RETURNS & EXCHANGES POLICY
If you would like to return or exchange your piece of LUAH jewelry you can quickly use our Returns Portal to do so. We are happy to offer you either a full refund for your product or an exchange credit for any product of equal or less value.
We offer returns/exchanges 30 days from delivery for all jewelry, including rings, bracelets, necklaces and earrings.
To be eligible, all items must be returned in their original packaging and show no signs of wear, tear, or damage. All situations related to our Lifetime Color Warranty or 6 Month Breakage Warranty are eligible for return/exchange.
(Please Note) Items that are not eligible for return/exchange include the following situations:
- Items purchased with a Gift Card or Voucher.
- Individual items from our jewelry stacks collection. Products in stacks must be returned/exchanged as a set.
- Earrings that have been worn are not eligible for return for hygiene reasons.
- Clearance items that have been clearly labeled as not eligible for returns/exchange. Regular sale items are eligible for returns and exchanges.
For all detailed questions about returns and exchanges please reference the help section below or reach out to a member of our Customer Care team.
Returns & Exchanges Help
What is the return/exchange process?
We try to keep returns & exchanges as straight forward and easy as possible.
You can submit your return/exchange in our self-service Returns Portal.
Once we have received the package, we will double check the pieces and then immediately begin processing your refund/exchange.
How do I make a return/exchange?
1. Collect your order # and confirmation e-mail.
2. Submit your return/exchange via our self-service Returns Portal.
3. Ship your return/exchange according to the instructions in the portal.
What is your refund policy?
Upon receipt of items, the credit card originally used for purchase will be credited with the cost of the goods, minus any shipping fees we incurred. A deduction of shipping fees is made at the following flat rates:
- United States (15 USD)
- Australia (24 AUD)
- Singapore (17 SGD)
- Hong Kong (30 HKD)
- Europe (12 EUR)
We will process your refund within 3-5 days of receiving the jewelry at the warehouse.
*Note that credit card companies can take an additional 7 working days to process refunds in your account.
What items are eligible for return/exchange?
We offer returns/exchanges 30 days from delivery for all jewelry, including rings, bracelets, necklaces and earrings.
To be eligible, all items must be returned in their original packaging and show no signs of wear, tear, or damage. All situations related to our Lifetime Color Warranty or 6 Month Breakage Warranty are eligible for return/exchange.
Items that are not eligible for return/exchange include the following situations:
- Items purchased with a Gift Card or Voucher.
- Individual items from our jewelry stacks collection. Products in stacks must be returned/exchanged as a set.
- Clearance items that have been clearly labeled as not eligible for returns/exchange. Regular sale items are eligible for returns and exchanges.
Returns & LUAH's Breakage Warranty
Breakage Warranty
We offer a 6 Month Breakage Warranty on all of our products.
If you ever receive a defective piece, please fill out a Return/Exchange request via our Returns Portal.
You will be asked for photos or videos showing the faulty item. If our team is able to verify the issue, we will immediately ship you a replacement piece of jewelry or equivalent store credit if the item is no longer in stock.
If the item is broken after the 6 month period since order receipt, we will not be responsible for replacement or repair.
We are not responsible for lost items, either within the exchange period or after.
Returns & LUAH's Lifetime Color Warranty
Lifetime Color Warranty
LUAH offers a Lifetime Color Warranty on all of our products. If you ever notice any problems with your pieces plating during the warranty period please fill out a Return/Exchange request in our Returns Portal. You also can email our team directly at customercare@luahjewelry.com.
You will typically be asked for photos or videos showing the faulty item. If our team is able to verify the issue, we will immediately ship you a replacement piece of jewelry or equivalent store credit if the item is no longer in stock.
Please note that our Lifetime Color Warranty does NOT cover breakages, scratches, loss of product, or damage to lacquer, enamel and gemstones related to regular wear and tear. The warranty only is related to the plating of the product.
Do you offer free returns/exchanges?
We do not offer free shipping on returns or exchanges at this time. During the return process, a member of our Customer Care team will work to ensure that any shipping costs incurred for return/exchange are kept to a minimum.
