Return & Refund Policy

Thank you for shopping with Lumeorea by Horizonlink Traders Inc.
We want you to love your jewelry. If something isn’t right, please review the policy below to see how we can help.

1. General Return Conditions

To be eligible for a return or exchange:

  • The item must be:
    • Unworn and unused
    • Free from damage, stains, or signs of wear
    • In its original packaging with all tags, accessories, and gifts included
  • You must contact us before sending anything back. Unauthorized returns may be rejected.

Unless otherwise required by law, returns that do not meet these conditions may be refused or subject to a partial refund.

2. Return Window

  • Change of mind / non‑faulty items:
    Contact us within 7 days of delivery.
  • Defective, damaged, or incorrect items:
    Contact us within 48 hours of delivery.

The delivery date is based on the tracking information provided by the carrier.

3. Non‑Returnable Items

For hygiene and safety reasons, and unless there is a confirmed quality issue, the following are generally non‑returnable:

  • Worn earrings and certain body/close‑contact jewelry
  • Items clearly used, altered, or damaged by the customer
  • Custom / personalized items (engraved, special size, made‑to‑order etc.)
  • Final sale / clearance items marked as “Non‑returnable” or “Final Sale” on the product page

Where applicable consumer laws provide additional rights, we will comply with those laws.

4. Damaged, Defective or Wrong Item

If you receive:

  • A damaged item
  • A defective item
  • The wrong item or missing items in your order

Please contact us within 48 hours of delivery.

What to provide:

  1. Order number
  2. Description of the issue
  3. Clear photos or a short video showing:
    • The overall product
    • The specific defect/damage
    • The packaging and shipping label (if relevant)

Once confirmed, we will offer one of the following, depending on your preference and stock availability:

  • Replacement of the same item
  • Exchange for another item of equal value (price differences may apply)
  • Full or partial refund

5. Return Process

  1. Contact us first

  2. Wait for instructions

    • We will confirm whether your item is eligible for return
    • We will provide the return address and any required reference/authorization number

  3. Pack your return

    • Include the product, all accessories, and original packaging
    • Include your order number and contact information inside the parcel
    • Use protective packaging to avoid damage in transit

  4. Ship the item back

    • Use a trackable shipping service where possible
    • Keep your receipt and tracking number until your return is processed

6. Return Shipping Costs

  • Change of mind / non‑faulty returns:

    • The customer is generally responsible for return shipping costs.
    • Original shipping fees (if any) are usually non‑refundable.

  • Faulty, damaged, or incorrect items:

    • If the issue is confirmed as our responsibility, we may:
      • Reimburse reasonable return shipping costs (with proof of payment), or
      • Provide a prepaid label / alternative solution (where available).

Specific arrangements may vary by location and must be confirmed by customer service in advance.

7. Refunds

Once we receive and inspect your returned item:

  1. We will notify you whether the return is approved or rejected.
  2. If approved, your refund will be processed to your original payment method.

Timing:

  • Processing by Horizonlink Traders Inc: typically 3–7 business days after receipt of the return
  • Processing by your bank or payment provider: usually an additional 3–10 business days, depending on their policies

Deductions (if applicable):

  • Return shipping costs (if borne by us but not covered by policy)
  • Any customs/duty fees that cannot be recovered
  • Partial refunds for items not returned in original condition (used, damaged, missing parts, etc.), unless due to our error

8. Exchanges

We can normally offer exchanges in the following situations:

  • Different size or color of the same item (if available)
  • Exchange to another product of equal or higher value (you pay the difference if higher)

Process:

  1. Contact us to confirm item availability.
  2. Return the original item according to our instructions.
  3. After we receive and approve the return, we will arrange shipment of the replacement item.

In some cases, it may be faster to:

  • Receive a refund for the first order, and
  • Place a new order directly on the website.

Our team will advise you on the best option for your case.

9. Order Cancellations & Address Changes

  • Before shipment:

    • If your order has not yet been processed or shipped, contact us as soon as possible.
    • We will do our best to cancel or update your order.

  • After shipment:

    • Orders that are already shipped cannot be canceled or have the address changed.
    • You may follow the standard return process after receiving the package, where applicable.

If an incorrect address was provided and the package is returned to us, we can:

  • Reship to the correct address (additional shipping cost may apply), or
  • Process a refund minus any shipping and handling costs, where allowed by law.

10. Customs, Duties & Taxes (International Orders)

For international shipments, your order may be subject to:

  • Import duties
  • Taxes
  • Customs fees

These charges are usually not refundable by us, even if you return your order, because they are charged by your local customs authority, not by Horizonlink Traders Inc.

Please check your local regulations before placing an order.

11. Contact Information

If you have any questions about this Return & Refund Policy or need help with a specific order, please reach out:

Horizonlink Traders Inc reserves the right of final interpretation of this policy within the limits of applicable law.
Where local consumer protection laws provide additional statutory rights, those rights will apply in addition to this policy.