Refund policy

LUMERIIA JEWELRY · CUSTOMER CARE

We want your jewellery to feel right. This policy explains returns, exchanges and refunds for purchases from lumeriia.co.za, operated by LUMERIIA JEWELRY (PTY) LTD.

Start your return

1. Email hi@lumeriia.co.za with your order number, the item and your preferred outcome.
2. For damaged, faulty or incorrect items, describe the issue. Photos help us assess it, but inability to provide photographs does not remove your legal rights.
3. Our team will provide the appropriate return address and packing instructions. Please check the address before dispatch; the courier label on your original parcel may show a different fulfilment location.
4. Pack the jewellery securely and include your order reference. Keep your dated dispatch receipt and tracking details until the return is resolved; our team may request them if needed.

You do not need our prior approval to notify us of a statutory cancellation. Our response time does not extend or shorten a legal deadline.

Frequently asked questions

Yes. You may request a size or style exchange for eligible new, unworn jewellery within 30 days of your original order’s delivery. Exchanges depend on stock availability. You may choose store credit instead, but it is not required where you are entitled to a monetary refund. Email hi@lumeriia.co.za with your order number and preferred size or style to begin.

Once your return arrives, allow 3–5 business days for inspection and exchange processing. After processing, we aim to dispatch your replacement on the following business day. Delivery is estimated at 4–7 business days from dispatch, depending on your address and courier service. We will email your replacement confirmation and tracking details. These are estimates, not guaranteed delivery dates; we will contact you if stock or delivery delays affect your exchange.

Your return parcel must be handed to the courier within 30 calendar days of the original delivery date. Keep the dated dispatch receipt as proof. Submitting a request or completing an exchange does not restart this voluntary exchange period. This does not shorten any statutory rights or protections that apply to replacement goods.

For change-of-mind or sizing exchanges, we do not provide prepaid return labels. You arrange and pay for the return shipment, and we cover standard replacement delivery within South Africa. If we agree to accept a worn item outside our normal voluntary return conditions, a restocking fee of up to 20% of the returned item’s purchase price may apply. Any proposed fee and the reason will be explained and agreed with you before processing. No restocking fee applies where it would conflict with statutory rights, including qualifying defective-goods returns or applicable online cooling-off cancellations.

You may compare quotes from The Courier Guy, Pudo or another reliable tracked courier. Confirm the service can deliver to the return address supplied by our team before booking. Keep your dispatch receipt and tracking details until you receive refund or exchange confirmation. You do not need to send us the tracking number proactively, but we may request it to locate a delayed parcel.

Yes. Eligible new, unworn jewellery may be returned for a refund within 30 days of original delivery, subject to the voluntary return conditions below. Contact hi@lumeriia.co.za for return instructions. Refunds are made to the original payment method; store credit is optional. Separate statutory rights may apply even when the voluntary return window has ended.

After your return reaches us, allow 3–5 business days for inspection and refund processing. We will email you when the refund has been issued. Your bank or payment provider will then typically take 4–6 business days to display the funds. Bank timing can vary. If the refund remains missing after that estimated period, contact us with your order number. These estimates do not override any legally required refund deadline.

Condition and packaging

Our voluntary change-of-mind offer covers jewellery that has not been worn beyond a careful fitting, altered, engraved or damaged after delivery. Include the jewellery box, accessories and any supplied certificates. Contact us if packaging is missing so we can explain the available options before you send the item.

For hygiene reasons, pierced earrings that have been worn are excluded from our voluntary change-of-mind offer. Personalised or specially altered pieces are also excluded from that offer. These conditions do not exclude remedies for faulty goods or any applicable statutory cancellation rights.

Worn jewellery does not automatically qualify for a voluntary return. If we agree to accept it, any restocking fee will be handled as explained in the return-label FAQ above. We will explain an ineligible return and discuss the available options before taking further action.

Faulty, damaged or incorrect goods

Tell us promptly if your order arrives damaged or contains the wrong item. Prompt reporting helps with investigation; it does not reduce your statutory rights.

Where section 56 of South Africa’s Consumer Protection Act applies, goods that fail the applicable quality standards within six months of delivery may be returned without penalty, at our risk and expense. You may choose repair, replacement or refund as provided by the Act. Ordinary wear or damage caused by misuse does not automatically establish a manufacturing defect.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online purchase without giving a reason or paying a penalty within seven days after receiving the goods. Only the direct cost of returning the goods may be charged. Payments must be refunded within 30 days of cancellation.

Statutory exceptions may apply, including goods made to your specifications or clearly personalised. We assess the applicable right rather than treating all earrings or all discounted items as automatically excluded.

Refund method and exchange availability

Approved monetary refunds are returned to the original payment method for the amount paid for the returned item, in ZAR. We will confirm any legally required reimbursement of other payments. Store credit is issued only if you choose it; it does not replace a refund to which you are entitled by law.

If your requested replacement is unavailable, we will discuss an alternative or the applicable refund option. Any price difference must be agreed before the replacement is arranged. The estimates above do not override statutory refund deadlines.

Your rights come first

This voluntary policy supplements South African consumer law. Nothing here limits a mandatory right or remedy. The original-delivery exchange window does not shorten any warranty or statutory protection applicable to a replacement.