RETURNS & REFUNDS POLICY
We hope you love your Lua & Solis jewellery. However, we understand that sometimes a piece may not be right for you.
This policy explains how cancellations, returns, damaged items and refunds are handled.
Nothing in this policy is intended to limit your statutory rights as a consumer.
CHANGE-OF-MIND RETURNS
For eligible online purchases, you may notify us that you wish to cancel and return your order within 14 calendar days of receiving the goods.
You do not need to give us a reason for exercising this right.
After notifying us of your decision to cancel, you normally have a further 14 calendar days to send the goods back.
To begin a return, contact us before sending the item.
Email: supportluaesolis@gmail.com
Please include your order number and the item or items you wish to return.
PLEASE CONTACT US BEFORE RETURNING AN ITEM
Do not send a return to an address found on:
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The original parcel
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A supplier label
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A courier label
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A product listing
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Any third-party website
The address shown on the parcel may not be our authorised returns address.
You must contact Lua & Solis first so that we can provide the appropriate return instructions.
Returning an item to an unauthorised address may cause significant delays or prevent us from identifying your return.
RETURN CONDITION
You are entitled to inspect the jewellery in a reasonable way, similar to how you would examine an item in a physical shop.
Where possible, returned items should include their original packaging and any accessories supplied with them.
Please take reasonable care of the jewellery while it is in your possession.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, and this has reduced its value, we may be entitled to make an appropriate deduction from the refund where permitted by law.
RETURN POSTAGE
For a standard change-of-mind return, you may be responsible for the direct cost of sending the item back to us.
We strongly recommend using a tracked postal service and keeping proof of postage until your return has been completed.
Lua & Solis cannot confirm receipt of a return that cannot be traced and has not arrived at the authorised return destination.
Different arrangements apply if the product is faulty, damaged, incorrect or materially different from the item ordered.
Please contact us before returning such an item.
DAMAGED OR FAULTY ITEMS
Every order should arrive in the condition reasonably expected from the product description.
If you believe your jewellery arrived faulty or damaged, please contact us as soon as reasonably possible.
Please provide:
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Your order number
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A description of the issue
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Clear photographs showing the problem
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Photographs of the packaging where relevant
Please do not dispose of the item or packaging before we have reviewed the case.
Once we have reviewed the information, we will provide the appropriate next steps.
Your statutory rights relating to faulty goods are not affected by this policy.
WRONG ITEM RECEIVED
If you receive an item different from the one you ordered, please contact us before returning it.
Send us:
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Your order number
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A photograph of the item received
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A photograph of the packaging and label where relevant
We will investigate the issue and provide an appropriate resolution.
You will not be expected to pay the reasonable return costs resulting from an error for which Lua & Solis is responsible.
ITEM NOT AS DESCRIBED
If you believe an item is materially different from the description on our website, contact us and explain the issue.
Where appropriate, include photographs that clearly demonstrate the difference.
Under UK consumer rules, goods must be as described, of satisfactory quality and fit for their intended purpose.
Your statutory rights are not affected.
REFUNDS
Once an eligible returned item has been received, or acceptable evidence of return has been supplied where applicable, we will process the refund in accordance with the legally required timeframe.
Eligible refunds will normally be returned to the original payment method used to place the order.
Once we have processed the refund, your bank, card issuer or payment provider may require additional time before the money appears in your account.
This additional banking time is outside our direct control.
ORIGINAL DELIVERY COSTS
When you exercise your statutory right to cancel the entire eligible order, the refundable amount will include the standard outbound delivery cost where required by law.
If you selected a more expensive delivery service than our standard delivery option, we are not required to refund the additional amount paid for that premium delivery option beyond the cost of standard delivery.
PARTIAL ORDER RETURNS
If you purchased multiple items and wish to return only part of the order, please tell us which pieces you are returning when contacting us.
The treatment of original delivery charges may differ where only part of an order is returned.
EXCHANGES
We do not currently operate a standard direct exchange service.
If you would like a different item, colour or variation, the simplest option is usually to return the eligible original item and place a new order.
If you received the wrong item or a faulty product, please contact us before placing another order so we can resolve the original issue.
CANCELLING BEFORE DISPATCH
If you want to cancel an order before it is dispatched, contact us as soon as possible.
We will try to stop fulfilment where possible.
However, orders can enter processing quickly, so we cannot guarantee that a cancellation request will reach the fulfilment process before dispatch.
If the order has already been dispatched, your applicable cancellation and return rights remain available after delivery.
REFUNDS FOR LOST ORDERS
If an order has not arrived, please do not submit a standard return request.
Contact us instead.
We will review the tracking information and investigate the shipment.
If the parcel is confirmed as lost, we will provide an appropriate resolution in accordance with your consumer rights.
REFUSED OR UNCOLLECTED PARCELS
Please contact us rather than deliberately refusing delivery of a parcel.
Parcels that are refused, unclaimed or returned automatically by a carrier can take significantly longer to trace and process.
A refund cannot necessarily be processed until we can establish the status of the returned shipment.
This does not affect any statutory rights you may have.
SALE AND DISCOUNTED ITEMS
Purchasing an item during a promotion or at a discounted price does not automatically remove your statutory consumer rights.
Any eligible return will be handled in accordance with this policy and applicable law.
PERSONALISED ITEMS
If Lua & Solis introduces jewellery made specifically to a customer's individual specifications or clearly personalised for them in the future, different cancellation rules may apply.
Any such exception will be made clear on the relevant product page before purchase.
HOW TO REQUEST A RETURN
To request a return, email:
Please include:
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Order number:
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Full name:
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Email used for the order:
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Item to be returned:
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Reason for contact, if applicable: Change of mind / Faulty / Damaged / Incorrect item / Other
We will provide the relevant instructions for your case.
Please do not return the jewellery until you have received these instructions.