Refund Policy

Last updated: 28/12/25

1. Scope & Agreement

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This Returns & Refunds Policy applies to all purchases made from Luminara, an online jewellery retailer operating on a dropshipping model.

By placing an order on our website, you confirm that you have read, understood, and agreed to this policy, our Terms & Conditions, and Shipping Policy.

Nothing in this policy limits your statutory rights under UK consumer law.

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2. Statutory Right to Cancel (UK & EU Customers Only)

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Under the Consumer Contracts Regulations 2013, UK and EU customers have the right to cancel their order within 14 calendar days of receiving the goods, without giving a reason.

To exercise this right:

• You must notify us in writing within 14 days of delivery

• Contact must be made via [insert contact email]

• Verbal requests or social media messages are not accepted

Returned items must:

• Be unused, unworn, and unaltered

• Be returned in original packaging

• Be returned within 14 days of cancellation notice

Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

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3. Non-Returnable Items

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The following items are not eligible for return or refund, unless faulty or not as described:

• Earrings or pierced jewellery (for hygiene reasons)

• Items showing signs of wear, use, damage, or alteration

• Items returned without original packaging

• Items damaged due to misuse, improper care, or normal wear and tear

This does not affect your statutory rights in cases of defective goods.

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4. Faulty, Damaged or Incorrect Items

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If you believe an item is faulty, damaged, or incorrect, you must contact us within 48 hours of delivery.

Your request must include:

• Order number

• Clear written description of the issue

• Photographic evidence clearly showing the fault or damage

Failure to provide sufficient evidence within this timeframe may result in refusal of a refund or replacement.

Where a fault is confirmed, we will, at our discretion:

• Offer a replacement, or

• Issue a refund

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5. Items “Not as Expected”

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Minor variations in colour, size, finish, or appearance that result from:

• Lighting differences

• Screen display settings

• Supplier manufacturing variations

do not constitute faults and are not valid grounds for refunds.

Product images are for illustrative purposes only.

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6. Refund Eligibility & Inspection

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All returns and refund requests are subject to:

• Verification

• Physical inspection (where applicable)

• Supplier confirmation

We reserve the right to refuse refunds where:

• Return conditions are not met

• Evidence is insufficient

• The request falls outside policy timeframes

Refund decisions are final once evidence has been reviewed.

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7. Partial Refunds

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Partial refunds may be issued where:

• Items are returned with missing packaging

• Items show minor signs of handling

• Value has been reduced after delivery

Shipping fees are non-refundable, except where required by law.

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8. Payment Provider-Specific Terms

Klarna & Clearpay

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If you paid using Klarna or Clearpay:

• Refunds are processed only after return approval or fault confirmation

• Payment schedules remain governed by Klarna/Clearpay terms

• Any disputes raised directly with Klarna/Clearpay will be assessed using this policy and supporting evidence

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PayPal

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If you paid via PayPal:

• Refunds are issued to the original PayPal account

• Disputes or chargebacks opened through PayPal will be responded to using:

  • This policy

  • Delivery confirmation

  • Tracking data

  • Photographic evidence

Customers are encouraged to contact us before opening a payment dispute.

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9. Chargebacks & Disputes

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Initiating a chargeback or payment dispute without contacting us first may result in delayed resolution.

Luminara reserves the right to:

• Suspend further orders

• Refuse future service

• Provide all relevant documentation to payment providers

False or abusive claims may be reported to the payment processor.

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10. Refund Processing Time

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Approved refunds are issued to the original payment method.

Please allow:

• 5–10 business days after approval for processing

• Additional time for your bank or payment provider

Luminara is not responsible for delays caused by payment providers.

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11. Policy Abuse

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We reserve the right to refuse returns or refunds where there is evidence of:

• Repeated excessive returns

• Abuse of refund claims

• Fraudulent behaviour

This does not affect statutory consumer rights.

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12. Policy Updates

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We may update this policy at any time. Changes take effect immediately upon posting.

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13. Contact

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All refund and return enquiries must be submitted in writing to:

Luminara
Email: [insert contact email]

Refund Policy - the basics

Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.