Refund policy

At LUXGENIC, we want to ensure that your purchase is always special. That’s why we offer a 14-day return policy for products bought from LUXGENIC.com or our offline stores. Whether you’re unsatisfied with your product or it arrived damaged or defective, we’ve got you covered. You can choose between a full refund or a replacement—just follow these simple steps:

How to Return, Refund, or Exchange Your Product

    1. Contact Us:
       Email sales@luxgenic.com with a video and photo of the product.
    2. Eligibility Check: 
       Our team will review your request and notify you within X days if your return is approved.
    3. Shipping Instructions:
       If approved, we’ll provide a shipping ID. You can send the product back to us, and we’ll cover the shipping costs (after inspection).
    4. Quality Check (QC):
       Once we receive the product, our team will conduct a quality check. You’ll receive a confirmation email with the next steps.
    5. Exchange or Refund:
       Choose whether you'd like to exchange the product or receive a full refund.

Exchange

If approved, we’ll ship your replacement product within 7 to 10 business days (excluding festival seasons).

 Additional Information

    • Your jewelry retains 100% of its value if it passes our quality checks with no signs of wear and tear.
    • This exchange program is exclusively for first owners of LUXGENIC jewelry.

Refund

Approved refunds will be processed within 3 business days after the quality checks..

Eligibility for Refunds or Exchanges

To ensure your return is processed smoothly, please note the following:

    • The product must include its original packaging and product certification.
      • If the product certification is missing, additional deduction of $100 will be applied.
    • No refunds or exchanges for:
      • Orders with personalized engravings.
      • Custom-made products.
    • Refunds or replacements for manufacturing defects will proceed after a QC check.
    • Products repaired or altered by a third party are not eligible for returns.
    • Products damaged while in the buyer’s possession are not eligible for refunds or exchanges, but we do offer repair services for an additional fee.

Additional Information:

    • You can only return your order within 14 days of receiving the product.
    • Online purchases cannot be returned at our retail stores, even if they were picked up through our “in-store pickup” option.
    • If you suspect the product is damaged or an item is missing, do not sign the delivery receipt. The package will be returned to us, and we’ll help initiate a refund or replacement.

Cancellation Policy

Our team works hard to get your order dispatched as quickly as possible, and so we’re unable to guarantee any cancellation requests or changes to your order. Please reach out to our Customer Experience Team and we will do our best to support you.

The option to cancel or update your order is not available for monogrammed or engraved pieces.

Refund After Cancellation

After your order has been cancelled, your refund will be processed within 3 business days.

Repair

At LUXGENIC, we want your jewelry to stay as flawless as the day you received it. That’s why we offer a 14-day free repair period for all purchases, ensuring a worry-free experience (following standard quality checks).

Free Repairs Within 14 Days:

    • Size adjustments – Complimentary resizing up to ¼ of a size. Beyond that, additional charges apply (final cost determined after inspection).
    • Loose stones – Securely fixed at no extra cost.
    • Lost stones – Repairs available for a fee.
    • Third-party work voids eligibility – Our repair program does not apply if the jewelry has been altered by an external jeweler.

Repair Services Beyond 14 Days:

We offer professional jewelry repair and maintenance for a fee:

Minor repairs $180
Major repairs Charges will be shared after inspection
Jewelry polishing $180
Annual inspection & polishing $180