Return, Exchange & Refund Policy
Custom by Luxurian, every piece of jewelry is created with care, attention to detail, and a clear focus on what the customer is looking for. Since many of our designs are made based on individual preferences, we believe it’s important to keep our return, exchange, and refund process simple, transparent, and fair. We request that you go through the policy carefully before placing your order so that there are no misunderstandings later.
Return Eligibility
We accept returns within 30 days from the date of delivery, provided the item is unused and in its original condition.
To be eligible for a return:
- The item must be unworn and unused
- Original packaging should be intact
- Tags and certificates (if provided) must be included
- Proof of purchase is required
To initiate a return, you must contact us first. Once your request is reviewed, we will guide you further. Returns sent without approval will not be accepted.
Custom & Made-to-Order Jewelry
As a custom jewelry brand, many of our products are made specifically based on customer preferences. Because of this, such items are not eligible for return or refund.
This includes products customized based on:
- Size
- Design
- Stone or metal selection
- Engraving or personalization
Once your order enters production, it cannot be cancelled or modified. We recommend confirming all details carefully before placing your order.
Damaged, Defective, or Incorrect Items
We ensure quality checks before dispatch, but if you receive a damaged, defective, or incorrect item, please inform us as soon as possible.
- Contact us within 48 hours of delivery
- Share clear photos of the issue
Once reviewed, we will provide a suitable solution, which may include repair, replacement, or a refund depending on the situation.
Exchange Policy
We do offer exchanges, depending on availability and eligibility.
- The item must meet return conditions
- The request must be made within the return period
- Any price difference will need to be adjusted
Our team will guide you through the process once your request is approved.
Refund Process
After receiving your returned item, it will be inspected to ensure it meets our return conditions.
- Approved refunds will be processed to the original payment method
- It may take 5–10 business days for the amount to reflect
If the item does not meet the required conditions, the refund may be declined and the product may be returned to you.
Shipping, Charges & Duties
Return shipping costs are generally the responsibility of the customer, unless the return is due to an issue from our side.
Please note:
- Original shipping charges are non-refundable
- Customs duties and taxes are non-refundable
If a package is returned due to unpaid duties or delivery failure, applicable shipping and handling charges will be deducted from the refund.
How to Start a Return
To request a return or exchange, please contact us at:
Our team will review your request and guide you step by step.
Final Note:
We aim to provide a smooth and transparent experience for every customer while maintaining the quality and integrity of our products. At the same time, all return and exchange requests must meet the conditions mentioned above. By placing an order with Custom By Luxurian, you agree to this policy.