Care, Warranty & Returns

At Luxsong, each piece is made with care and reviewed before shipping. We want you to feel confident in your jewelry and understand how care, warranty, returns, repairs, and custom orders are handled.

This policy applies to orders shipped within the United States only.

1. Jewelry Care

Fine jewelry should be worn and stored with care. To help protect your piece, we recommend removing jewelry before swimming, showering, exercising, sleeping, cleaning, or using lotions, perfumes, or harsh chemicals.

Store jewelry separately in a soft pouch or jewelry box to help prevent scratches, tangling, or impact damage. Clean gently with a soft cloth and avoid abrasive cleaners unless recommended by a professional jeweler.

Please note: Product photos, CAD images, sketches, and renderings are for reference. Slight variations in color, proportion, finish, stone appearance, and hand-finishing may occur and are not considered defects.

2. Shipping Timeline

Estimated production and shipping timelines may vary depending on the item, design complexity, material availability, and whether the item is ready-to-ship, made-to-order, or custom-made.

Ready-to-ship items generally ship faster than custom or made-to-order pieces. Custom and made-to-order jewelry may require additional time for design confirmation, CAD work, stone selection, material preparation, production, quality review, and shipping.

If there is a significant delay beyond the estimated timeline provided at the time of order, Luxsong will contact the customer with an update.

3. 3-Month Limited Warranty

Luxsong provides a 3-month limited warranty from the date of delivery. The delivery date is based on the carrier’s tracking confirmation.

This warranty covers approved manufacturing defects or quality issues that are not caused by misuse, accidents, improper handling, unauthorized repair, or normal wear.

Covered issues may include:

Loose prongs not caused by external force
Loose or missing small accent stones under 0.10 ct each, if caused by a confirmed manufacturing issue
Clasp or chain issues caused by a manufacturing defect
Structural issues with the setting or metal that are not caused by misuse

This warranty does not cover:

Normal wear, including scratches, dents, surface marks, or changes in finish
Damage caused by accidents, impact, bending, pulling, dropping, or improper use
Damage caused by swimming, showering, chemicals, lotions, perfumes, or improper cleaning
Loss or damage of center stones
Loss or damage of larger side stones or accent stones over 0.10 ct each
Unauthorized repairs, resizing, or modifications performed by a third party
Damage after the warranty period has ended

To request warranty service, please contact us with your order number, clear photos of the issue, and a brief description. All warranty requests are reviewed case by case.

Please do not send any item back without written approval from Luxsong. Unauthorized returns, repairs, or shipments may not be accepted.

If the issue is approved as a manufacturing defect, the customer is responsible for shipping the item to Luxsong. Luxsong will coordinate the repair and cover return shipping after the approved repair is completed.

After the 3-month warranty period, repair support may still be available for a fee depending on the item and issue. A quote will be provided before any paid repair begins.

4. Returns for Ready-to-Ship Items

Return requests for eligible ready-to-ship items must be submitted within 7 days of delivery.

To qualify for return, the item must be:

Unused and unworn
In original condition
Returned with all original packaging, documentation, and certificates, if applicable
Approved by Luxsong before being shipped back

Approved returns must be shipped back within 3 business days after return approval.

Approved returns are subject to a 20% restocking fee. Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer.

The 20% restocking fee does not apply to returns approved by Luxsong due to a confirmed quality issue, defect, or significant mismatch from the approved order details.

Customers are strongly encouraged to use a trackable and insured shipping method. Luxsong is not responsible for lost or damaged return shipments.

5. Custom & Made-to-Order Jewelry

Custom and made-to-order jewelry is created specifically for each customer. Because of the personalized nature of these pieces, custom and made-to-order items are final sale and cannot be returned or exchanged for non-quality-related reasons.

Non-quality-related reasons include, but are not limited to:

Personal preference
Change of mind
Price comparison
Change in budget
Dissatisfaction with promotional pricing
Incorrect size or details provided by the customer

Custom and made-to-order items may only be eligible for review if there is a confirmed quality issue or a significant mismatch from the approved order details.

Production begins after order details are confirmed and approved by the customer. Production may include CAD design, stone procurement, material preparation, supplier work, or any custom manufacturing step.

Customers are responsible for providing accurate ring sizes, necklace lengths, metal preferences, stone specifications, engraving details, and other personalization information. Resizing or modification requests caused by customer-provided information may incur additional fees.

A significant mismatch may include the wrong metal type, wrong ring size, wrong main stone shape, or a confirmed specification that differs materially from the approved order details.

Minor visual differences caused by lighting, screen display, photography, hand-finishing, or natural variations in materials are not considered significant mismatches.

Order Cancellation for Custom or Made-to-Order Items

If production has not started, cancellation requests may be reviewed case by case.

If production has started, including CAD design, stone procurement, material preparation, supplier work, or any custom manufacturing step, a 30% service fee will be deducted from any approved refund.

If the item has been completed but has not yet shipped, a 50% service fee will be deducted from any approved refund.

Once a custom or made-to-order item has shipped, it is final sale and cannot be returned or refunded unless Luxsong confirms a quality issue or a significant mismatch from the approved order details.

6. Quality Issues or Defective Items

If your item arrives damaged, defective, or does not match the confirmed order details, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos of the item and issue
A brief description of the concern
Photos of the packaging, if the item appears damaged during shipping

Covered quality issues may include:

Loose prongs not caused by external force
Structural damage to the metal not caused by misuse
Incorrect item, metal, stone, size, or design details compared with the approved order

Quality issues do not include:

Normal wear and tear
Scratches or surface marks
Damage caused by improper use, impact, chemicals, or unauthorized repair
Personal preference or change of mind
Minor visual differences caused by lighting, photography, screen display, CAD renderings, sketches, or hand-finishing

All quality issue claims are reviewed by Luxsong before any repair, replacement, return, or refund is approved.

7. Certificates

If a certificate is included with the order, it must be returned in its original condition for any approved return.

Lost, damaged, or missing certificates may result in a replacement fee deducted from the refund amount. The replacement fee will be based on the actual cost of replacing or reissuing the certificate, if available.

8. How to Request a Return, Repair, or Warranty Review

Please contact us before sending any item back.

Email: marketing@luxsong.com

Please include:

Your order number
Reason for the request
Clear photos, if applicable
A brief description of the issue or concern

Unauthorized returns may not be accepted.

When shipping an item back, please use secure packaging and a trackable, insured shipping method. Do not write words such as “jewelry” or “diamond” on the outside of the package.

Luxsong is not responsible for items lost, stolen, or damaged during return shipping.

9. Refunds

Approved refunds are processed after the returned item has been received and inspected.

Refunds are issued to the original payment method. Please allow additional processing time depending on your bank, credit card company, or payment provider.

Original shipping fees are non-refundable unless otherwise required by applicable law or approved by Luxsong due to a confirmed quality issue.

Any approved restocking fee, service fee, repair fee, return shipping fee, replacement certificate fee, or other approved deduction may be deducted from the refund amount.