Refund and exchange policy

We would rather you leave without a piece than buy one you will not wear. This policy sets out what happens if something is not right after you buy.

Lifetime exchange

Any piece made by Luvera can be brought back for exchange at any time, for as long as you own it. We value the gold at the prevailing rate and the diamonds against their certificates, and we do the valuation in front of you. Please bring the original invoice and certificates.

Lifetime care

Cleaning, polishing and re-plating are free for life on anything we made. Repairs that need new material or significant work are quoted to you before we begin.

Damaged or incorrect deliveries

If a piece reaches you damaged, or is not the piece described on your invoice, contact us within 48 hours of delivery with photographs and, if you have one, your unboxing video. Please do not wear or alter the piece. Once we receive it back and confirm the issue, we will replace it or refund you in full, as you prefer.

Returns

Because every piece is seen, sized and confirmed with you before billing, we do not offer change of mind refunds on pieces bought from stock. Our lifetime exchange above is available instead.

Custom and made-to-order pieces

Custom pieces are made for you alone. The advance on a custom order is not refundable once production has started. If the finished piece does not match the specifications we agreed in writing, we will remake or correct it at no cost.

How refunds are paid

Approved refunds are paid to the original payment method within 7 working days of the decision. Bank processing times may add a few days.