Política de reembolso
RETURN & REFUND POLICY
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At Luxumoon, every piece of jewelry is crafted with exceptional attention to detail, quality, and love. We want every customer to feel confident and completely cared for from the moment you order to long after your jewelry arrives.
This policy is designed to be honest, clear, and fair for you and for us. By placing an order with Luxumoon, you agree to the terms outlined below.
Quick Summary
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"Return shipping for standard items is [Free/Customer's Responsibility]."
"Bespoke orders initiated via virtual consultation are non-refundable due to their unique nature."
What Can Be Returned
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The following items are eligible for return within 30 days of delivery, provided all conditions below are met:
• Standard engagement rings and wedding bands ordered in their listed, unmodified configuration
• Items that are unused, unworn, and unaltered in any way
• Items returned with all original packaging, tags, care cards, and documentation intact
• Items accompanied by the IGI diamond grading certificate (required for diamonds 1 carat and above)
Non-Returnable Items
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Because Luxumoon specializes in made-to-order fine jewelry, the following items are final sale. This is clearly communicated on the product page and at checkout before payment is completed:
• Custom-designed jewelry ordered through a private consultation or bespoke design session
• Personalized or engraved pieces (names, initials, dates, or messages)
• Rings made to a customer's specific design specifications (metal type, stone, setting style, or shape)
• Items that have been resized, repaired, or modified after delivery
• Items marked as "Final Sale" at the time of purchase
• Gift cards
All non-returnable items are clearly labeled "Custom / Final Sale Non-Returnable" on the product page and confirmed at checkout before payment.
Return Eligibility Conditions
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To qualify for a return, the item must:
• Be unused and unworn no signs of wear, scratches, perfume, lotions, or residue
• Show no evidence of resizing, modification, repair, cleaning, or tampering
• Be returned in its original packaging with all tags, certificates, and documentation
• Include the IGI grading certificate for diamonds of 1 carat or above
Items that do not meet these conditions will be rejected and shipped back to the customer at their expense.
How to Request a Return
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All returns require pre-authorization from Luxumoon. Items sent without authorization will be refused and returned to the sender.
Step 1 - Contact us at hello@luxumoon.com within your 30-day window.
Step 2 - Provide the following: your full name, order number, reason for return, and clear photos of the item from all angles including packaging.
Step 3 - Await your RMA. Our team will respond within 2–3 business days with a Return Merchandise Authorization (RMA) number and shipping instructions.
Step 4 - Ship within 5 business days of receiving your RMA using a trackable and insured courier. Write your RMA number clearly on the outside of the package.
Return Shipping
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• Standard returns: The customer is responsible for all return shipping costs, including tracking and insurance coverage.
• Defective or incorrect items: Luxumoon will provide a fully prepaid return shipping label no cost to the customer.
We strongly recommend shipping with FedEx, UPS, or DHL and retaining your tracking receipt until your refund is confirmed. Luxumoon is not liable for items lost or damaged during return transit.
Inspection & Refund Processing
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Once received, every returned item is inspected by our quality control team under professional magnification. This process protects both you and us.
We verify: the authenticity of the original diamond and setting; presence of all documentation and certificates; overall condition showing no wear, tampering, or substitution; and that the item matches the original order specifications and pre-dispatch photographs.
If the return is approved:
• A 100% refund is issued to your original payment method
• Refund processing time: 5–10 business days after inspection approval
• Your payment provider may take an additional 3–5 business days to reflect the credit
If your original payment method is no longer available (e.g. expired card or closed account), we will issue a refund via store credit or bank transfer. Please contact us to arrange this before shipping your return.
Damaged or Defective Items
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We stand behind the quality of every piece we make. If your item arrives damaged or defective, please notify us within 7 days of delivery.
Email hello@luxumoon.com and include: your order number, clear photos of the item from multiple angles, and photos of the original packaging (including any exterior damage).
After review, we will arrange a repair, replacement, or full refund and cover all return shipping costs. Reports submitted after 7 days of delivery may not qualify for a defect claim, as we are unable to verify whether damage occurred post-delivery.
