Return/Exchange Policy

Policy updated on May 24, 2022

ONLINE RETURN & EXCHANGE POLICY

* Please note that this policy is exclusive to Lugaro.com and does not apply to in-store purchases. For our in-store terms and conditions, please scroll down to the “In-Store Policy” or refer to the bottom of your receipt.

Lugaro Jewellers makes the selection process easy while ensuring that your jewellery is truly timeless and exceptional. If for any reason you are not completely satisfied with your online purchase, you can exchange or receive a full refund for your item within ten (10) days from the delivery date. Items must be returned in its original/unaltered condition, excluding any shipping & handling charges. Subject to meeting the online refund requirements. If you are looking for an in-store purchase exchange policy, please see the Lugaro in-store exchange policy.

Clients must communicate their return through email at contact@lugaro.com before sending out the parcel. If this step is skipped, an additional $50 will be deducted from the refund (ie. refused shipments and automatic returns). 

If you are unsure if you are eligible for a refund please send us an inquiry through contact@lugaro.com.

ONLINE REFUND REQUIREMENTS:

Please note that Lugaro.com refunds and exchanges are offered on online purchases only.

Discounted Items:
  • Any watches and/or accessories discounted at 25% or over are considered to be final sale.
  • Any jewelry items with a discount of 40% or more are final sale.
Lugaro Certified Pre-Owned
  • Any Certified Pre-Owned timepiece will need to be in same condition as purchased with Lugaro seal untouched to be eligible for exchange or refund. 
  • Certified Pre-Owned timepieces that have requested sizing with link removal or added prior to shipping are considered final sale. 
  • Modifications of any kind made after your purchase from Lugaro or a third party makes the item ineligible for a refund or exchange.
  • Lugaro is not responsible for lost or damage parcels or pieces after purchase.
Altered Items:
  • Jewellery and watches that have been resized, worn, damaged, lost or otherwise altered will not be accepted for return or exchange. 
  • As noted, most of our rings are in stock size 6.5 (unless otherwise stated). All rings that have requested a sizing are resized in our manufacturing studio in West Vancouver. They are sized prior to shipping and are considered final sale.
  • All special order MADANI rings in custom finger size are considered final sale.
  • Watch purchases that have requested sizing (such as links taken out or additional parts replaced), are considered alterations to the original state and are therefore a final sale. 
  • Modifications of any kind made after your purchase from Lugaro or a third party makes the item ineligible for a refund or exchange. 
Promotional Offers & Gifts:
  •  Any promotional offers or gifts included with your purchase must also be returned. 
Return Period:
  • All jewellery must be returned in a new, unaltered, original condition, with the original paperwork, certificates and receipt within 15 days of the delivery date. 
  • All watches must be returned in a new, unaltered, original condition, with the original paperwork, warranties and receipt within 10 days of the delivery date.
Special Orders:
  • Special orders (also referred to as custom orders or backorder) cannot be accepted back for a refund/exchange. This includes but is not limited to purchases with special finger sizes, watches ordered directly from the supplier, and MADANI rings.
Certificates & Warranties:
  • Any certificate or warranty cards issued with the purchase must be returned with the item in original condition. 
Return Shipping:
  • Please pack all items securely and attach the included return label.
  • Drop off the package at your nearest post office, alternatively, for FedEx parcels you may schedule a pick-up by clicking here.

If the item does not meet all of the conditions listed above, it will not be considered eligible for returns. Please note that a standard $25 restocking fee will be deducted from your refund. 

INSTRUCTIONS TO PROCESS A RETURN FOR ONLINE PURCHASES

Please follow the instructions below on how to obtain or exchange a refund for your Lugaro.com purchase order.

  1. Communicate to Lugaro’s online support team through contact@lugaro.com that you would like to request a return of your online purchase. We will then see if your purchase complies with our online refund requirements.
  2. Packing your order: secure your item(s) and all of the original packing materials, if applicable, any certificates, special packaging and promotional items in a plainly wrapped cardboard box.
  3. Secure the enclosed return shipping label onto the parcel 
  4. Drop off the package at your nearest post office, alternatively, for FedEx parcels you may schedule a pick-up by clicking here.
  5. Once all pieces are received by us, we will have our gemologist expect the pieces. Upon examination, if approved, we will confirm the refund via email to you. Please note that a standard $25 restocking fee will be deducted from your return. 

IN-STORE POLICY

Customer service is very important to us at Lugaro and we want to ensure that every client absolutely loves their new piece as much as we love diamonds. Lugaro In-store purchases may be exchanged for other merchandise or store credit. If an item is sized or is a special order, returns and exchanges will not be accepted.

In-store purchases may be exchanged for other merchandise or store credit if returned in new condition within 14 days and accompanied by a sales receipt. Please note that when exchanged as processed that all materials such as certificates, Lugaro boxes, and watch warranties must be included. Lost or damaged materials may result in not being eligible for in-store exchange or restocking fees.

Please contact your Lugaro representative for more details, they would be more than happy to assist.

0
    (0 ITEMS)
    Your Shopping Bag
    Your cart is emptyReturn to Shop
      Calculate Shipping
      Apply Coupon
      Unavailable Coupons
      hamilton15 Get 15% off