Legal
Fair, transparent policies for custom, wholesale and export jewellery orders.
Because each custom piece is made to a client's specific design, metal, stone and size requirements, custom orders cannot be returned for a refund once production has begun. We share detailed CAD renders, samples or photographs for approval before manufacturing to ensure alignment.
If a piece arrives materially different from the approved specification or with a manufacturing defect, notify us within 7 days of receipt. We will repair, replace or rework the item at our cost.
Wholesale and export orders are confirmed against signed specifications and samples. Returns are accepted only for defects or non-conformance to the agreed specification. Refunds are issued after inspection and verification of the returned goods.
To initiate a return, contact us with your order reference and photographs of the concern. We will provide return instructions, including secure packaging and shipping requirements. Items must be returned in their original condition with all accompanying documentation.
Approved refunds are processed to the original payment method or as a credit against future orders, depending on the original agreement. Processing times vary by payment provider and jurisdiction.
Returns and refunds do not apply to items that have been resized, altered, damaged through wear, or lost after delivery. Natural variations in gemstone colour and inclusions within the agreed tolerance are also excluded.
For return or refund enquiries, write to info@lucksolitaires.com.
