Refund Policy

Every Luzenia piece is checked and packed with care before it leaves us. Because all our jewellery is sold under our Buy 1 Get 2 FREE offer, we accept returns only when something has gone wrong with your order.

We will replace or refund if

  • The item arrived damaged or broken
  • The item has a manufacturing defect
  • You received the wrong item
  • An item is missing from your parcel

We cannot accept returns for

  • Change of mind, or not liking the design, colour or size
  • Items that have been worn, used, altered or damaged after delivery
  • Tarnish or wear caused by contact with water, perfume, sweat or chemicals
  • Requests raised after 48 hours of delivery
  • The free gift on prepaid orders

How to raise a request

  • WhatsApp us at +91 96761 93799 or email support@luzeniafashion.com within 48 hours of delivery.
  • Share your order number and an uncut unboxing video, starting from the sealed parcel. Requests without an unboxing video cannot be approved.
  • Keep the item unused, with its tags and original packaging, until the request is closed.

What happens next

  • We review your request within 1–2 working days.
  • Once approved, we arrange a free reverse pickup, or ask you to self-ship if pickup is not available at your pincode.
  • After the item reaches us and passes a quality check, we send a replacement of the same item. If it is out of stock, we refund the amount you paid for that item.
  • Free items under Buy 1 Get 2 are replaced only. They carry no refund value.

Refunds

  • Prepaid orders: refunded to the original payment method within 5–7 working days after the quality check.
  • Cash on Delivery orders: refunded to your bank account or UPI ID within 5–7 working days after the quality check.

Cancellations

  • You can cancel an order before it is shipped by contacting us on WhatsApp or email. Prepaid orders cancelled before shipping are refunded in full.
  • Orders cannot be cancelled after they are shipped.
  • Cash on Delivery orders that are refused at delivery may lose the Cash on Delivery option for future orders.

Buy 1 Get 2 FREE offer terms

  • Add any 3 eligible pieces to your cart and pay for 1. The 2 lowest-priced pieces in each set of 3 are free.
  • If you order without choosing your 2 free pieces, we will pack 2 surprise pieces chosen by us. These are of equal or lower value than the paid piece and cannot be exchanged.
  • The offer applies automatically in the cart. It cannot be combined with other discount codes unless stated.
  • The free gift on prepaid orders is chosen by us and may vary.
  • Luzenia may change or end the offer at any time. Orders already placed are not affected.