Return Policy

We have a 14 day return policy on items less than $5000 dollars. Items valued greater than $5000 will not be eligible for return, along with custom items. This means after receiving your item if you request a return you will be denied. We believe in personalizing each item custom upon request to assure excellent quality jewelry. 

All moissanite gemstones sold by Luminate Z include a 1-year warranty.

All gemstones at Luminate Z are GRA Certified. GRA (Gemological Rating Laboratory of America) is the standard of excellence recognized in gemstones services worldwide. Upholding top technicians and gemologists that have allowed the evolution of Moissanite gemstones.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging for items valued under $5000 dollars. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@luminatez.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Address: 22543 Ventura Blvd Ste 220 PMB 836 Woodland Hills, CA 91364

You can always contact us for any return questions at info@luminatez.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Incorrect Order Evaluation Steps: 

1. Email order number and a photo of order received to info@luminatez.com.

2. Expect an email within 2-3 business days for a status update, if liable a full refund or an exchange can be accommodated.

3. All refunds will be issued to card used for purchase. Store credit is applicable if requested. 

Exceptions 
Unfortunately, Items valued greater than $5000 will not be eligible for return. We cannot accept returns on sale items or gift cards. Store credit is applicable if requested. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Exceptions apply.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@luminatez.com.