Refund Policy
RETURN POLICY – Luzia Joyas
General return conditions
Luzia Joyas accepts returns within 30 days of order receipt.
Return costs are borne by the buyer, and products must be sent to the central warehouse in Asia.
Returns are not free and include shipping costs.
Summary of conditions
- Return period: 30 days
- Cancellation period: 14 days
- Return costs: borne by the customer
Conditions for accepting returns
An order can be returned if you are not satisfied, provided all the following conditions are met:
- The product contains all original parts and packaging in perfect condition
- The product shows only normal use, without damage due to negligence
- Hygienically sensitive products are properly cleaned before return
- Any defect was reported immediately upon receipt
- We reserve the right to charge return costs
Refunds will be processed within up to 7 business days after verification.
Luzia Joyas reserves the right to refuse a return if there are signs of improper use or damage caused by the customer.
How to return an order
To initiate a return, follow these steps:
1. Send an email
Send an email to: hola.luziajoyas@gmail.com
Subject: "Return Request"
2. Include necessary information
The email must contain:
- Order number
- Reason for return
- Product photo (in case of damage)
- Full name of the buyer
- Buyer's address
3. Await instructions
Our team will send you the exact return address.
⚠️ Do not send the product without prior approval.
4. Send the product
The buyer is responsible for sending the product to the warehouse in Asia.
Cancellation policy (right of withdrawal)
The buyer has the right to withdraw from the purchase within 14 days, if acting as a private consumer.
Cancellation period
The 14-day period begins when:
- The buyer (or an authorized person) receives the last product from the order
Important
Due to our automated system:
- Orders are processed immediately
- It is not possible to cancel orders that have already been shipped
- Returns are only possible after receiving the product
To exercise the right of withdrawal, notification must be sent via email.
Withdrawal becomes valid after the returned products are received.
Orders in transit
Since products are shipped from Asia:
- Delays beyond our control are possible
- It is not possible to cancel orders that are already in transit
The buyer must:
- Await order receipt
- Then initiate a return
For a faster process, it is recommended to send proof of return.
Refunds
What is refunded
- All payments made by the buyer
- The refund will be issued within up to 14 days
- The same payment method will be used
What is NOT refunded
- Return shipping costs
- Additional costs of more expensive shipping methods
- Damage caused by improper use
Refunds will only be issued after receipt and inspection of the returned products.
Final information
All returns must be sent to the central warehouse in Asia, with costs borne by the buyer.