Refund policy

Refund & Return Policy

Last updated: August 24, 2026

At Luanard, we take care to ensure that every order is prepared and delivered in good condition.

Because of the nature of our products, all sales are final, except in cases where an item arrives damaged, contains a verified manufacturing defect, or you receive an incorrect item.

Please review this policy carefully before placing your order.

1. All Sales Are Final

We do not accept returns, refunds, or exchanges for reasons including:

Change of mind
Incorrect size selected by the customer
Personal preference
Product no longer wanted
Color or style preference
Ordering the wrong item
Ordering the wrong quantity
Minor variations in color, finish, stone appearance, or dimensions
Normal wear and tear
Wear or fading of plating over time
Damage caused by improper use or care
Damage occurring after delivery

Please review all product descriptions, photographs, measurements, materials, and sizing information carefully before completing your purchase.

2. Eligible Refund or Replacement Claims

You may be eligible for a refund or replacement only if:

The item arrived physically damaged
The item contains a manufacturing defect
You received an incorrect product
You received an incorrect variation, such as the wrong size or color, due to an error on our part
An item is missing from your order due to a fulfillment error

Eligibility is determined after we review the submitted claim and supporting evidence.

3. Damaged Items

If your item arrives damaged, please contact us within 7 days of confirmed delivery.

Your request must include:

Your order number
Your full name
A clear description of the issue
Clear photographs of the damaged item
Photographs of the shipping packaging
Photographs of the product packaging
Video evidence where reasonably requested

The photographs must clearly show the condition of the item and the reported damage.

Claims submitted after the 7-day period may not be eligible for a refund or replacement, except where applicable law requires otherwise.

4. Manufacturing Defects

A manufacturing defect is a problem resulting from the production or assembly of the product that materially affects its intended function or condition.

Examples may include:

Broken clasps upon arrival
Missing stones upon arrival
Incorrectly assembled components
Structural defects
Broken chains or components upon arrival
Significant manufacturing flaws

The following are generally not considered manufacturing defects:

Natural wear
Scratches caused after use
Damage from impact
Damage caused by pulling, bending, crushing, or dropping
Tarnishing or discoloration caused by use, storage, moisture, chemicals, cosmetics, or skin chemistry
Gradual wear or fading of plated finishes
Damage caused by water exposure
Damage caused by perfume, lotions, cleaning products, chlorine, or salt water
Minor manufacturing variations that do not materially affect the product

5. Incorrect Items

If you receive an item different from what you ordered, please contact us within 7 days of delivery.

Please include:

Your order number
A photograph of the item received
A photograph of the product packaging
A description of what you originally ordered

If we confirm that an incorrect product was shipped due to our error, we will provide an appropriate resolution.

6. Missing Items

If your package arrives but an item from your order is missing, contact us within 7 days of delivery.

Please provide:

Your order number
Photographs of all items received
Photographs of the shipping package
Photographs of the internal packaging

We may verify the issue with our fulfillment provider before approving a replacement or refund.

7. Claim Review

Submitting a claim does not automatically guarantee a refund or replacement.

We may review:

Photographs
Video evidence
Order information
Tracking information
Shipping records
Fulfillment records
Product condition
Other relevant information

We reserve the right to reject claims where the evidence reasonably indicates that the issue was caused by:

Customer misuse
Improper care
Accidental damage
Normal wear
Unauthorized modification or repair
Damage occurring after delivery

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded.

8. Approved Claims

If your claim is approved, we may provide one of the following remedies depending on the circumstances:

Replacement of the affected product
Refund for the affected product
Partial refund where appropriate

We will determine the appropriate remedy based on the nature of the issue and applicable law.

Where a replacement is approved, we may ship a replacement product to the original delivery address.

9. Return of Damaged or Defective Products

In some cases, we may not require you to return a damaged or defective item.

If a return is required, we will provide instructions before you send the product.

Do not return products without first contacting Luanard and receiving return authorization.

Unauthorized returns may not be accepted or processed.

If we require the return of a verified damaged, defective, or incorrect product, return shipping arrangements will be communicated to you.

