Return & Refund Policy – LuxeClay
At LuxeClay, every jewellery piece is carefully handmade with attention to detail, creativity, and craftsmanship. Because our products are handcrafted and made in limited quantities, each item is unique and may have slight natural variations in color, texture, or finish.
We request all customers to carefully read our Return & Refund Policy before placing an order. By purchasing from LuxeClay, you agree to the terms mentioned below.
No Return or Refund Policy
At this time, LuxeClay does not offer returns or refunds for reasons such as:
- Change of mind
- Personal preference
- Ordering by mistake
- Color expectations
- Design preference after delivery
Since our jewellery is handmade and produced in small batches, we are unable to accept general returns once an order has been processed and shipped.
We encourage customers to carefully review product photos, descriptions, dimensions, and details before making a purchase.
Replacement Policy for Damaged Products
We only provide replacement in cases where the customer receives a damaged product.
To qualify for a replacement request, customers must fulfill all the conditions listed below:
- Contact us within 24 hours of delivery
- Share a clear uncut unboxing video
- The package label should be clearly visible in the video
- The video must show the parcel being opened from the beginning
- The damage should be clearly visible in the same recording
Videos that are edited, cut, paused, unclear, or recorded after opening the package separately will not be accepted.
Without proper unboxing proof, we will not be able to process any damage-related request.
Verification and Approval Process
Once we receive your request, our team will carefully review the submitted proof and verify the issue.
If the request is approved:
- A replacement of the same product will be arranged, subject to availability
- If the same design is unavailable, we may offer a similar replacement option
- Processing time may vary depending on stock availability and delivery timelines
LuxeClay reserves the right to reject claims that do not meet our policy guidelines or appear incomplete, unclear, or fraudulent.
Return of Damaged Products
In most approved damage cases, customers are not required to return the damaged item.
However, in certain situations, we may request:
- Additional photographs
- Product verification
- Return confirmation
- Packaging details
Failure to provide the requested information may result in cancellation of the replacement request.
Non-Eligible Situations
Replacement, return, or refund requests will not be accepted in the following situations:
- Minor color differences caused by lighting or screen settings
- Slight handmade imperfections or texture variations
- Damage caused due to improper handling after delivery
- Wear and tear from regular use
- Water damage, perfume exposure, or improper storage
- Delays caused by courier companies or unforeseen circumstances
- Incorrect shipping details entered by the customer
As handmade products are individually crafted, slight differences are natural and should not be considered manufacturing defects.
Handmade Jewellery Disclaimer
All LuxeClay jewellery pieces are handcrafted, which means no two pieces are exactly identical.
Small variations in:
- Color tone
- Shape
- Texture
- Surface finish
- Design placement
are part of the handmade process and contribute to the uniqueness of every product.
These natural variations make handmade jewellery special and should not be treated as defects.
Order Cancellation Policy
Orders once placed cannot be canceled after they have been processed or shipped.
If you need urgent assistance regarding an order modification, please contact us immediately after placing your order. While we will try our best to help, changes cannot always be guaranteed.
Contact Us
For support regarding damaged products or order-related concerns, customers can contact us through the contact information available on our website.
Please make sure to include:
- Order number
- Clear product photographs
- Unboxing video proof
- Brief explanation of the issue
Providing complete information helps us review and process requests faster.
shopluxeclay@gmail.com