Refund Policies

Last updated: 19 September 2026

Lunacarat wants you to keep wearing what you bought. This page explains when you can request a refund, a replacement or a return, and how to go about it.

Our 30-day guarantee

The 2-year warranty

Every piece is covered for two years against tarnishing, plating failure and manufacturing faults under normal wear. If your gold turns, a clasp fails or a stone drops out within that window, send us a photo and we will replace the piece free of charge.

The warranty covers the piece failing. It does not cover loss, theft, or damage from an accident — see below.

What qualifies for a refund, replacement or return

1. Delayed orders

If your parcel has not arrived within the window set out in our Shipping Policy, you are entitled to a full refund or a free replacement.

• Order not dispatchedRefund at any time before dispatch
• No tracking movement for 10+ daysReplacement or refund
• Not delivered within 14 business days of dispatchReplacement or refund

2. Damaged or faulty pieces

If your jewellery arrives damaged, bent, tarnished or with a broken clasp, send us a photo within 30 days of delivery. We will arrange a replacement or a full refund, and you will not normally need to send it back.

3. Wrong item received

If you receive the wrong piece, metal finish, size or quantity, we will ship the correct one at our cost or refund you in full.

4. Not as described

If a piece differs materially from its description or photographs on our website, you may request a refund or return within 30 days of delivery.

5. Change of mind

Unworn pieces in their original packaging may be returned within 30 days of delivery. Return shipping for change-of-mind returns is yours to cover, and the original shipping charge is not refunded.

What is not covered

• Damage from an accident, snagging, or being pulled out of shape
• Normal wear on the outermost plating after two years
• Discolouration caused by perfume, hairspray, chlorine bleach or harsh cleaners applied directly to the piece
• Pieces returned without their original packaging or with parts missing, where this materially reduces their value
• Earrings that have been worn, for hygiene reasons, unless faulty
• Personalised or engraved pieces, unless faulty or incorrectly made
• Requests made more than 30 days after delivery, other than warranty claims
• Gift cards and clearly marked final-sale items
• Delays caused by an incorrect address supplied at checkout

How to make a request

1. Email support@lunacarat.com with your order number.
2. Tell us what went wrong, and attach a photo if the piece is damaged, faulty or incorrect.
3. We will respond within 24 hours with a decision and, where a return is needed, the return address and instructions.

Returning an item

Where a return is required, pieces must be sent back within 14 days of approval, in their original pouch or box. We recommend a tracked service, as we cannot refund a return we never receive. Once it arrives and passes inspection, your refund is issued within 2 business days.

Return shipping is paid by Lunacarat when the piece is damaged, faulty, incorrect or not as described. For change-of-mind returns, return shipping is paid by you.

Refund timing

Approved refunds are issued to your original payment method. Once processed, funds typically appear within 5–10 business days, depending on your bank or card issuer. We will email you as soon as the refund has been sent.

If more than 10 business days have passed since we confirmed your refund and you still have not received it, contact your bank first, then let us know and we will chase it with you.

Cancellations and changes

Orders can be cancelled or amended free of charge within 12 hours of being placed, provided they have not yet been dispatched. Personalised pieces cannot be changed once engraving has started. After dispatch, please use the return process above.

Disputes

If you are unhappy with our decision, you retain all rights available to you under the consumer law of your country. Nothing in this policy limits those rights.

Need help?

Tell us what happened and we will sort it out.