Refund policy
# Return & Refund Policy
At Chandom Lux, we want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below.
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### 1. 14-Day Return Window (UK & EU)
• In accordance with UK and EU Consumer Rights regulations, you have *14 calendar days* from the day you receive your parcel to notify us that you wish to return your item.
• Once your return request has been submitted, you must dispatch the item back to us within another *14 calendar days*.
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### 2. Return Eligibility & Conditions
• Items must be unworn, undamaged, in their original condition, and returned in their original packaging and jewelry pouches.
• Proof of purchase (order confirmation or receipt) is required.
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### 3. Strictly Non-Returnable Items (Legal Exemptions)
Under UK and EU consumer law, the following items are strictly *exempt from returns and refunds* (unless received damaged or faulty):
• *Pierced Earrings:* For health and hygiene reasons, earrings cannot be returned if the packaging or hygiene seal has been opened.
• *Personalized & Custom Jewelry:* Any bespoke pieces, custom-made ring sizes, or items with personal engravings.
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### 4. Sale & Discounted Items
• Sale and clearance items (excluding pierced earrings and customized pieces) *are eligible for returns* within the standard 14-day window.
• Refunds will be issued for the actual amount paid for the item.
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### 5. Return Shipping Costs (Buyer's Responsibility)
• *Customers are responsible for all return shipping postage costs.*
• We do not provide free return labels.
• Original shipping fees paid at checkout are non-refundable (except for standard delivery when a full order is returned in accordance with statutory regulations).
• We strongly recommend using a *Tracked shipping service* (e.g., Royal Mail Tracked) and keeping proof of postage. We cannot issue a refund until the returned package is safely delivered and inspected.
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### 6. Faulty, Damaged, or Incorrect Items
If your jewelry arrives damaged or defective, please contact us within *48 hours* of delivery with clear photos of the issue. We will arrange a replacement or full refund, including covering the return shipping costs.
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### 7. How to Start a Return
To start a return, please contact us at chandomlux@gmail.com with your order number and item details. We will provide our return address and instructions.