Refund policy

Return & Refund Policy – Luxlab Collection

📅 Return Period

You have 30 days from the date you receive your order to request a return, in accordance with our extended return policy.
After this period, items can no longer be returned or refunded.

✅ Return Eligibility Conditions

To be eligible for a return, all of the following conditions must be strictly met:

The jewelry must not have been worn, used, or altered.
It must be returned in its original packaging, complete and in perfect condition.
The jewelry must be accompanied by proof of purchase (invoice or order confirmation email).
If your order included a free gift (free jewelry), it must also be returned.

⚠️ Returns that do not meet these conditions will not be accepted.

🚫 Exceptions & Non-Returnable Items

The following items are not eligible for return:

Worn, damaged, or incomplete jewelry
Personalized or custom-made items
Sale or discounted items (except in case of our error or a proven defect)
Gift cards

For hygiene reasons, earrings and piercings are non-returnable and non-refundable, in accordance with Article VI.53, 5° of the Belgian Code of Economic Law.

📦 Return Process

To initiate a return, please send an email to: hello@luxlabcollection.com, including:

Your full name
Your order number
The item(s) concerned
The reason for return (optional)

Once approved, we will provide you with the return address and instructions.

Important:

No return will be accepted without prior written approval.
Return shipping costs are the responsibility of the customer, except in the case of our error (defective or incorrect item).
Once your return request is approved, you have 7 calendar days to ship the item.
After this period, the return may be canceled and the refund refused.

💶 Refunds

Once your return is received and inspected, we will notify you of its approval or rejection.

If approved, the refund will be issued automatically via the original payment method, within 10 business days.

Please note that processing times may vary depending on your bank or card issuer.

If more than 15 business days have passed without receiving your refund, please contact us at hello@luxlabcollection.com.

🔁 Exchanges

We do not offer direct exchanges.
If you wish to receive a different item, please:

Return the original product (if eligible)
Place a new order separately

🇪🇺 Right of Withdrawal – European Union

In accordance with European regulations, you have a legal right of withdrawal of 14 days from the date you receive your order, without providing any justification.

This right applies under the same conditions:

Jewelry must be unworn
Returned in original packaging
With proof of purchase

Refunds will be processed under the same conditions outlined above.

🛠️ Defective Products or Order Errors

Upon receiving your package, please check your items immediately.

If a piece is damaged, defective, or if you received the wrong item, contact us promptly at hello@luxlabcollection.com with:

Photos of the item concerned
Your order number

If the error is on our part, we will cover the return shipping costs and proceed with a refund or replacement.

📩 Any questions?

Our customer service team is available at: hello@luxlabcollection.com