Return policy
Last Updated: August 2026
Thank you for shopping with us. Please review the following Return Policy carefully before placing an order. This policy explains how we handle requests involving damaged products, manufacturing defects, or incorrect items received.
1. General Policy
Unless otherwise stated in this policy, all purchases are considered final.
We do not provide returns or product exchanges for reasons such as change of mind, ordering the wrong item, or customer preference.
Exceptions are only available when an item is confirmed to be damaged, defective, or incorrectly shipped, subject to the claim requirements outlined below.
2. Damaged, Defective, or Incorrect Items
We strive to ensure every order meets our quality standards. If you believe your order arrived with a problem, please notify us as soon as possible.
Reporting Deadline
All products should be inspected immediately after delivery.
Claims relating to damaged goods, product defects, or incorrect items must be submitted within 7 days of the delivery date.
Claims submitted after this period may not be eligible for review.
Information Required
To begin the review process, please email support@luisajewels.com and include:
- Your Order Number (example: 015SHOP-1218)
- The email address used when placing the order
- A detailed explanation of the issue
- Clear photos or a short video showing the damage, defect, or incorrect item received
Providing complete information will help us process your request more efficiently.
Claim Review
Once your claim has been received, our support team will carefully evaluate the information provided.
If the claim is approved, we will determine the most appropriate solution based on the specific circumstances. Depending on the case, the resolution may include:
- A replacement item
- A partial refund
- A full refund
All decisions are made on an individual case basis.
3. Refund Process
When a refund is approved, either in full or in part, it will be issued to the original payment method used for the purchase.
Please allow approximately 7–12 business days for the refunded amount to appear on your account.
Actual processing times may vary depending on your payment provider or financial institution.
4. Replacement Policy
We do not offer standard product exchanges.
Replacement products are only available when a claim for a damaged or defective item has been submitted, reviewed, and approved under this policy.
5. Unauthorized Returns
Please do not return any merchandise unless our customer support team has specifically instructed you to do so.
Packages returned without prior authorization cannot be accepted or processed.
Items received without an approved claim may not qualify for a replacement or refund and may be discarded without further notice.
6. Contact Us
If you have any questions regarding this Return Policy or would like to submit a claim, please contact our customer support team.
To help us assist you more quickly, please include your Order Number and the email address used for your purchase in every message.
Email: support@luisajewels.com
Customer Service: +1 (424) 347-8981
Understand our return policy for damaged, defective, or incorrect items. Claims must be submitted within 7 days of delivery with photos and order details. Approved claims may result in replacement, partial, or full refund. Contact support@luisajewels.com or +1 (424) 347-8981.
Company Information
Hong Kong Hu Jie International Limited
Flat/Rm 1203, 12/F, Tower 2
China Hong Kong City
33 Canton Road
Tsim Sha Tsui, Hong Kong