RETURN POLICY

ONLINE ORDER CANCELLATIONS:

If you wish to cancel an order please email us immediately at info@lumatogems.com.  They can be cancelled at any time up until the order is dispatched.  If your order has already been dispatched, we will be unable to redirect it therefore please return the parcel for a refund when it is received.  Please note that we cannot accept cancellations for bespoke orders or personal orders that include any personalisation e.g. engraving.

RETURNS

Goods purchased from Lumato Gems may be returned within 14 days of purchase providing that the items are unused and in their original condition & packaging. This does not affect your statutory rights.  Customised items, e.g. special orders, engraved orders etc are non-returnable, non-refundable and non-exchangeable. In case of return immediately (within 14 days) at info@lumatogems.com.

LATE OR LOST DELIVERIES

We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international deliveries) – Fedex deems items as “lost” after this amount of time.  We advise all items are delivered to home addresses as if an item is delivered to an office, it can sometimes go missing if signed for by a colleague or left in an unknown place.

LIABILITY

If the goods we deliver are incorrect, damaged or the incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within 7 working days of the delivery.  If you do not receive goods ordered within 7 working days of the date on which you ordered them, we shall have no liability to you unless you notify us by email of the problem within 14 days of the date on which you ordered the goods. If you notify us of a problem under this condition, our only obligation will be to redeliver, refund or replace any damaged item. We cannot be held responsible for any delays once the goods have left us and are in possession of the courier or Customs.

LIMITATIONS OF LIABILITY

So far as permitted by law, we exclude any liability for loss or damage of any kind resulting from the use of the site.