YOUR SATISFACTION, GUARANTEED
Every Luxe Gemmes piece is handcrafted to your exact specifications and backed by our Moissanite lifetime warranty. We stand behind every piece we create.
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MOISSANITE LIFETIME WARRANTY
MOISSANITE LIFETIME WARRANTY
Every Moissanite centerstone sold by Luxe Gemmes is warranted for life. This means your stone is covered against any loss of brilliance, optical clouding, or changes in color — for as long as you own it. Moissanite is one of the hardest gemstones on earth (9.25 on the Mohs scale), and your stone should look as stunning decades from now as the day it arrives.
This warranty covers the Moissanite centerstone itself. Normal wear to metal settings, prongs, and plating over time is not covered under the lifetime warranty but may be addressed through local repair services. Contact us anytime if you have questions about your stone's appearance — we're here to help.
HANDCRAFTED TO YOUR ORDER
Every Luxe Gemmes ring, band, and pendant is made to order — crafted specifically for you, with the stone shape, metal, and size you choose. Because your piece is uniquely yours, we ask that you double-check all details before placing your order:
- Ring size
- Metal type and color
- Stone shape and carat weight
- Any engraving or personalization
Because each piece is custom-made to your individual specifications, these items typically cannot be resold to other customers. For this reason, all sales are considered final 24 hours after your order is placed, and we are unable to accept returns or exchanges simply due to a change of mind. We encourage you to reach out to our team before ordering if you'd like help confirming your selections — we'd rather take an extra moment now than have you receive something that isn't perfect.
OUR 30-DAY RETURN POLICY
If your piece arrives with a manufacturing defect, you have 30 days from delivery to contact us. We want you to be thrilled with your jewelry, and if something isn't right with how it was made, we'll take care of it — whether that means a return, repair, replacement, or exchange.
To be eligible for a return, your piece must be:
- In its original, unworn condition — no scratches, signs of wear, or alterations
- Unresized and unmodified
- Returned with all original packaging and the Certificate of Authenticity
- Received at our office within 30 days of your original shipment date
If a free gift was included with your order, it must also be returned. If the gift has already been shipped separately, its retail value will be deducted from your return credit.
WHAT QUALIFIES AS A MANUFACTURING DEFECT?
We hold every piece to the highest standard. A manufacturing defect means your jewelry arrived with an issue that occurred during production — not through normal wear. Examples include:
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Wrong design or specifications — the piece doesn't match what you ordered (wrong stone shape, metal color, or ring size)
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Improperly set stones — loose, crooked, or visibly misaligned stones
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Visible craftsmanship flaws — large scratches, rough finishing, pitting, or other signs the piece was not delivered in new condition
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Appearance differs from your order — the item looks materially different from the product listing and the options you selected
If something feels off when you open the box, take a few photos and a short video and email us at support@luxegemmes.com. We'll review them promptly and work with you to make it right.
Normal characteristics of Moissanite and precious metals — such as slight variations in brilliance under different lighting or minor differences in gold tone between devices and in person — are not considered defects.
EXCHANGES FOR DEFECTIVE ORDERS
If your piece is confirmed to have a manufacturing defect, engagement rings, bands, and pendants may be exchanged for an item of equal or higher value. Our team will walk you through the options once the defect has been verified.
Because every piece is custom-made to your specifications, we are unable to offer exchanges for change of mind, change of preference, or buyer's remorse. Please double-check all order details before purchasing, and don't hesitate to contact us with questions before you order.
Earrings cannot be exchanged for hygienic reasons, even in the case of a defect. Defective earrings are eligible for a return and refund only.
FINAL SALE ITEMS
The following items are final sale and not eligible for returns or cancellations:
- Personalized or engraved jewelry
- Earrings (for hygienic reasons)
- Items purchased at a discount of 10% or more
- Items purchased during special promotions (15% off or greater)
- Contoured and eternity wedding bands (unsure about fit? Ask us for a refundable sample ring)
- Gift cards
- Layaway deposits
ORDER CANCELLATIONS
Need to cancel? We understand — just reach out within 24 hours of placing your order and we'll take care of it. A 10% processing fee applies to cover materials already allocated to your order.
After 24 hours, production has typically begun and cancellations are no longer available. Expedited orders cannot be cancelled as production begins immediately.
To cancel, email us at support@luxegemmes.com
HOW TO REPORT A DEFECT
Think something isn't right with your piece? Here's what to do:
1 Email Us with Photos & Video
Send an email to support@luxegemmes.com describing your concern. Include clear photos and a short video showing the issue. The more detail you provide, the faster we can help.
2 Our Team Reviews Your Case
Our quality team will evaluate the photos and video to determine if the issue qualifies as a manufacturing defect. We'll get back to you promptly with our assessment.
3 We Offer You Options
If a defect is confirmed, we'll present your options: a full refund, a repair, a replacement, or an exchange for an item of equal or higher value. You choose what works best for you.
4 Return & Resolution
If a return is needed, we'll provide a Return Authorization Number (RAN) and shipping instructions. Package the item securely with all original packaging, the invoice with your RAN, and the Certificate of Authenticity. Purchase shipping insurance and tracking — return shipping is the customer's responsibility. Once received, our team will inspect the item and process your refund within 7 business days to your original payment method. For security, don't write "jewelry" on the outside of the box.
GOOD TO KNOW
- Items returned without the Moissanite Certificate of Authenticity will have $300 per certificate deducted from the refund amount.
- Returns will not be accepted without a valid Return Authorization Number (RAN).
- While we offer free shipping on all orders, original shipping costs are non-refundable.
- We are not responsible for items lost or damaged during return shipment — insuring your package protects you.
- Please allow 2–3 weeks total from the date you ship for us to receive and process your return.
