Pearl Lumina Return & Refund Policy

Last Updated: January 2026

This policy is established in accordance with common ecommerce and jewelry industry practices in Europe and North America. Please review it carefully before placing an order.

1. Order Cancellation Policy

1.1 Cancellation Before Shipment

  • Orders canceled before shipment are subject to a 10% restocking and production fee.

(Reason: Pearl Lumina jewelry is made from individually selected pearls and often custom assembled once an order is confirmed).

  • Cancellation requests must be submitted via email to [email protected] and will be processed within 24 hours.
  • Please do not place duplicate orders. If an incorrect order was placed and has not shipped, contact customer service for modification instead of reordering.

1.2 Cancellation After Shipment

  • Once an order has been shipped, cancellations are no longer accepted.

2. Return Policy

2.1 Eligible Returns

We only accept returns for items damaged during transit, provided all of the following conditions are met:

  • Valid shipping damage confirmation issued by the courier;
  • Clear photos showing the damage to the item;
  • Item remains unused, unworn, with original packaging and tags intact;
  • Return request submitted within 14 days of delivery.

2.2 Non-Returnable Items

Returns or refunds will not be accepted for:

  • Change of mind or personal preference;
  • Damage, scratches, or wear caused after delivery;
  • Custom made items (engraving, special sizing, bespoke designs);
  • Sale/discounted items and gift cards, which are final sale.

2.3 Return Process

  • Step 1: Email [email protected] with your order number, damage description, photos, and courier documentation;
  • Step 2: Upon approval, return the item using a trackable shipping service (return shipping costs are the customer’s responsibility);
  • Step 3: Once received and inspected, we will notify you of the refund status within 3 business days. Any transfer fees or processing fees incurred during the refund process shall be borne by the customer.

2.4 Responsibility Disclaimer

  • Pearl Lumina is not responsible for loss or damage occurring during the return shipment;
  • Original shipping fees, duties, and handling charges are non-refundable.

3. Exchange Policy

  • Direct exchanges are not offered due to the custom nature of pearl jewelry.
  • Damaged on arrival: customers may choose a refund or a remake. Additional costs may apply if upgrades or price differences are involved.

4. Refund Policy

4.1 Refund Method & Timeline

  • Refunds are issued to the original payment method only;
  • Processing time is within 10 business days after inspection approval;
  • If funds are not received after 15 business days, please contact [email protected].

4.2 Non-Refundable Cases

Refunds will not be issued for:

  • Failed delivery or loss due to incorrect shipping address provided by the customer;
  • Packages reported stolen after delivery confirmation;
  • Damage occurring during customer initiated return shipping;
  • Returns without valid shipping damage documentation.

5. Pre-Order Policy

5.1 Shipping Time

  • Estimated shipping dates for preorder items are clearly stated on the product page under “Shipping & Returns.”

5.2 Combined Shipments

  • Orders containing both in-stock and preorder items will be shipped together once the preorder item is available;
  • To receive in-stock items sooner, please place separate orders.

6. Additional Terms

  • Inspection Upon Delivery: Please inspect your package before accepting delivery. If visible damage is present, refuse the package and contact the courier immediately;
  • Dispute Resolution: Customers are responsible for filing loss or theft claims with the courier. Pearl Lumina will provide reasonable assistance when required.

Contact Information

Customer Support: [email protected]

Business Hours: Monday–Friday, 9:00 AM – 9:00 PM (ET)