Refund, Cancellation, Warranty & Order Confirmation Policy

1. Policy Acknowledgement

Before an order officially begins, LumenIsle will provide customers with a copy of this Refund, Cancellation, Warranty, and Service Policy via email. Customers are encouraged to review all terms carefully before proceeding. By placing an order, the customer acknowledges and agrees to these policies.

2. Seven-Day Cooling-Off Period

Customers may cancel their order within seven (7) calendar days of payment and receive a full refund, excluding any bank transfer fees, payment processing fees, currency conversion fees, or other third-party transaction charges already incurred.

3. Cancellation After Seven Days

If a cancellation request is made more than seven (7) calendar days after payment but before the sample has entered laboratory processing, a cancellation fee equal to five percent (5%) of the order value will be deducted from the refund. This fee covers administrative costs, production scheduling, laboratory reservation, and preparation of resources allocated to the order.

4. Pre-Production Confirmation

Before a customer's sample enters the laboratory production process, LumenIsle will send a final confirmation email outlining the order specifications, diamond details, production information, and authorization to proceed. Customers are requested to review and confirm the information provided. If no response is received within three (3) calendar days of the email being sent, the order will be deemed confirmed and authorized to proceed automatically.

5. No Refunds After Production Begins

Memorial diamonds are highly personalized custom-made products. Once the laboratory has received the customer's sample and any stage of carbon extraction, purification, diamond growth, cutting, polishing, or related production work has begun, the order becomes non-refundable, non-cancellable, and non-returnable.

6. Delivery Inspection Period

Customers are requested to inspect their order within fourteen (7) calendar days of delivery. