Refund and Returns Policy

Effective Date: January 15, 2025

At Luxe Gem Design, we prioritize your satisfaction and are committed to providing high-quality products and exceptional customer service. We understand that sometimes, purchases may not meet expectations, and we’re here to make the return and refund process as smooth as possible. This policy explains the conditions, processes, and guidelines for returning items, obtaining refunds, or addressing any concerns with your order.

1. Eligibility for Returns

You may return an item if the following conditions are met:

  • Timeframe: The item must be returned within 30 days of the delivery date.
  • Condition: Items must be in their original condition, unused, unaltered, and in the original packaging with all accompanying documentation (e.g., certificates, tags, or accessories).
  • Proof of Purchase: A receipt, order confirmation, or any other proof of purchase is required.

1.1 Non-Returnable Items

Certain items are not eligible for returns, including:

  • Customized or Personalized Jewelry: Items specifically designed or modified per your request.
  • Gift Cards: Non-refundable and cannot be exchanged for cash.
  • Final Sale Items: Items explicitly marked as “final sale” at the time of purchase.

2. Refund Policy

We strive to process refunds efficiently. Refunds are subject to the following conditions:

2.1 Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund request.
  • If approved, the refund will be processed within 7-10 business days and issued to your original payment method.

2.2 Shipping Costs

  • Non-Refundable Shipping: Original shipping costs are non-refundable unless the return is due to a defect or an error on our part.
  • Defective or Damaged Items: For returns related to defects or damages, we will cover the return shipping fees.

3. Exchange Policy

We understand that you may prefer an exchange instead of a refund. Exchanges are available under the following terms:

  • Defective or Damaged Items: Exchanges are offered for items that arrive defective or damaged.
  • Exchange Timeframe: Requests for exchanges must be initiated within 7 days of receiving the product.
  • Process: Contact us at contact@luxegemdesign.com with your order details and photos of the issue.

4. Handling Defective or Damaged Items

Your satisfaction is our priority, and we are committed to resolving issues with defective or damaged products.

4.1 Steps to Address Issues

  1. Notify us within 7 days of receiving the item.
  2. Provide clear photos or videos of the defect/damage along with proof of purchase.
  3. Choose between a replacement, repair, or refund based on the severity of the issue.

4.2 Return Shipping Costs for Damaged Items

  • We will cover return shipping costs for defective or damaged items.

5. How to Initiate a Return

Follow these steps to return an item:

  1. Contact Us:
    Email contact@luxegemdesign.com with your order number, reason for the return, and any supporting documentation (e.g., photos for defective items).

  2. Return Authorization:
    Upon approval, you will receive a Return Authorization Number (RA#) and detailed instructions for returning your item.

  3. Prepare Your Package:

    • Ensure the item is securely packed to prevent damage during transit.
    • Include all original documentation and accessories.

  4. Ship Your Item:
    Use a trackable shipping service and consider purchasing insurance for high-value items. Luxe Gem Design is not responsible for items lost or damaged in transit.

Return Address

Luxe Gem Design
5813 S Illinois Ave
Cudahy, Wisconsin (WI)

6. International Returns

For customers outside the United States, the following additional guidelines apply:

  • Shipping Costs: Customers are responsible for return shipping fees, including any customs duties or taxes.
  • Documentation: Ensure all required customs documentation is included to avoid delays.

7. Processing Times

  • Inspection: Once we receive your returned item, our team will inspect it within 5 business days.
  • Notification: You will be notified via email regarding the status of your refund or exchange.

8. Contact Us for Assistance

We are here to help! If you have any questions about this Refund and Returns Policy or need assistance, please reach out to us:

9. Additional Policies and Disclaimers

9.1 Unauthorized Returns

Items returned without a Return Authorization Number (RA#) may be refused or delayed in processing.

9.2 Lost or Damaged Returns

Luxe Gem Design is not responsible for items lost or damaged during return transit. We recommend using a reliable shipping service with tracking and insurance.

9.3 Policy Updates

This Refund and Returns Policy is subject to change. Updates will be posted on this page with the revised effective date.

Thank you for choosing Luxe Gem Design. Your satisfaction is our top priority, and we are dedicated to providing you with a positive shopping experience!