MONEY BACK GUARANTEE
At Luminesce Lab Grown Diamonds, we stand by the quality of our product, your satisfaction is important to us.
Our online customers are offered a Money Back Guarantee service from the 20th of November to January 15. Any piece of jewellery that has not been worn, scratched, damaged, made to order or altered in any way (including resize) is entitled to a full refund from the 20th of November to January 15. The item to be returned or exchanged must be accompanied by the original proof of purchase, with all packaging and paperwork. Luminesce Lab Grown Diamonds is not liable for return shipping costs unless the return is a result of our error.
To return a purchase, print out our returns form, fill it in and ship it with the goods to initiate the return. No printer? No problem! Please include a handwritten note in your return parcel stating the details of your return. Ensure the items are in the original packaging. We suggest using a registered eParcel through Australia Post.
Return to:
Attn: Web Sales
PO BOX 10040
Gouger Street BC
ADELAIDE SA 5000
Any item returned to Luminesce Lab Grown Diamonds must be returned in original condition with original packaging and warranty. All returns are subject to inspection by our jewellers before a refund is processed. This is to ensure an item is returned in a new, saleable condition, that is that the item has been unworn, is not damaged, or altered in any way (for example resizing). Special orders or made to order items are not returnable as they are made custom to your order and are not resaleable.
We encourage customers to return goods via registered or trackable postage services. Returned items / parcels remain the property and responsibility of the customer until received and refunded by the seller (Luminesce Lab Grown Diamonds)
We will refund you in the same tender used to pay for the original order within 3 Business Days (Business hours Monday to Friday) of receiving your returned item. Once the return has been processed we will notify you via email of your refund. Please allow for your bank to process your return (3 to 5 business days as time frame varies from institution dependant on your bank's processing times.) Refund amount excludes all original and return postage costs, postage cost will only be covered should the product be deemed faulty or not as ordered.
Returns paid by Afterpay will notify you via email to confirm the refund has been processed and they will communicate the changes to your payment schedule. Please follow up any confirmed refunds with your finance provider.
It is the customer’s responsibility and cost to return the item back to Luminesce Lab Grown Diamonds. We cannot be held accountable for any items lost in the mail, original shipping/handling costs or additional costs incurred. However, If you believe an item you have received is faulty, please contact us with photos before returning the product.
Items found to be worn, scratched, altered (including resize), custom made or damaged will not be refunded and will be returned to the sender. We do not cover the loss of an item. If you believe you have received a faulty item please contact us immediately to rectify the situation before a loss occurs.
Refunds will be processed in the same tender used for the original purchase.
Luminesce Lab Grown Diamonds will provide a solution to any major or minor faults assessed. This solution is in the form of a repair, exchange or refund as per Australia Consumer Law.
For additional information or help with your refund or exchange please contact our friendly team on (08) 8110 4196 or via our contact us page.