Refund policy

Last updated: October 9, 2026

We want every LUMORYN order to arrive as expected and feel right from the moment it is opened. If you change your mind or experience an issue with your purchase, the following policy explains how returns, exchanges, and refunds are handled.

This policy applies to purchases made directly through lumoryn.com.

30-Day Returns

You may request a return within 30 days of receiving your order.

To qualify for a change-of-mind return, the item must:

  • Be unworn, unused, unaltered, and in its original condition

  • Include its original packaging, pouch, accessories, and any certificates supplied with it

  • Have the original LUMORYN Return Tag, Security Seal, or Hygiene Seal attached and intact, where supplied

  • Be free from damage, marks, odors, modification, or signs of wear

  • Be returned as a complete set where the product was purchased as part of a set or bundle

You may carefully try on your jewelry to assess its appearance and fit, but removing, cutting, replacing, or altering a Return Tag or seal will normally make the item ineligible for a change-of-mind return.

These conditions do not affect your rights if an item is faulty, damaged on arrival, incorrect, or materially different from its description.

Starting a Return

Before sending anything back, please contact our Customer Care team at support@lumoryn.com within 30 days of receiving your order.

Please include:

  • Your full name

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Clear photographs if the item is damaged, defective, or incorrect

Once your request has been reviewed, we will provide the correct return address and instructions.

Please do not send a return to the address printed on the original parcel or to any other address without receiving instructions from us first. Sending an item to an unauthorized or incorrect address may delay or prevent us from processing the return.

Return approval allows you to send the item to us for inspection. Final refund eligibility is confirmed once the returned item has been received and checked.

Return Shipping

For a standard change-of-mind return, the customer is responsible for the cost of return shipping.

Returned items should be packaged securely and sent using a reliable tracked service. Please keep your tracking number and proof of postage until the return has been completed. When return shipping is arranged by the customer, the parcel remains the customer’s responsibility until it reaches the designated return location.

If an item is confirmed to be damaged, defective, incorrect, or materially different from its description, LUMORYN will provide an appropriate return method or reimburse reasonable return-shipping costs where applicable.

Please contact us before arranging the return of a faulty or incorrect item.

LUMORYN provides complimentary standard delivery on eligible orders, so there is normally no original standard shipping charge to refund. Charges for optional express, priority, or upgraded delivery are generally non-refundable for change-of-mind returns unless required by applicable law.

Return Inspection

All returned items are inspected after arrival. We check the condition of the jewelry, the Return Tag or seal, the original packaging, and any accessories or components included with the order.

If a change-of-mind return does not meet the conditions set out in this policy, we may be unable to approve the refund. If this happens, our Customer Care team will contact you to explain the available options. Additional shipping charges may apply if the item needs to be sent back to you.

Refunds

Once an eligible return has been received, inspected, and approved, the refund will be issued to the original payment method.

Approved refunds are normally processed within 5–7 business days after inspection. We will send you an email once the refund has been issued.

Your bank, card issuer, or payment provider may then require an additional 5–10 business days to make the funds available in your account. This processing time is controlled by the financial institution and is outside LUMORYN’s control.

The refund will normally include the price paid for the approved returned item and any sales tax or VAT collected by LUMORYN in connection with that item.

Customs duties, import taxes, customs-clearance charges, brokerage fees, or similar amounts paid directly to a carrier, customs authority, bank, or other third party are outside our control and may not be refundable by LUMORYN. Currency-conversion differences and payment-provider fees are also determined by the relevant financial institution.

Refunds can only be issued to the original payment method. If that payment method is no longer available, please contact your bank or payment provider for assistance.

Exchanges

Eligible items may be exchanged within 30 days of delivery for another available size, color, finish, or variant of the same design.

All exchange items must meet the same condition requirements as a return. Exchanges are subject to stock availability and approval after the original item has been received and inspected.

If you would like a completely different design, please return the original item for a refund and place a new order.

Any shipping costs associated with a voluntary exchange will be confirmed before the exchange is completed. If an exchange is required because we sent the wrong item or the product arrived damaged or defective, LUMORYN will cover the appropriate return and replacement shipping costs.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, contains the wrong item, or appears to have a manufacturing defect, please contact support@lumoryn.com as soon as reasonably possible.

Include:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the item and affected area

  • Photographs of the outer and inner packaging if the parcel arrived damaged

Please keep the item and its packaging while we review your claim. Do not wear, repair, resize, alter, dispose of, or return the item before receiving instructions from us.

Once the issue has been assessed, we will provide an appropriate solution. Depending on the circumstances, this may include a repair, replacement, refund, or another remedy available under applicable consumer law.

Non-Returnable Items

The following items are not normally eligible for a voluntary change-of-mind return or exchange:

  • Gift cards

  • Personalized, engraved, customized, or made-to-order pieces

  • Items clearly identified as Final Sale before purchase

  • Items that have been worn, used, damaged, altered, or improperly handled

  • Items with a removed, broken, replaced, or altered Return Tag, Security Seal, or Hygiene Seal

  • Incomplete sets or items returned without required packaging, accessories, or components

A discounted or promotional item is not automatically considered Final Sale. It will only be treated as Final Sale if this was clearly stated before the order was placed.

For hygiene reasons, earrings and other pierced jewelry may only be returned for a change of mind if they remain unworn and any Hygiene Seal or Return Tag supplied with them remains attached and intact.

These exclusions do not apply where an item is faulty, damaged, incorrect, or not as described, or where applicable law gives the customer a mandatory right to a return or other remedy.

Natural Materials

Pearls, shells, gemstones, crystals, wood, and other natural materials may vary slightly in color, pattern, texture, shape, size, and surface detail.

These variations are part of the individual character of natural materials and are not, by themselves, considered defects. This does not exclude genuine faults in materials or workmanship.

Order Changes and Cancellations

If you need to change or cancel an order, contact support@lumoryn.com as soon as possible.

We will do our best to assist before the order enters processing or is dispatched, but changes and cancellations cannot be guaranteed once preparation has begun. If the order has already been dispatched, the standard return process will apply after delivery.

Consumer Rights

This policy provides LUMORYN’s standard return and refund terms. It does not exclude, restrict, or reduce any mandatory consumer rights, statutory guarantees, withdrawal rights, or remedies that apply to your purchase.

Where applicable consumer law provides rights that are more favorable than this policy, those mandatory rights will apply.

Policy Updates

We may update this policy from time to time to reflect changes to our services, operations, or legal obligations. The version applicable to an order will generally be the version available when that order was placed, unless a change is required by law.

Contact Us

For help with a return, exchange, refund, or order issue, contact:

LUMORYN Customer Care
Email: support@lumoryn.com

Please include your order number whenever possible so we can assist you efficiently.