by misuse, accident, or unauthorised repair.
4. How to return an item
- Contact us first at support@lumera-diamonds.com with your order number and the reason for return. Please do not send anything back before we reply.
- We will confirm the return address and issue a return reference.
- Pack the piece securely in its original box, including the certificate.
- Ship using a tracked and insured service. Until the parcel reaches us it remains your responsibility, so please keep the tracking number.
- Mark the parcel clearly as a "Returned Goods" shipment to avoid it being taxed on import.
5. Refunds
- Refunds are issued to the original payment method within 10 business days of us receiving and inspecting the return.
- Your bank may take a further 3–10 days to show the credit.
- We refund the price you paid for the item. Original shipping charges and any import duties already paid are not refundable unless the item was faulty or incorrect.
- Refunds are made in USD, the currency in which the order was settled. If your card is denominated in another currency, the amount you receive may differ slightly from the amount originally debited because of exchange rate movements. This difference is set by your bank and is outside our control.
6. Exchanges and resizing
- Exchanges — the simplest route is to return the item for a refund and place a new order, so you are not left waiting on stock.
- Free resizing (rings) — we will resize a ring once free of charge within 12 months of delivery. You pay the shipping to us; we pay the return leg. Some designs, such as full-eternity or channel-set bands, cannot be resized safely — we will tell you before starting work.
- Silver rings supplied as adjustable can be gently opened or closed by hand and do not require resizing.
7. 12-month warranty
Every LUMÉRA piece is covered for 12 months from delivery against manufacturing defects, including:
- stones becoming loose or falling out under normal wear;
- clasps, settings or chains failing through faulty workmanship;
- plating defects present at the time of delivery.
Not covered: normal wear and tear, scratches, tarnishing of silver through exposure to cosmetics or moisture, accidental damage, loss, or any work carried out by a third party.
Where a defect is confirmed, we will repair the piece, replace it, or refund it — at our option and at no cost to you, including shipping both ways.
8. Faulty, damaged or incorrect items
Please tell us within 7 days of delivery if your parcel arrives damaged, or if the item is faulty or not what you ordered. Photographs help us resolve it quickly.
In these cases we cover all costs — return shipping, replacement delivery, and any duties incurred — and you may choose a repair, a replacement, or a full refund.
9. International returns
Because we ship worldwide from Hong Kong, a return crossing a border has two costs that a domestic return does not. Please read this before you send anything back.
| Situation | Who pays return shipping | Duties already paid |
|---|---|---|
| Item faulty, damaged or not as described | We do — we send you a prepaid label | We refund duties you paid, on proof |
| Change of mind | You do | Import duty already paid to your country is generally not recoverable from us — you may be able to claim it back from your own customs authority |
| Wrong size | You do (or use our free resizing instead — see §6) | Not applicable if we resize rather than return |
Mark the parcel clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" on the customs declaration. If a returned parcel arrives with import charges payable by us because it was declared as a new commercial shipment, we will deduct those charges from your refund.
We strongly recommend a tracked, insured service. Until a returned item reaches us it remains your responsibility, and we cannot refund an item we never received.
10. Before you raise a payment dispute
If something has gone wrong, please email us first. We can usually resolve a problem within two business days — far faster than a bank dispute, which typically takes 45 to 90 days and freezes the outcome for both of us in the meantime.
Raising a chargeback for a delivered order you have not attempted to return under this policy is treated as a disputed claim, and we will respond to your card issuer with delivery and signature evidence. This is set out in section 16 of our Terms of Service.
11. Contact
Email: support@lumera-diamonds.com
Please include your order number in the subject line. We reply within 2 business days.