Refund policy

Our Return & Exchange Policy

At Lumay Labs, we pour our hearts into crafting beautiful fine jewelry, and we want you to absolutely adore your chosen pieces. We understand that sometimes a return is necessary, and we aim to make this process as clear and straightforward as possible. Please take a moment to review our policy.

30-Day Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for eligible pieces.

Eligibility for Returns

To be eligible for a return, your item must be in the exact same pristine condition that you received it: unworn, unused, free of any scratches, alterations, or signs of wear, with all original tags securely attached, and in its original packaging, including any protective materials and accompanying certificates. This is particularly important for our pieces, as many feature delicate finishes that require careful handling to maintain their beauty. You’ll also need the receipt or proof of purchase.

To help us initially assess the item's condition and ensure it meets these eligibility criteria before you send it back, we may request that you provide clear photographs or a short video of the piece through our email communication when you initiate your return request. This helps us confirm its suitability for return and makes the process smoother for everyone.

Please note that items clearly marked as "Final Sale" on the product page, during checkout, and on your receipt cannot be returned, exchanged, or refunded. More details on these exceptions are provided below.

Sale items
Only regular priced items may be returned. If you have purchased an item(s) at full retail price before it went on sale, you have 14 days from the date of your purchase to inquire about a price adjustment with the following requirements:

• The item in question is still available on Lumay Labs website in the same style and size purchased.
• Price adjustments may only be applied once per item.

If it meets the above requirements, the difference will be returned in the form of store credit. No refunds. If 14 days have gone by since your purchase, unfortunately we can’t offer the difference in store credit.

Starting a Return

To initiate a return, please contact us at lumay@lumaylabs.com with your order number and the reason for your return. If your return request is approved and the item is eligible, we will provide you with a prepaid, insured return shipping label and detailed instructions on how to carefully package and send your item back to us.

As a small business crafting valuable fine jewelry, the cost of this return shipping will be deducted from your refund amount. We facilitate this shipping process to ensure your return is tracked and protected on its journey back to us, offering peace of mind for both you and our team. The specific cost of the return shipping will be communicated to you during the return approval process.

Items sent back to us without first requesting and receiving authorization and our provided insured label will not be accepted, as we cannot be responsible for items returned outside of this secure process.

We do not charge restocking fees for eligible returns that meet all stated conditions.

You can always contact us for any return question at lumay@lumaylabs.com. We genuinely want to help you avoid the need for a return by ensuring you have all the information you need before you purchase. Please don’t hesitate to ask us about sizing, materials, specific finishes, or anything else that will help you feel confident in your selection.

Damages and Issues

We take great care in packaging your order. However, please inspect your order immediately upon reception. If the item is defective, has been damaged in transit, or if you receive the wrong item, please contact us at lumay@lumaylabs.com within 48 hours of delivery. To help us resolve this quickly, please include photos of the issue, the item itself, and the packaging it arrived in. This allows us to promptly evaluate the situation and make things right for you.

Exceptions / Non-Returnable Items

We want you to feel completely confident and informed when choosing your special jewelry. For this reason, we clearly designate certain pieces as final sale. Due to their unique nature or the specific way they are created, these items unfortunately cannot be returned, exchanged, or refunded. You'll always see these items clearly marked as "Final Sale" on their product pages, so there are no surprises.

These final sale designations often apply to jewelry that is made-to-order or custom-created especially for you. For instance, if you select a piece with custom sizing that isn't part of our standard range, request specific engravings, or choose unique stone combinations, that item is being crafted to your individual specifications. Because these pieces are so personalized and tailored just for you, they cannot be restocked or offered to another customer.

Similarly, some of our handcrafted or particularly delicate jewelry also falls under this final sale policy. For these intricate designs, even minimal handling can affect the finish, show signs of wear, or potentially compromise their structure. In other cases, items on deep clearance or those explicitly stated as final sale for other specific reasons, clearly communicated at the time of purchase, will also be non-returnable.

Our overarching commitment is to ensure that every piece of jewelry you receive from us arrives in pristine, untouched condition. For these specially designated final sale items, this means they aren’t eligible for return once they have been opened or handled. In the case of made-to-order or custom pieces, this final sale status applies once production has commenced based on your confirmed order, as the piece is then being created uniquely for you.

We wholeheartedly encourage you to review all product details, sizing information, and any final sale notices with care before completing your purchase. If any questions arise, or if you'd like a little more information to help you decide, please don't hesitate to reach out to us. We're truly here to help you find the perfect piece that you'll adore for years to come. By completing your purchase of an item marked as final sale, you acknowledge and agree to these terms. We sincerely appreciate your understanding and your support of our commitment to quality and the unique craftsmanship of these special pieces.

Unfortunately, we also cannot accept returns on gift cards.

Exchanges

The most straightforward way to ensure you get what you want, for instance, if you need a different standard size of an eligible, non-custom item, is to return the original item following our policy outlined above. Once the return is accepted and your refund is processed, you can then make a separate purchase for the new item or size you desire.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days from the date you receive your goods, for any reason and without a justification. To exercise this right, the item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please contact us at lumay@lumaylabs.com to initiate such a return. For returns under the EU cooling-off period, the policy regarding return shipping costs as stated above will apply.

Refunds

Once we’ve received and carefully inspected your return to ensure it meets all eligibility conditions (including being unworn, in its original pristine condition, with all tags and original packaging), we will notify you via email of the approval or rejection of your refund.

If approved, you’ll be automatically refunded on your original payment method, less the cost of the insured return shipping label (as communicated during the return approval process). This refund will typically be processed within 10 business days from the date we approve the return. Please remember it can take some additional time for your bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since we’ve notified you of your approved return and you haven't seen the refund reflected in your account, please contact us at lumay@lumaylabs.com so we can look into it.

We appreciate your understanding and cooperation with our return policy, designed to ensure fairness and maintain the high quality of the fine jewelry we are proud to offer.