Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return specifically for verified quality issues.

1.Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Important Note on Natural Crystals: As natural crystals are energetic vessels, they attune to the wearer’s energy distribution once worn. To respect the spiritual integrity and purity of our products for all customers, we strictly do not accept returns on items that have been worn or used. This ensures that every customer receives a crystal with its original, undisturbed energy.

2.Quality Issue Verification & Natural Characteristics

At The Luma Zen, we celebrate the unique beauty of nature. Please understand that:  Natural Variations:Internal ice cracks, "cotton wool" (mineral inclusions), surface pits, or slight color variations are natural characteristics formed over millions of years. These are not quality defects but rather proof of the crystal's natural origin. 

 Verification Process: All return requests must be reviewed by our team. If you believe your item has a genuine quality defect, please contact us at support@thelumazen.com with clear photos or videos. A "quality issue" must be mutually confirmed by both the customer and The Luma Zen based on professional assessment.

3.Return Shipping Costs

Confirmed Quality Issues:If the return is approved due to a verified manufacturing defect or damage during transit, we will provide specific return instructions and cover the associated shipping costs. 

 Non-Quality Issues: If a return is exceptionally approved for reasons other than quality, the customer is responsible for all shipping costs, including the original shipping cost incurred by us (even if it was originally "Free Shipping") and the return shipping fee.

4.How to Start a Return

To start a return, you must first contact us at support@thelumazen.com. If your return request is accepted, we will provide you with the specific return address and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

5.Damages and Issues

Please inspect your order upon reception and contact us immediately (within 48 hours of delivery) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

6.Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as custom products (special orders or personalized items) and sale items or gift cards.

7.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 the refund.