Returns Policy — LUA Jewellery

We want you to love your LUA piece — and if you don't, we'd rather it found its way back to us than sat unworn in a drawer. Here's how returns work.

Change-of-mind returns (14 days)

If a piece isn't right for you, you can return it within 14 days of delivery for a refund, provided it is:

Unworn and in its original condition, and
Returned in its original packaging.

For change-of-mind returns, the cost of return shipping is yours — we recommend a tracked service, as the piece remains your responsibility until it reaches us. Original shipping charges aren't refunded for change-of-mind returns.

How to start a return

Email hello@luajewellery.com within 14 days of delivery with your order number and the piece you'd like to return.
We'll reply with the return address and instructions.
Once we've received and checked the piece, we'll refund you to your original payment method within 5 business days. Your bank or card issuer may take a few extra days to show the refund.

Exchanges

Because most LUA pieces are one of a kind, exchanges depend on what's available in the studio at the time. Email us and we'll do our best — otherwise a refund and a fresh choice is usually the simplest path.

Faulty items — your Consumer Guarantees Act rights

Under the New Zealand Consumer Guarantees Act 1993 (CGA), everything we sell must be of acceptable quality, fit for purpose, and match its description. If a piece is faulty, develops a fault with normal wear, or isn't what we described:

You're entitled to a remedy — a repair, replacement, or refund, depending on the nature of the fault.
These rights apply regardless of the 14-day window above.
We cover return shipping for faulty items.

Nothing in this policy limits or excludes your rights under the CGA — they cannot be contracted out of for personal purchases, and we wouldn't want to anyway.

To make a claim, email hello@luajewellery.com with your order number, a description of the issue, and a photo if you can.

A note on natural materials

Natural gemstones and freshwater pearls vary in colour, pattern, and shape — that variation is the character of a handcrafted piece, not a defect. If you're ever unsure whether something is a natural variation or a fault, just ask — we'll always tell you honestly.

Questions

Anything unclear? Email us at hello@luajewellery.com — we're happy to talk it through before or after you order.