Return and refund policy
At Luxaura.eu, we are committed to ensuring that our customers are fully satisfied with their purchases. If for any reason you are not completely happy with your jewelry purchase, our refund policy is designed to help you return the items easily and receive a refund under the conditions outlined below.
1. Refund Eligibility
To be eligible for a refund, the following conditions must be met:
- Return Timeframe: You must request a refund within 60 days from the date of delivery.
- Item Condition: The item must be unused, unworn, and in the same condition as when you received it. The item should be in its original packaging, including any tags, certificates of authenticity, or other accompanying materials.
- Exclusions: Custom-made, engraved, or personalized jewelry cannot be refunded unless the item is defective or damaged upon arrival. Please ensure all customizations are correct before placing your order.
2. How to Request a Refund
If you wish to request a refund, please follow these steps:
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Contact Us: Email us at help@luxaura.eu within 60 days of receiving your order. In your email, please include:
- Your order number
- The item(s) you want to return
- The reason for your return or refund request
- Refund Authorization: After receiving your request, we will review the details and send you instructions for the return process. If your return request is approved, we will provide you with a Return Authorization (RA) number.
- Return the Item: Carefully package the item in its original condition and packaging, and include any certificates or other included materials. We will provide a prepaid return shipping label for you easy return.
3. Refund Process
Once we receive your returned item, we will inspect it to ensure it meets the return eligibility criteria. If the return is accepted, your refund will be processed to the original payment method.
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Refund Timing: Once your return is received and processed, refunds will typically be issued within 10-12 business days. Please note that depending on your payment method, it may take additional time for the refund to appear in your account (usually 2-4 business days after processing).
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Partial Refunds: If the item is returned in a used or damaged condition (beyond normal wear and tear), we reserve the right to issue a partial refund based on the condition of the item.
4. Non-Refundable Items
Please note that the following items are not eligible for refunds:
- Customized, personalized, or engraved jewelry (unless defective or damaged upon arrival).
- Sale or clearance items (unless they are defective).
- Earrings (due to hygiene reasons).
- Gift cards.
5. Shipping and Handling Charges
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At Luxaura.eu, we offer a 60-day free refund with complimentary return shipping. If you’re not completely satisfied with your purchase, you can return it within 60 days for a full refund — no hidden fees, no return costs, and absolutely no hassle.
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Every order includes a prepaid return label, so the process is smooth, simple, and worry-free.
Your satisfaction is our priority.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at help@luxaura.eu. We will provide a prepaid return shipping label for you to send the item back, and you can choose to receive a full refund or a replacement, depending on your preference.
Please ensure you report any damage or defects within 7 days of receiving the product to ensure a smooth return and refund process.
7. Exchanges
If you wish to exchange an item for a different size, color, or style, we recommend returning the item and placing a new order for the desired item. Please contact us at help@luxaura.eu if you need further assistance with the exchange process.
8. Contact Us
If you have any questions about our refund policy or need assistance with a return, please contact us at: help@luxaura.eu
Luxaura.eu
Lux D Investment LTD