Refund & Return Policy

Effective Date: July 1, 2026

At LumiSerene, we want you to feel confident about your jewelry purchase. This Refund & Return Policy explains the conditions and procedures for returns, refunds, cancellations, damaged products, delivery issues, and quality-related claims.

This Policy applies to eligible orders placed through our official website and delivered to customers in the United States.

1. 30-Day Return Period

Eligible products may be returned by contacting us within 30 calendar days after the recorded delivery date.

To qualify for a standard return, the product must be:

• Unworn and unused;
• Undamaged;
• In its original condition;
• Returned in its original packaging;
• Accompanied by its original accessories, complimentary gifts, care materials, and other included items;
• Supported by a valid order number or proof of purchase.

Products showing signs of wear, use, damage, alteration, improper storage, missing packaging, or missing accessories may not qualify for a full refund.

Customers must contact LumiSerene and receive return authorization before mailing a product. Unauthorized returns may not be accepted or processed.

2. Non-Returnable Products

For hygiene, safety, or customization reasons, the following products are not eligible for standard returns or exchanges:

• Earrings and other pierced-ear jewelry once the protective packaging has been opened or the item has been tried on;
• Personalized products;
• Engraved products;
• Customized products;
• Made-to-order products;
• Gift cards;
• Products clearly marked “Final Sale” before purchase;
• Products damaged through improper use, storage, handling, cleaning, or care.

Any applicable return restriction will be disclosed on the relevant product page before purchase.

These restrictions do not apply when a product arrives damaged, defective, incorrect, or materially different from the item ordered, or when a refund, replacement, or other remedy is required by applicable law.

3. 30-Day Quality Promise

LumiSerene provides a 30-Day Quality Promise covering:

• Products that arrive damaged;
• Products with eligible manufacturing defects;
• Incorrect products;
• Products materially different from the item ordered.

If you receive a damaged, defective, incorrect, or materially different product, or discover an eligible manufacturing-quality issue, please contact us as soon as reasonably possible and no later than 30 calendar days after the recorded delivery date.

Please provide:

• Your order number;
• A clear description of the issue;
• Clear photographs or videos showing the problem;
• Photographs of the packaging and shipping label, when applicable.

Please retain the product, original packaging, and shipping materials until we complete our review.

After reviewing and confirming the issue, LumiSerene may provide an appropriate remedy, including:

• A replacement;
• A full or partial refund;
• Another mutually agreed solution.

For confirmed quality issues covered by this promise, LumiSerene will be responsible for reasonable replacement or return shipping costs.

The 30-Day Quality Promise is separate from the standard 30-Day Return Period. Standard returns cover eligible returns based on preference, fit, style, or change of mind. The Quality Promise covers confirmed damaged, defective, incorrect, or materially different products.

Customers may rely on whichever protection applies to their claim.

This Quality Promise is provided in addition to any consumer rights that cannot legally be excluded or limited.

4. Issues Not Covered by the Quality Promise

The 30-Day Quality Promise does not cover:

• Normal wear and tear;
• Accidental damage occurring after delivery;
• Scratches, dents, bending, or breakage caused after delivery;
• Improper use, handling, cleaning, or storage;
• Damage caused by water, perfume, lotions, sweat, cosmetics, or harsh chemicals;
• Tarnishing or deterioration caused by improper jewelry care;
• Unauthorized repair, alteration, or modification;
• Loss of a product or product component after delivery;
• Failure to follow the jewelry care instructions provided on our website or with the product.

We may request additional information or evidence when reasonably necessary to determine whether an issue qualifies under the Quality Promise.

5. Naturally Unique Cultured Freshwater Pearls

Many LumiSerene products contain cultured freshwater pearls.

Cultured freshwater pearls naturally vary in shape, size, surface texture, luster, color, and tone. These subtle variations are part of each pearl’s individual character and make every piece unique.

Minor natural variations are not considered defects solely because a pearl differs slightly from product photographs, another pearl, or another piece of the same design.

This section does not exclude products that are materially damaged, incorrectly made, defective, or materially different from the product ordered.

6. How to Request a Return

To request a return, email us at:

pearl@lumiserene.com

Please include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return;
• Photographs or videos if the request involves damage, defects, or an incorrect product.

Our customer support team will review your request and provide return instructions if the return is approved.

Approved returns are currently sent to our authorized return facility in China. The exact return address will be provided after your return request is approved.

The authorized return address may be different from the address shown on the original shipping package or on our About Us page.

Please do not mail a product before receiving return authorization and the correct return address. Products mailed without authorization or sent to an incorrect address may not be accepted or refunded.

7. Return Shipping Costs

For standard returns based on preference, fit, style, or change of mind, the customer is responsible for international return shipping costs to our authorized return facility in China.

LumiSerene will be responsible for reasonable return or replacement shipping costs when the return is caused by:

• A damaged product;
• An eligible manufacturing defect;
• An incorrect product;
• A product materially different from the item ordered;
• Another confirmed error made by LumiSerene.

We strongly recommend using a trackable shipping service and retaining proof of shipment.

LumiSerene is not responsible for unauthorized returns, untracked returns, or returns mailed to an incorrect address.

If we provide a prepaid return label, the customer must use the provided label and follow the return instructions.

8. Return Inspection

Returned products will be inspected after they arrive at the authorized return location.

We may consider:

• Whether the return was requested within the applicable return period;
• Whether the product is unworn and unused;
• Whether the product remains in its original condition;
• Whether the original packaging, accessories, gifts, and materials are included;
• Whether the product was damaged after delivery;
• Whether the return complies with this Policy.

