60 Days Return & Exchange Policy
Your Satisfaction is our Number One Goal.
Luxnecklace.com wishes to deliver joy to every customer, so our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. To suit different occasions, we work out Defective Return and General Return, please match your occasions with either returns in the below, our experienced customer service staff will guide you through our easy return or exchange policy.
A few items can't be returned, including:
- Customized items, including customized size, engraved, customized color, customized stone cut, customized stone size, are not returnable. (Custom sizes are those that charge extra $20)
- Items that were worn, or sent to you as Replacement/Exchange cannot be returned again.
- Items without tag.
Please note: Any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns centre.
Return & Exchange Conditions:
- The return request must be initiated within 60 days from the date on which the goods were delivered.
- All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
To qualify for a defective return, one of the following must apply:
- The item is broken, defective, or has an incorrect engraving.
- Incorrect item was received
For defective return, Lux Necklace is responsible for return postage and replacement fees.
General Return/Exchange Process
Initiate a return/exchange: when you return or exchange the goods, please E-mail us at [email protected] and let us know your order number. Our customer service staff will determine the eligibility for your return/exchange request.
Ship the item back: once your request is approved, an email with return address and instructions will be sent to you. Please initiate the return/exchange within 7 days after receiving the email.
General return address: 661 Brea Canyon RD, Unit: 7, Diamond Bar, CA 91765
Kindly notes: When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
For general return, customers should be responsible for the return postage and replacement postage fees. Lux necklace does not refund any shipping fees.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-5 working days.
If you haven't received the refund within 3-5 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you've done all of this and you still have not received your refund, please contact us at [email protected]
We want your order to be made just the way you want it! Please confirm your personalization/engraving/special order information before submitting the order. Check the spelling, dates and names carefully. You are welcome to contact us at [email protected] if you have questions before placing your order.
Generally, all of the items will be put into production within 2 hours after we receive the payment. Therefore, any cancellations after that time will incur a 18% processing and material fee.