Refund policy

At Luxe Jewels, we want you to be completely in love with your new pieces. We pride ourselves on offering waterproof, affordable luxury that lasts. However, we understand that sometimes a piece might not be the perfect fit.

We offer a 30-day return policy for change of mind, subject to the conditions below.

 

1. Eligibility for Returns

 

To be eligible for a return (refund or store credit), your item must meet the following criteria:

  • Timeframe: The return must be initiated within 30 days of the date your order was delivered.

  • Condition: The item must be unworn, unused, and in the same condition that you received it. It must be free of scratches, scuffs, or signs of wear.

  • Packaging: The item must be returned in its original packaging (including the Luxe Jewels box/pouch and any tags).

  • Proof of Purchase: You must provide a valid order number or receipt.

 

2. Non-Returnable Items

 

For health, hygiene, and logistical reasons, the following items cannot be returned for a change of mind:

  • Earrings: Due to strict hygiene regulations, we cannot accept returns on earrings (including piercing jewelry) unless they are faulty.

  • Custom or Engraved Pieces: Items that have been personalized are final sale.

  • Gift Cards: These are non-refundable.

  • Sale Items: Items marked as "Final Sale" cannot be returned for a change of mind. (Note: This does not affect your rights regarding faulty goods under Australian Consumer Law).

 

3. How to Initiate a Return

 

Please do not send items back without first contacting our support team.

  1. Contact Us: Email us at shop@luxejewels.com.au with your Order Number and the name of the item(s) you wish to return.

  2. Approval: Our team will review your request. If approved, we will provide you with a Return Authorization (RA) number and the return shipping address.

  3. Pack & Ship: Securely pack your items. We recommend using a trackable shipping service or purchasing shipping insurance. Luxe Jewels is not responsible for items lost or damaged during return transit.

 

4. Refunds

 

Once your return is received and inspected at our warehouse:

  • We will send you an email to notify you that we have received your returned item.

  • We will notify you of the approval or rejection of your refund based on the condition of the jewelry.

  • If approved, your refund will be processed to your original method of payment within 5–10 business days.

  • Please note: Original shipping costs are non-refundable.

 

5. Return Shipping Costs

 

  • Change of Mind: The customer is responsible for the shipping costs associated with returning the item.

  • Faulty/Incorrect Items: If you received a damaged, defective, or incorrect item, Luxe Jewels will cover the cost of the return shipping.

 

6. Australian Consumer Law (Faulty Items)

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe your item is faulty (e.g., a manufacturing defect or clasp failure):

  • Please email us immediately at shop@luxejewels.com.au.

  • Include clear photos or videos of the defect.

  • We will arrange for a replacement or a full refund, including shipping costs.

 

7. Exchanges

 

We currently do not offer direct exchanges. If you wish to swap an item for a different style or size, the fastest way to ensure you get what you want is to:

  1. Return the original item for a refund.

  2. Make a separate purchase for the new item.