Refund policy

DluxGems Refund & Protection Policy

First Order Protection – Shop With Confidence

Every piece is handcrafted per order and backed by our Lifetime Moissanite Shine Guarantee. If there is an issue with your order, we will resolve it quickly and professionally.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, we will repair or replace it at no cost.

• Must be reported within 14 days of delivery

• Photo or video proof is required

• Replacements are prioritized in production

• You are fully protected on your first order

Lost or Undelivered Packages

If your package is confirmed lost by the carrier:

• A free replacement will be sent

• If a replacement is not possible, a full refund will be issued

Perfect Fit Promise (Sizing Assistance)

Because every item is handcrafted for each customer, we do not offer returns for incorrect sizing. However, we do provide assistance:

• Size support and guidance before ordering

• Local resizing reimbursement available (case-by-case)

• Paid resizing services available if needed

• Customers will never be left without a solution

Change of Mind Policy

Since each piece is made to order, we do not accept returns for:

• Change of mind

• Personal preference

• Ordering the wrong size, color, or length

Customers are responsible for reviewing product details before completing their order. Our team is available before purchase to help with sizing or style guidance.

Warranty Coverage

We stand behind the craftsmanship of every product.

Coverage	Included
Lifetime Moissanite Shine Guarantee	Yes
Moissanite Tester Pass Guarantee	Yes
Defects on arrival	Yes
Craftsmanship warranty (clasp, links, stone setting) – 90 days	Yes
Wear and tear, misuse, water damage, accidental damage	Not covered

Not Covered

 

• Tarnish from chemicals, skin oils, or improper care

• Scratches or wear from daily use

• Intentional or accidental damage

• Loss or theft after delivery

• Unauthorized repairs or modifications

• Incorrect size chosen by customer

• Personal dissatisfaction without product defect

Payment Disputes and Fraud Protection

We work in good faith to resolve all legitimate order issues. However, fraudulent disputes increase costs for honest customers and will not be tolerated.

 

• Unauthorized chargebacks or payment disputes are considered fraudulent if tracking and delivery are confirmed

• DluxGems provides proof of production, shipping, and delivery to payment processors

• Disputes must be attempted to be resolved directly through DluxGems before escalation

• Fraudulent disputes may result in:

  • Order cancellation

  • Account blacklisting

  • Collections and legal processing

How to File a Claim

 

• Email: infodluxgems@gmail.com with your order number, photos/videos and a description of the issue

• Response time: 24-48 hours