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Refund and Returns Policy

Last updated: September 2025

At Luma Moissanite, we take pride in offering fine moissanite jewelry with factory-direct quality and pricing. Every piece is shipped directly from our manufacturing facility in China. We want you to love your purchase, but if for any reason you are not satisfied, our return and refund policy is designed to be fair, clear, and secure.

1. Eligibility for Returns

  • You may request a return within 30 days of receiving your order.

  • Items must be returned in their original condition, unused, and with all original packaging, certificates, and accessories.

  • Personalized, engraved, or made-to-order jewelry is non-returnable, unless defective or damaged upon arrival.

  • Gift cards, promotional items, or final sale items are not eligible for return.

2. Return Process

  1. Contact our customer service at info@lumamoissanite.com with your order number and reason for return.

  2. Our team will provide you with a Return Authorization (RA) number and the appropriate return shipping address.

  3. Pack the item securely and include all original materials. Unauthorized returns may be rejected.

  4. Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

3. Refunds

  • Once we receive and inspect your returned item, we will notify you via email regarding approval or rejection.

  • Approved refunds will be issued to your original payment method within 5–10 business days.

  • Shipping fees (including the flat $8.9 charge for orders under $100) are non-refundable.

  • If you received free shipping, the equivalent shipping cost ($8.9) may be deducted from your refund unless the return is due to our error.

4. Exchanges

  • We currently do not support direct exchanges.

  • If you wish to change an item, please request a refund and place a new order.

5. Damaged, Defective, or Incorrect Items

  • If you receive a damaged, defective, or wrong product, please contact us within 7 days of delivery at info@lumamoissanite.com.

  • Please provide photos of the item and packaging to help us resolve the issue quickly.

  • In these cases, we will cover the return shipping cost and arrange a full refund or replacement.

6. International Returns & Customs

  • Since all products are shipped from our factory in China, international returns may be subject to customs duties or taxes in your country.

  • These fees are the responsibility of the customer.

  • Please clearly mark the return as “Returned Goods” to avoid unnecessary customs charges.

7. Non-Delivery or Lost Packages

  • If your order does not arrive within 45 days after shipment due to carrier loss, you are eligible for a full refund.

  • All shipments are insured, and we will handle claims on your behalf.

8. Contact Us

If you have questions about our Refund & Return Policy, please contact us:

📌 Brand Name: Luma Moissanite
📍 Registered Office: SUITE 20388, 61 BRIDGE STREET, KINGTON, UNITED KINGDOM, HR5 3DJ
📧 Email: info@lumamoissanite.com