Refund policy

Warranty:

  • Sterling Silver Rings: 3-month warranty against manufacturing defects. This warranty does not cover customer negligence or wear and tear. We will gladly repair any manufacturing issues within this period.
  • Gold Rings: 6-month warranty against manufacturing defects. This warranty does not cover customer negligence or wear and tear. We will repair or replace the ring (depending on the issue) if any manufacturing defects arise within this period.

Non-Returnable Items:

We do not accept returns for the following reasons:

  • Incorrect sizing selected by the customer
  • Change of mind
  • Unopened/untouched parcels after payment has been made and no physical damage to the parcel and/or item(s) can be identified
  • Incorrect care of rings
  • Each ring is made to order, making these returns impossible to facilitate.
  • Sale items.

Any errors resulting from incorrect information provided by the customer are not grounds for refund or return. All products are made to order or custom.

Customer Negligence:

LM Jewellers is not responsible for negligence or fading due to wear and tear. This includes scratches, bending, peeling, and damage to rhodium (silver rings) or scratches on gold. Please refer to our Care Instructions page for recommendations on how to keep your pieces safe. We hold the right to cut off communication if Luxe in its entirety is being treated unethical in any way or form by customers without any bases, proof etc 

 

Manufacturing Issues:

If you experience a manufacturing issue (loose stones, broken or damaged prongs, etc.), please contact us via email within 7 days of delivery. Include an image, a description of the issue, and proof of purchase. We will respond within 24 hours.

Gold Plating:

Please note that LM Jewellers is not responsible for the natural wear and tear of gold-plated items. 10K solid gold is not the same quality as plated gold. While proper care is recommended, fading due to natural substances and climate factors is inevitable. Re-plating can be done professionally at your local jeweler. LM Jewellers does not offer any jewelry services.

Order Cancellations:

You may cancel your order within 48 hours of payment. After 48 hours, cancellations are not possible.

Refunds

LM Jewellers is not responsible for courier hijacking or loss of parcels once they leave our premises. You may contact us to insure your parcel at an additional cost. Orders containing sale items are not eligible for refunds. An internal investigation will take place on any order only for physically damaged or defective items and/or packaging. An investigation will not take place, if parcel or items are not defected in any way this includes the package and/or the product, the investigation will be forfeited.

Upon investigation, if any form of miscommunication is made which implies any form of transaction prior to the an investigation being communicated to the customer will not be final, only after an investigation as been communicated to the customer, a final decision will be made by the necessary parties/individuals in the company and will be communicated to the customer, we are in our right to hold our policy against any claim(s) made from any party outside of Luxe.

We will only accept Pudo locker returns any courier chosen by the customer will be at their own expense, a final arrangement will be communicated with the customer.

Dispute Resolution

In the event of a dispute, we refer to the Consumer Goods and Services Ombud (CGSO) as per the South African Consumer Protection Act.

We are committed to fair and transparent resolution of all customer concerns within the framework of South African consumer protection laws.

Legal Protection

This policy is in compliance with the South African Consumer Protection Act 68 of 2008, which recognizes the special nature of custom-made goods.

As per Section 55(6)(b) of the Act, a consumer has no right to return goods or claim a refund if they have been specifically made for that consumer.

 

Please Note:

By placing an order with Luxe Moissanite, you acknowledge and agree to the terms of this Refund Policy.