Cancellation & Refund Policy
At Lua Jewelry, we take pride in the quality and craftsmanship of our products. Each piece is carefully made/curated, and we strive to ensure that our customers are completely satisfied with their purchase.
Order Cancellations
Orders can be cancelled within 24 hours of purchase by contacting us at contact@luajewelry.com.
Once your order has been processed, packed, or shipped, it can no longer be cancelled.
Refunds & Returns
As most of our products are custom-made/personalized, we are unable to accept returns or provide refunds unless the item arrives damaged, defective, or incorrect.
For non-customized items (if applicable), you may request a return within 7 days of delivery, provided the product is unused, in its original packaging, and in resaleable condition.
Refunds, once approved, will be processed to your original method of payment within 7–10 business days.
Damaged or Incorrect Items
If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery with photos/videos of the product and packaging.
We will arrange a replacement or issue a full refund at no extra cost to you.
Non-Refundable/Non-Returnable Items
Customized, made-to-order, or personalized items are not eligible for cancellation, returns, or refunds unless faulty or damaged on arrival.
Gift cards and sale items are also non-refundable.
How to Request a Cancellation/Refund
To request a cancellation, return, or refund, please contact us at contact@luajewelry.com with your order number and reason for the request. Our customer support team will guide you through the next steps.