Free Resizing
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We want your ring to fit perfectly. Luxumoon offers one complimentary resize within 30 days of delivery. To request resizing, email hello@luxumoon.com. The customer is responsible for return shipping to us; we will ship the resized ring back at no charge.
Please note: Once a ring has been resized, it is no longer eligible for return or exchange. Resizing constitutes a modification to the item and voids return eligibility.
Diamond Certificate Requirement
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All Luxumoon diamonds of 1 carat or above are certified by the International Gemological Institute (IGI). This certificate must be returned with the item for any return to be accepted.
• Missing certificate: the replacement cost (typically $150–$300 USD) will be deducted from your refund
• Damaged certificate: a partial deduction may apply based on the current replacement cost
• Diamonds under 1 carat: no certificate required for return eligibility
We record every certificate number at the time of dispatch. This protects both parties in the event of any dispute.
Exchanges
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To exchange your item for a different design, style, or size, contact us within 30 days of delivery. Exchange items must meet the same eligibility conditions as returns. Price differences will be charged or credited accordingly. Custom and personalized items are not eligible for exchange.
Order Cancellations
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• Orders cancelled within 24 hours of purchase receive a full refund
• After 24 hours, cancellation may not be possible if production has already begun
• Custom and bespoke orders cannot be cancelled once design approval has been given by the customer
To request a cancellation, email hello@luxumoon.com immediately with your order number.
International Orders
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Luxumoon ships to the USA, Canada, Europe, Australia, and select countries worldwide.
• International customers are responsible for all return shipping costs
• Customs duties, import taxes, and government fees paid upon delivery are non-refundable
• Please mark all return packages clearly as "Returned Merchandise No Commercial Value" to avoid additional customs charges
• Luxumoon is not responsible for delays caused by international customs processing
Fraud & Quality Protection
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Because we work with certified, high-value diamonds and fine jewelry, Luxumoon has thorough verification processes in place. These protect our genuine customers as much as they protect our business.
Every returned item is professionally inspected for: authenticity of the original diamond verified against certificate records and dispatch documentation; integrity of the setting with no evidence of stone removal or substitution; signs of tampering or use of non-original materials; and consistency with the original order and pre-shipment photographs taken at our facility.
If a returned item shows evidence of diamond substitution, tampering, stone swapping, or use of counterfeit materials, Luxumoon reserves the right to:
• Reject the return and ship the item back to the sender
• Withhold the refund pending further investigation
• Report the incident to the appropriate authorities and pursue legal action where warranted
We photograph and document every item before it leaves our facility. This documentation is used to verify all returns without exception.
Dispute Resolution
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We genuinely want to resolve every concern quickly and fairly. If you are unhappy with your purchase or experience, please contact us first we are committed to making it right.
• Email: hello@luxumoon.com
• Response time: 1–2 business days
If a resolution cannot be reached directly, you retain the right to pursue a dispute with your payment provider or bank. Please be aware that Luxumoon maintains complete records of all orders including delivery confirmations, tracking history, pre-shipment photographs, and customer communications which will be submitted as evidence in any disputed transaction.
Initiating a chargeback without first contacting Luxumoon may result in restriction of future purchase access. We strongly encourage direct communication as the fastest and simplest path to resolution.
Refused or Undeliverable Orders
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If an order is returned to us due to refusal of delivery, failure to pay applicable customs duties, or an incorrect shipping address provided at checkout, Luxumoon will deduct the original outbound shipping cost and any incurred return shipping fees from the refund. The remaining balance will be refunded within 5–10 business days of the item being received back at our facility.
Fair Use of This Policy
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This policy exists to protect genuine customers and ensure every Luxumoon purchase is a positive experience. We reserve the right to limit or decline returns where we identify patterns of excessive returns, misuse, or bad-faith engagement with this policy.
Contact Us
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We are always happy to help. For any questions about your order or this policy, please reach out:
• Email: hello@luxumoon.com
• Response time: 1–2 business days
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