Refund policy

Return & Refund Policy

Last updated: July 9, 2026

Thank you for choosing Guangzhou Luster Jewelry Co., Ltd.

We are committed to providing high-quality laboratory-created gemstones and professional service. Please carefully review our return and refund policy before placing your order.

1. Return Eligibility

We accept return requests for eligible products under the following conditions:

The return request must be submitted within 7 days after delivery.
The product must be unused, unworn, and in its original condition.
The product must include all original packaging, certificates (if applicable), and accessories.
The product must not have been altered, resized, recut, polished, mounted, or otherwise modified.

Customers must contact us before returning any item. Unauthorized returns may not be accepted.

2. Non-Returnable Items

Due to the customized nature of gemstone products, the following items are not eligible for return or refund:

Custom-cut gemstones made according to customer specifications
Non-standard sizes or special dimensions
Custom colors or specially produced materials
Products that have been modified, engraved, mounted, or altered after delivery
Clearance or special sale items
Products damaged due to improper handling after delivery

3. Product Quality Issues

We carefully inspect all products before shipment.

If you receive a product with a manufacturing defect, incorrect item, or quality issue caused by us, please contact us within 7 days after delivery with:

Order number
Description of the issue
Clear photos or videos showing the problem

After verification, we will provide an appropriate solution, including replacement, repair, or refund where applicable.

4. Return Shipping

For approved returns:

Customers are responsible for return shipping costs unless the product is confirmed to have a manufacturing defect or an error caused by us.
We recommend using a trackable and insured shipping method for returned items.
Guangzhou Luster Jewelry Co., Ltd. is not responsible for products lost or damaged during return shipment.

5. Refund Process

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 5–10 business days after confirmation.

Refunds will be issued to the original payment method.

Please note that:

Original shipping fees are non-refundable unless the return is caused by our error.
Any customs duties, taxes, or import fees paid by the customer are not refundable.

6. Order Cancellation

Order cancellation requests must be submitted before production begins or before the order has been shipped.

For customized or made-to-order products, cancellation may not be accepted once production has started.

If cancellation is approved after production begins, any completed production costs, raw material costs, or service fees may be deducted from the refund amount.

7. Exchange Policy

We currently do not offer direct exchanges.

If you need a different product, size, or specification, please contact us and we will assist you with a new order.

8. Wholesale & Custom Orders

For wholesale orders, bulk purchases, and custom production orders, return and refund terms may be agreed separately based on the quotation, Proforma Invoice (PI), or sales agreement.

Production samples, custom-cut gemstones, and specially manufactured products are subject to individual approval before production.