Refund & Return Policy

Last Updated: May 26, 2026

At LumiSerene, we want you to love your jewelry as much as we loved creating it. If for any reason you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

For customers located in the European Economic Area (EEA) and the United Kingdom, you have a statutory 14-day cooling-off period to return eligible items without providing a reason, in accordance with applicable consumer protection laws.

1. Return Eligibility

To qualify for a return, eligible items must:

  • Be unused, unworn, and in their original condition
  • Be returned in the original packaging
  • Include proof of purchase or order confirmation

Returns that do not meet these conditions may not be accepted.

For customers outside the EEA and the United Kingdom, all return requests require review and approval from our customer support team.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Earrings, due to hygiene and health protection reasons
  • Personalized or custom-made items
  • Gift cards
  • Final sale or clearance items
  • Items damaged due to improper use, wear, or care

Due to the natural characteristics of pearls and handcrafted jewelry, slight variations in color, shape, texture, and finish are normal and are not considered defects.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at:

Email: pearl@lumiserene.com

Please include:

  • Your order number
  • Photos of the item and packaging
  • A brief description of the issue

We will review your request and, where appropriate, provide a replacement, store credit, or refund.

We may request additional information or evidence to assist with the review of your claim.

4. Return Process

To initiate a return, please contact our customer support team at:

Email: pearl@lumiserene.com

Unauthorized returns may not be accepted.

The return address will be provided by our support team after your request has been approved.

Unless the return is due to our error or a defective item, customers are responsible for return shipping costs.

We strongly recommend using a trackable shipping service, as we are not responsible for items lost or damaged during return transit.

5. Refunds

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, refunds will be processed to the original payment method within 5–10 business days after the returned item has been received and approved, and in any event no later than 14 days where required by applicable law.

Original shipping fees are non-refundable unless otherwise required by law.

Customs duties, taxes, and import fees (if applicable) are non-refundable. Customers are responsible for any customs charges imposed by local authorities.

6. Order Cancellations

Orders may be cancelled before they are processed and shipped.

Once an order has been processed or shipped, it can no longer be cancelled.

7. Shipping Delays & Lost Packages

Delivery times provided on our Site are estimates only and are not guaranteed.

We are not responsible for delays caused by shipping carriers, customs clearance, weather conditions, or other circumstances outside our control after an order has been shipped.

Once a package is marked as delivered by the carrier, responsibility for the package transfers to the customer. If you believe your package has been lost or stolen, we recommend contacting the shipping carrier directly.

8. Refused Deliveries & Incorrect Addresses

Customers are responsible for providing accurate shipping information at checkout.

We are not responsible for packages lost, delayed, or returned due to incorrect or incomplete shipping information provided by the customer.

If a package is refused or returned to sender, original shipping fees and any return shipping costs may not be refundable.

9. Exchanges

At this time, we do not offer direct exchanges.

If you would like a different item, please place a new order after your return has been approved.

10. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Brand Name: LumiSerene
Website: https://lumiserene.com
Customer Support Email: pearl@lumiserene.com
Business Address: Hangzhou, Zhejiang，China

11. Consumer Rights

Nothing in this Policy shall limit or exclude any consumer rights granted under applicable law.