If a returned product shows material signs of use, wear, damage, alteration, contamination, or missing components, the return may be rejected or the refund may be reduced where permitted by law.

We will notify you by email after the returned product has been inspected.

9. Refunds

If a refund is approved, it will be issued to the original payment method.

LumiSerene will generally initiate an approved refund within seven business days after the returned product has been received, inspected, and accepted.

After we initiate the refund, additional processing time may be required by PayPal, your bank, card issuer, or another payment provider.

Unless the return is caused by our error:

• Original shipping fees are non-refundable;
• Customer-paid return shipping costs are non-refundable;
• Customs duties, import charges, taxes, or fees paid directly to government authorities or delivery carriers cannot be refunded by LumiSerene.

If the product arrived damaged, defective, incorrect, or materially different from the item ordered, eligible original shipping charges may also be refunded.

Refunds will not be issued as store credit unless the customer agrees to receive store credit.

10. Promotional Products and Complimentary Gifts

If a returned order included a complimentary gift, promotional item, complimentary accessory, or other promotional benefit, the promotional product may also need to be returned in unused condition.

If the promotional product is not returned, LumiSerene may deduct its stated value from the refund when this condition was disclosed with the promotion and where permitted by law.

Refunds for discounted orders are calculated based on the amount actually paid after discounts.

Promotional codes, discounts, and complimentary benefits have no cash value and cannot be refunded separately.

11. Order Cancellations and Shipping Delays

If you wish to cancel an order, contact us as soon as possible at:

pearl@lumiserene.com

We will attempt to cancel the order if it has not entered processing or been shipped. However, cancellation cannot be guaranteed after fulfillment has started.

Once an order has shipped, it cannot be canceled. After delivery, the customer may request an eligible return under the conditions of this Policy.

If LumiSerene cannot ship an order within the stated processing period, we will notify the customer and provide the option to:

• Accept the revised estimated shipping date; or
• Cancel the unshipped order for a full refund.

If the customer does not agree to the revised shipping date, LumiSerene will cancel the unshipped order and issue a prompt full refund.

12. Delayed or Lost Packages

Delivery estimates are not guaranteed arrival dates.

Delays may occur because of customs processing, carrier disruptions, severe weather, public holidays, remote delivery locations, incorrect delivery information, or other circumstances beyond our reasonable control.

If your package has not arrived within seven business days after the end of the estimated delivery period, please contact us at:

pearl@lumiserene.com

We will review the tracking information and, where appropriate, open an investigation with the shipping carrier.

If the carrier confirms that a package was lost in transit before delivery, LumiSerene will provide an appropriate solution, which may include:

• A replacement shipment; or
• A refund to the original payment method.

13. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

• Check around the delivery location;
• Ask household members, neighbors, reception staff, or building management;
• Contact the last-mile delivery carrier;
• Contact LumiSerene within seven calendar days of the recorded delivery date.

We will provide reasonable assistance with a carrier investigation.

Eligibility for a replacement or refund for a package confirmed as delivered will depend on the carrier’s investigation, available delivery evidence, the circumstances of the case, and applicable law.

14. Incorrect Addresses and Refused Deliveries

Customers are responsible for providing accurate and complete delivery information at checkout.

If you notice an address error, please contact us immediately. We will attempt to update the address before shipment, but we cannot guarantee that a change can be made after processing begins.

If a package is returned because of:

• An incorrect or incomplete address supplied by the customer;
• Customer refusal;
• Failure to collect or receive the package;
• Repeated unsuccessful delivery attempts;
• Unpaid customs charges;

LumiSerene may deduct the actual original shipping cost, return shipping cost, customs charges, or other nonrecoverable carrier fees from an eligible refund, to the extent permitted by law.

Additional shipping fees may apply if the customer requests reshipment.

Refusing delivery does not automatically qualify an order for a full refund.

15. Exchanges

We do not currently offer direct exchanges for changes of preference, size, style, or product selection.

If you would like a different eligible product, please request a return for the original product and place a new order separately.

Earrings and other pierced-ear jewelry cannot be returned or exchanged after the protective packaging has been opened or the item has been tried on.

Replacement products provided for confirmed damaged, defective, incorrect, or materially different items are handled under the 30-Day Quality Promise and are not considered standard exchanges.

16. Fraudulent or Abusive Claims

LumiSerene may reject a return, refund, replacement, or quality claim when there is reasonable evidence of:

• Fraud;
• Deliberate product damage;
• False or altered photographs or videos;
• Repeated abuse of return policies;
• Returning a different product;
• Returning counterfeit or substituted merchandise;
• Knowingly false or fraudulent payment disputes;
• A material violation of this Policy.

This provision does not limit legitimate consumer claims or rights available under applicable law.

17. Consumer Rights

Nothing in this Policy excludes, restricts, or modifies any consumer warranty, remedy, liability, or right that cannot legally be excluded or limited.

If applicable law provides greater protection than this Policy, the legally required protection will apply.

18. Changes to This Policy

LumiSerene may update this Refund & Return Policy when our products, procedures, or legal obligations change.

Material updates will be posted on this page with a revised effective or updated date.

The Policy in effect when an order was placed will generally apply to that order unless a later change is required by law or is more favorable to the customer.

19. Contact Us

If you have questions about a return, refund, cancellation, delivery issue, or quality claim, please contact us:

Brand: LumiSerene

Website: https://lumiserene.com

Customer Support Email: pearl@lumiserene.com

Business Information: Available on our About Us page.