Refund policy

Return Policy

At Luxe Spark, we want you to feel complete confidence in the luster, stone brilliance, and craftsmanship of our fine jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because fine jewelry involves intimate skin contact, high-polish scratch-sensitive precious metals, and strict public health hygiene regulations regarding pierced body jewelry, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Sanitary Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The ring, pendant, bracelet, or chain must be completely unworn, untarnished, and in its original, brand-new condition.
  • PIERCED EARRING SANITARY RESTRICTION: Under Australian public health and consumer hygiene regulations, pierced earrings, huggies, hoops, and ear cuffs CANNOT be returned or exchanged for change of mind if the tamper-evident hygienic poly-bag seal has been broken or unsealed.
  • Precious metals (925 sterling silver, 18K vermeil, and rhodium plating) must show zero micro-scratches, hairline polishing swirl marks, lotion residue, perfume tarnish, or ring band resizing marks.
  • Gemstones and pavé settings must remain pristine, untampered, and tightly seated in their original prongs with zero adhesive or chemical exposure.
  • All original packaging—including luxury velvet presentation boxes, microfiber polishing cloths, serialized authenticity certificates, warranty cards, and intact security tags—must remain 100% complete and undamaged inside the return parcel.
  • Custom-engraved rings, bespoke ring sizes, or final clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because fine jewelry items are delicate and valuable, we strongly recommend using a trackable, signature-required shipping service and purchasing parcel transit insurance, as Luxe Spark cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@luxespark.sbs within 30 days of delivery. Please include your order number, jewelry model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized jewelry repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a ring size, chain length, or delivery address), contact us immediately at support@luxespark.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our gemological inspection specialists will examine each piece under optical magnification to verify compliance with our return conditions (intact hygienic earring seals, flawless precious metal polish, zero cosmetic residues, intact security tags, and complete presentation boxes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@luxespark.sbs for further assistance.