LUMÉRNA™

Legal

Refund & Return Policy

Last updated: February 23, 2026

1. Return Window

We accept returns within 30 days of delivery for most products. Items must be unused, in their original packaging, and in the same condition you received them.

2. Non-Returnable Items

  • Custom, engraved or made-to-order jewellery
  • Earrings and other pierced jewellery once the hygiene seal is opened (for health and safety reasons)
  • Items marked as final sale
  • Gift cards
  • Products damaged due to misuse or altered by a third-party jeweller

2a. Jewellery Return Conditions

  • Items must be returned in their original condition with the tamper-evident tag intact, in the original LUMÉRNA packaging.
  • Any certificate of authenticity, hallmark card or appraisal shipped with the piece must be returned with it; missing certificates may reduce the refund by the cost of re-certification.
  • For damage, defect or wrong-item claims, unedited unboxing photos or video showing the sealed package being opened help us resolve claims quickly and are required for international orders.

3. How to Initiate a Return

  1. Contact us at [email protected] with your order number and reason for return.
  2. We will provide a return authorization number and shipping instructions.
  3. Ship the item back using the provided instructions within 7 days — use the insured, trackable method we specify; jewellery returned by uninsured post is at your risk.
  4. Once received and inspected, we will process your refund.

4. Refund Processing

  • Refunds are issued to the original payment method within 5–10 business days.
  • Shipping costs are non-refundable unless the return is due to our error.
  • Partial refunds may be issued for items not in original condition.

5. Exchanges

We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order.

6. Damaged or Defective Items

If you receive a damaged or defective item, contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no extra cost.

7. Founder Circle Refunds

Founder Circle pledges may be refunded within 14 days if the campaign has not yet closed. After the campaign closes, refunds are handled on a case-by-case basis. Contact us for details.

8. Contact

For refund inquiries, email [email protected].