Return Policy
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at: service@luxybrushl.com.
Our team will review your request, confirm eligibility, and provide the appropriate next steps instructions and return address.
Please do not send products back without a pre-authorization first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
Unused or in like-new condition
Free from wear-and-tear and damage
Unaltered
Returned with all original components
Returned with included accessories
Returned with any clasps, chains, extension chains, pendants, charms, or accessories as supplied with the product
Returned with product inserts or instructions where included
Returned in its original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because many LUXYBRUSHL products contain fine chains, clasps, decorative accents, push-lock details, strict stone-set accents, or other delicate jewelry components, returned products should be packaged carefully to prevent damage during transit.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
excessive wear
misuse
unauthorized alteration, cleaning, breakage, or other damage
unauthorized repair
modification
missing components
damage caused by improper handling, storage, handling, or use
For earrings or other products subject to hygiene-related return restrictions, return eligibility may depend on whether the product has been worn or used, subject to applicable law and any product-specific return conditions displayed before purchase.
Where a proof-of-use inspection is undertaken, devaluation in customer-handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate devaluation mark may apply where permitted by law.
4. Non-Returnable Items
Where prohibited by applicable law, or other products may not be eligible for preference-based returns, including:
Personalized or customized products
Gift cards
Products clearly marked as final sale
Worn or used products subject to hygiene-related return restrictions where disclosed before purchase
Products damaged through misuse or improper handling
Products modified or repaired without authorization
Products missing significant components because of customer handling
Other products expressly identified on our/retailer website before purchase
Any product-specific exclusions will be stated on the applicable product page or communication before the return is approved.
Nothing in this section tries to statutory consumer rights that cannot legally be included.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your LUXYBRUSHL order promptly after delivery.
This is particularly important for delicate products such as:
bracelets
earrings
necklaces
fine chains
fastener-set charms
clasps and fastening components
push-lock or close closure-lock jewelry other delicate jewelry pieces
If your order arrives:
broken or bent
scratched
damaged
defective
incorrect
missing accessories
missing components
incomplete
Please contact us as soon as reasonably possible.
To help us resolve this issue, please provide:
Your order number
Product name
Clear photographs of the product
Photographs of the inner protective packaging
Photographs of the outer shipping packaging
A photograph of the shipping label where available
A short video demonstrating the issue where relevant
For jewelry products, a short video may be particularly helpful for issues involving:
a clasp not closing properly a damaged or disconnected chain a loose connector an opening closure issue a detached pendant or decorative component
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policy, and applicable consumer law.
6. Basic Product Checks Before Return
For certain functional issues, our customer support team may first provide reasonable product checks or troubleshooting guidance.
For jewelry products, these may include:
Checking whether a clasp is aligned correctly
Checking whether a chain is tangled
Confirming that detachable components are properly connected
Checking earring backs or closures
nspecting connectors or extension chains
Reviewing the product information or care instructions
For structural damage, malformation, or decorative jeweler pieces, we may request photographs or additional information to determine the nature of the issue. You are not required to continue using any product that appears damaged, unsafe, or otherwise unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
Change of mind
Unsuited size, colour, style, or product selection as the customer
No longer wanting the product
Product not matching personal styling preferences
Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs, where permitted by applicable law.
If LUXYBRUSHL confirms that a product was:
Damaged during delivery
Defective
Incorrectly supplied
Incomplete
Otherwise eligible for seller-paid return costs under applicable law
we will provide the appropriate return or resolution instructions. Please do not independently purchase expensive or unrequested return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns, unless:
Otherwise expressly stated by LUXYBRUSHL
The return results from an error on our part
The product was defective, damaged, or incorrectly supplied
Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
Product type
Fulfillment location
Customer destination
Warehouse location
Logistics arrangements
Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so. The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
LUXYBRUSHL products may include fine chains, clasps, owning components, pendants, push-lock accents, clear stone-set details, or other delicate jewelry components. Customers should package returned products properly to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
The main product
Clasps or fastening components
Earring backs where included
Extension chains
Pendants or charms
Included accessories
Product inserts or instructions
Original protective materials
Original product packaging
Other items originally included with the order
Delicate jewelry products should be securely protected against movement, tangling, bending, or impact inside the package. Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
examples may include:
earring backs
extension chains
clasps
pendants or charms
detachable decorative accents
connectors
included accessories
product inserts
protective packaging
other components supplied with the product
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
Product identity
Return eligibility
Product condition
Reason for return
Included accessories
Included components
Condition of chains, clasps, decorative accents, or other delicate elements
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once LUXYBRUSHL issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, a reasonable deduction may be made for nominal loss in value resulting from:
Missing accessories
Missing components
Excessive use
Customer-created scratches, handling, or breakage
Unauthorized modification
Unauthorized repair
Improper cleaning
Improper handling
Damage caused after delivery
Any deduction will be continued based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory. Because LUXYBRUSHL products may be offered in different Colours, Sizes, Finishes, Shapes, Styles, Product variations, the preferred replacement may not always be available. Where direct exchanges are unavailable, the most efficient option may be to: Request a return for the eligible or unworn product; Complete the approved return process; Place a new order for the preferred product. Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
email: service@luxybrushl.com.
We will make reasonable efforts to cancel before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
Processing
Picking or packing
Protective packaging
Fulfillment
Shipping preparation
Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
shipment status
carrier charges
product condition
condition of delicate items
return eligibility
other relevant circumstances
Where permitted as applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve conditions of:
Shipping costs
Customs procedures
Carrier requirements
Documentation
Transit time
Delicate jewelry products may also require additional protective packaging for international return transportation. Please contact us before sending any international return. We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the previous instructions, except where responsibility cannot legally be excluded.
20. Co
This return & refund policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
Defective products
Product conformity
Damaged products
Repairs
Replacements
Returns
Refunds
Cancellation or withdrawal rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be waived.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: LUXYBRUSHL
Website: luxybrushl.com
Legal Entity: Hangzhou Gelangte Network Technology Information Co., Ltd.
Registered Address: Room 6039, Building 7, No. 1197 Bin'an Road, Changhe Street, Binjiang District, Hangzhou, Zhejiang Province
Unified Social Credit Code: 91330108MAEFCQN849
Customer Support Email: service@luxybrushl.com.
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged bracelets, earrings, necklaces, chains, clasps, or other delicate jewelry tems, please also include clear photographs of the product and packaging.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
luxybrushl.com is operated by Hangzhou Gelangte Network Technology Information Co., Ltd.
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