EXCHANGE AND RETURN POLICY

Easy Exchange and Repair Policy

We believe that each product is unique and should be made especially for you and we do not make bulk products for any of our designs, so to ensure you are confident about your purchase, we have an Easy Exchange and Repair Policy, which gives you enough time to check your product to ensure that you will get the right product according to your requirement from us.

For eligible items, if you have any problem with your purchase like a damaged product or resizing issue, you can choose to repair or exchange for a new piece of the same product within 15 days of delivery of your product.

You are encouraged to periodically review this Cookie Policy to stay informed of updates. You will be deemed to have been made aware of, will be subject to, and will be deemed to have accepted the changes in any revised Cookie Policy by your continued use of the Site after the date such revised Cookie Policy is posted.

Our Exchange Policy will be subject to the following terms and conditions:

• We provide Free Repair and Exchange service for damaged product or resizing issues without any shipping or insurance cost once per order. For consecutive requests, shipping charges will be borne by the customer.
• After 15 days of delivery of the product, all requests will be taken under Lifetime Exchange and Upgrade policy.
• Once your returned item is received by us, our Quality Assurance Department will review it. We reserve the right to change the conditions for the exchange policy as per the review report and customers will always be informed of the decision before the exchange process.
• If the resized product costs more than the existing ring, the incremental cost shall be borne by the customer.
• If the resized product costs less than the existing ring, the differential amount shall be refunded to the customer.
• The returned product should be accompanied with the original product certificate, original packaging/box and original copy of the invoice for all exchanges within 15 days.
• In case the customer cannot produce the original certificate, the company will send the solitaire/ jewellery to the lab for recertification, the shipping and certification cost of which shall be borne by the customer.
• Any item that shows signs of wear or has been altered, resized (by a jeweller other than the company) or damaged cannot be accepted for 15 Day Exchange and Repair.
• We reserve the right to change the terms and conditions for specific customers. In such a situation, the customer will always be informed of the decision before order processing.
• If the product has been already exchanged once under 15 Day Exchange & Repair Policy then all subsequent requests will be taken under Lifetime Exchange and Upgrade policy.
• The policy is applicable for orders delivered within India only.

Lifetime Exchange and Upgrade Policy

We at www.lumarajewels.com care about your jewellery and want to provide the best experience and designs forever. In case you want to exchange your product for a new design or upgrade your existing product, we’ll happily exchange it for you or offer you an upgrade suggestion according to your custom taste to transform your existing jewellery.

For Lifetime Exchange and Upgrade Policy, the shipping cost to and fro will be borne by the customer.

Lifetime Exchange Policy

The Lifetime Exchange value for a product will be calculated as per the policy below:

Other Terms and Conditions of Lifetime Exchange Policy:

• Making charges for the product will not be considered under Lifetime Exchange Value.
• The shipping charges for Lifetime Exchange policy will be incurred by the customer and will be informed before product pickup confirmation.
• In all cases, the current material value of diamonds and gemstones and the current rate of gold will be decided at the sole discretion of www.lumarajewels.com and the partner brand.
• Once your returned item is received, our Quality Assurance Department will review it. Based on our quality inspection, we reserve the right to change the Lifetime Exchange policy and exchange amount of the product.
• If there is any gold/metal wastage it will be informed to the customer always before the exchange processing for approval.
• For some products, there can be a danger in retrieving raw stones/diamonds from the product based on the setting type. In such cases, the risk of damage to the stones will be informed to the customer for their approval before the product processing and the broken pieces if any will not be considered for LTE value and shall be returned to the customer.
• The exchange product should be originally bought from us and should be accompanied by Original Product Certificate, Original Invoice and Bills.
• In case the customer cannot produce the original certificate, the company will send the solitaire/ jewellery to the lab for recertification, the shipping and certification cost of which shall be borne by the customer.
• If you received a discount or free gift while making your purchase, we will deduct the original discount amount or free gift value, as applicable.
• Returned jewellery showing signs of alteration by anyone other than us shall not be accepted for exchange and upgrade.
• In case the new product value is higher than the value of the old product, the customer will have to pay the difference.
• In case the exchanged value is lesser than the value of the old product, the difference will be held as a credit for future purchase and a voucher will be generated for the same which will be sent to you via email within 2 working days of shipping the exchanged product.
• This feature is not available for international orders (orders that will be shipped abroad from India).
• We reserve the right to change the terms and conditions for specific customers. In such a situation, the customer will always be informed of the decision before the order processing.

Lifetime Upgrade Policy

You can upgrade your existing product with new customizations and stones to transform your existing jewellery into a new piece of beauty and art. The policy for up-gradation is as below:

• To avail up-gradation for your product, kindly contact our Customer Delight team by emailing us your existing product photo, your previous order id and type of upgrade you are looking for. Our team will then process your request and will contact you within 7 working days with options for up-gradation based on your provided suggestions.
• Any wastage costs or damage risks will be notified to the customer prior to processing the up-gradation and only after their approval the up-gradation will be continued. Damaged stones if any will be returned to the customer.
• Once the upgrade design is finalized, the cost of up-gradation and estimated delivery time will be notified to the customer and payment will have to be made in advance through Netbanking/Credit Card/Debit Card etc. through the provided payment link.
• Once the payment has been confirmed, the newly polished product will be delivered to the customer within the estimated delivery time.
• The product should be original and accompanied by Original Product Certificate, Original Invoice and Bills.
• The certification and shipping cost incurred to the lab for the newly upgraded product shall be borne by the customer.
• Jewellery returned showing signs of alteration by anyone other than us shall not be accepted for the upgrade.
• This feature is not available for international orders (orders that will be shipped abroad from India).
• We reserve the right to change the terms and conditions for specific customers. In such a situation, the customer will always be informed of the decision prior to the order processing.

How to avail Exchange and Repair Policy?

1. Contact our customer delight team by calling at 1800-120-1434 or emailing us at support@lumarajewels.com and you will be given a return pickup date once you let us know the item you would like to exchange along with your Order No.
2. On the pickup date, our logistics agent will bring a tamper proof package along with your Name and address on the outside return area and a unique serial number pre-printed.
3. Secure the product in the original packaging accompanied by the original product certificate and original copy of the invoice inside the tamper-proof packaging. For your proof click a photo of the packed product with a unique serial number visible.
4. Please ensure that you do not give open packets to our representative who comes to collect the product.
5. Once your returned item is received by us, it will be inspected by our Quality Assurance team and your refund/exchange will be processed shortly.

Warranty and Repair Policy

We offer lifetime cleaning & polishing services, stone tightening and other repair services which enhance the life of the jewellery that suffers the daily wear and tear.

• Warranty service rendered is not chargeable, however, the Customer will have to bear the cost of any extra material (Gold or Diamond), if applicable, required to complete the service request.
• Shipping charges under Repairs & Resizing policy shall be borne by the customer.
• If you want to resize your ring, the company will resize it free of cost except in certain cases where the resizing is not possible.
• If the resized ring costs more than the existing ring, the incremental cost shall be borne by the customer.
• If the resized ring costs less than the existing ring, the differential amount shall be refunded to the customer.
• In case of a refund, the payment of the same shall be made by way of an online bank transfer within 10 working days of dispatch of the resized product.
• This feature is not available for international orders (orders that will be shipped abroad from India).

We do not allow any refund on the order placed by you.

However, in a determination to accomplish user satisfaction, if there is an issue, you can contact us through our email support@lumarajewels.com.