10. Refund Processing

Once a refund is approved, it will be issued to the original payment method where possible.

Please allow the payment provider or financial institution additional time to process and display the refund.

Processing times vary depending on the payment provider and bank.

Luanard does not control processing delays caused by banks, card issuers, or payment processors after the refund has been issued.

11. Shipping Fees

Original shipping fees are generally non-refundable unless:

The entire order was defective
The entire order was damaged
The wrong order was shipped
Applicable law requires otherwise

If only part of an order is affected, any approved refund may be limited to the affected product.

12. Incorrect Size Selected by Customer

Customers are responsible for selecting the correct size before completing a purchase.

We do not accept returns or exchanges because:

A ring is too small
A ring is too large
The customer selected an incorrect size
The customer's measurements were inaccurate

Please review our Ring Size Guide carefully before ordering.

If we shipped a size different from the size stated in your order confirmation, this will be treated as an incorrect item and may qualify for a replacement or refund.

13. Bundles and Sets

Products sold as part of a bundle or set are subject to the same conditions described in this policy.

A bundle or set is not eligible for return simply because:

One or more pieces are no longer wanted
The customer changes their mind
The customer prefers one item over another
A ring size was selected incorrectly

If one product within a bundle arrives damaged, defective, or incorrect, any approved remedy will generally apply only to the affected product unless the issue materially affects the entire bundle.

14. Earrings and Hygiene

For hygiene reasons, earrings cannot be returned or exchanged after delivery unless:

They arrive damaged
They contain a verified manufacturing defect
The incorrect earrings were shipped

This policy applies regardless of whether the earrings have been worn.

15. Normal Wear of Jewelry

Jewelry, particularly plated jewelry, naturally experiences wear over time.

Depending on use and care, this may include:

Gradual fading of plating
Tarnishing
Minor surface scratches
Changes in shine or finish
Discoloration
Wear resulting from contact with skin, water, cosmetics, chemicals, or the environment

These changes are generally considered normal wear and are not considered manufacturing defects.

Customers should follow our Jewelry Care Guide to help preserve the appearance of their jewelry.

16. Water, Cosmetics, and Chemical Damage

Unless a product is expressly described as waterproof, customers should avoid exposing jewelry to:

Showers
Baths
Swimming pools
Oceans
Salt water
Chlorine
Perfume
Hair products
Lotions
Cleaning products
Household chemicals

Damage resulting from such exposure is not eligible for refund or replacement unless required by applicable law.

17. Lost or Stolen Packages

A package marked as delivered by the carrier is not automatically considered lost.

If tracking shows that your package was delivered but you cannot locate it, please:

Check the delivery location
Check with household members
Check with neighbors where appropriate
Contact the shipping carrier

Please also contact us so we can review the available tracking information.

Refunds for packages marked as delivered are not guaranteed and will be reviewed on a case-by-case basis.

18. Refused or Undeliverable Packages

Customers are responsible for providing an accurate and complete shipping address.

If a package cannot be delivered because of:

Incorrect address
Incomplete address
Failure to collect the package
Refusal of delivery
Other customer-related delivery issues

the order may not qualify for a refund.

Any reshipping costs may be the responsibility of the customer where permitted by applicable law.

19. Chargebacks and Payment Disputes

If you experience an issue with your order, we strongly encourage you to contact us before initiating a payment dispute or chargeback.

We will make reasonable efforts to investigate eligible claims involving damaged, defective, missing, or incorrect products.

Submitting a chargeback does not change the terms of this policy or create eligibility for a refund where the order would otherwise not qualify.

We reserve the right to provide relevant order, delivery, tracking, communication, and fulfillment records to payment providers in connection with disputes.

20. Consumer Rights

This Refund & Return Policy is intended to describe Luanard's voluntary return and refund terms.

Nothing in this policy is intended to exclude, restrict, or waive any consumer rights or legal remedies that cannot lawfully be excluded under applicable law.

Where mandatory consumer protection law provides rights that conflict with this policy, the mandatory legal requirements will apply.