Refund policy

At Luwanna and Guri, we want you to love your jewellery. If you're not entirely satisfied with your purchase, we're here to help with our straightforward refund and exchange policy.

Returns and Exchanges

1. Change of Mind:
• We offer a 30-day return or exchange period from the date of purchase for change of mind.
• Items must be in original condition, unworn and unaltered in their original packaging
• Proof of purchase (receipt or order confirmation) is required.

 

1. Faulty or Incorrect Items:
• If you receive a faulty or incorrect item, please contact us immediately.
• We will provide a full refund or replacement.

We apologize for any inconvenience caused by receiving a faulty item.

Please Note:

• Colour tarnishing is not considered a fault, as we cannot control how the product is handled once it has left our warehouse.

Exclusions

• For hygiene reasons, earrings cannot be returned or exchanged unless faulty.
• Custom-made or engraved items may only be returned if they are faulty or not as ordered.

How to Return or Exchange

1. Contact Us:
• Please email us at hello@luwannaandguri.com with your order number and reason for return or exchange.
• We will provide you with a return authorization and instructions on how to proceed.
2. Return Shipping:
• You are responsible for return shipping costs unless the item is faulty or incorrect.
• We recommend using a trackable shipping service or purchasing shipping insurance.
3. Refund Process:
• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, refunds will be processed to the original method of payment within 7 business days. Please note, The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.

Contact Us

If you have any questions about our refund and exchange policy, please contact us at:

• Email: hello@luwannaandguri.com
• Business Hours: Monday to Friday, 9 AM - 6 PM (AEST)