Refund and Return Policy

At LuxeGem, we are committed to ensuring your complete satisfaction with your purchase. If you are not entirely satisfied with your order, we’re here to help. Please read the following policy carefully to understand our guidelines for returns and refunds.

1. Eligibility for Returns

To be eligible for a return, please ensure the following conditions are met:

  • The item must be returned within 30 days of the delivery date.
  • The item must be unused, unworn, and in the same condition that you received it.
  • The item must be returned in its original packaging, including all tags and labels.
  • You must provide proof of purchase, such as the order number or receipt.

Items that do not meet these criteria will not be eligible for a return.

2. Non-Returnable Items

The following items are non-returnable:

  • Customized or personalized jewelry.
  • Items marked as final sale.
  • Gift cards.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our customer support team at support@luxegem.com to request a Return Merchandise Authorization (RMA) number.
  2. Provide your order number, the item(s) you wish to return, and the reason for the return.
  3. Once your return is approved, we will provide you with an RMA number and instructions on how to return the item(s).
  4. Pack the item(s) securely in the original packaging, including all accessories and documentation.
  5. Write the RMA number clearly on the outside of the package.
  6. Ship the package to the address provided in the return instructions.

4. Return Shipping

Customers are responsible for paying the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. LuxeGem is not responsible for any items lost or damaged during the return shipping process.

5. Refunds

Once we receive and inspect your returned item, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.

If your return is approved, a refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

6. Exchanges

If you would like to exchange an item for a different size, color, or style, please contact our customer support team at support@luxegem.com to arrange an exchange. Exchanges are subject to product availability. If the desired item is not available, we will process a refund instead.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@luxegem.com with photos of the damaged or defective item and its packaging. We will work with you to resolve the issue, which may include a replacement, repair, or refund.

8. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at support@luxegem.com.

9. Contact Us

If you have any questions about our Refund and Return Policy, please contact us at support@luxegem.com.