Return & Exchange Policy
LUMIDIAM Return & Exchange Policy
Core Principle
LUMIDIAM’s jewelry includes two core categories: co-created pieces (with visionary creators in zodiac, spirituality, lifestyle, etc.) and personalized custom pieces.
Co-created jewelry is designed based on in-depth research into the creator’s audience needs and unique creative concepts—each piece is a symbol of shared beliefs between the creator, brand, and you. Personalized custom jewelry is crafted exclusively for individual requests (e.g., unique engravings, custom symbols).
To honor the uniqueness and authenticity of these creations, our return/exchange policy is tailored to reflect their special value.
1. Eligibility for Returns & Exchanges
Qualified Cases
• Quality Defects: For both co-created and custom jewelry, items with manufacturing flaws (e.g., broken prongs, material discoloration inconsistent with product descriptions, gemstone loosening) within 30 days of delivery. We offer free repair, exchange, or full refund.
Special Rules for Co-Created Pieces
• All non-quality-related return/exchange requests (e.g., change of mind, size mismatch, personal preference) require confirmation from the corresponding co-creating creator first.
• Reason: Each co-created piece embodies the creator’s understanding of their audience’s beliefs and needs—it’s not just a jewelry item, but a tangible expression of shared values. The creator’s confirmation ensures the integrity of the collaborative vision and respects the emotional connection between the piece and its intended audience.
Special Rules for Personalized Custom Pieces
• Due to the exclusive, one-of-a-kind nature of personalized custom jewelry (designed to meet individual specific requests), non-quality-related return/exchange is not accepted—this includes changes of mind, size mismatches, or dissatisfaction with the custom design after purchase.
Non-Qualified Cases
• Jewelry damaged due to improper use (e.g., scratches from sports, tarnishing caused by failure to follow care guidelines, accidental impact).
• Items returned after 30 days of delivery (except for quality issues covered by warranty).
• Jewelry without original packaging, tags, or showing signs of wear (e.g., scratches, stains, altered size).
2. Return & Exchange Process
For Quality Defects (Co-created & Custom Pieces)
1. Initiate Request: Contact our customer service within 30 days of delivery with your order number, photos/videos of the defect, and a detailed description.
2. Verification: Our team will verify the defect within 3 business days and confirm the solution (repair, exchange, refund).
3. Return Shipping: We cover the return shipping cost (provide tracking number for reimbursement).
4. Processing: Once we receive the returned item and verify its condition, we will process the exchange or refund within 7 business days.
For Non-Quality Issues (Co-created Pieces Only)
1. User-Creator Confirmation: You first submit the return/exchange request to the co-creating creator of the piece and obtain their written confirmation of approval.
2. Creator-Brand Confirmation: The creator forwards their approval to LUMIDIAM for verification.
3. Initiate Official Request: Contact our customer service with your order number, the creator’s approval document, and photos of the item (unworn/unaltered condition).
4. Return Shipping: You are responsible for the return shipping fees.
5. Processing: After we receive and inspect the item, we will process the exchange or refund within 7 business days.
3. Warranty Service
• All LUMIDIAM jewelry comes with a 1-year warranty against manufacturing defects (excluding normal wear and tear).
• Warranty service does not require creator confirmation—contact customer service directly with your order details and defect description.
4. Important Notes
• To ensure the safety of your jewelry during return, please use a secure, padded shipping box and include all original packaging and tags.
• Refunds will be issued to the original payment method, and the processing time depends on your payment provider (typically 3-7 business days).
• If you have questions about the co-creator of your purchased item, please check the product detail page or contact customer service for confirmation.
Contact Us
Address: Flat 1102, 11/F, Hart Ave Plaza, 5-9 Hart Ave, Tsim Sha Tsui, Kowloon
Tel: (852) 3520 2031, 3520 2030
Fax: (852) 3915 7163
E-mail: lumidiam.jewelry@gmail.com
Working Hours: Monday-Friday, 9:00 AM-6:00 PM (Hong Kong Time)
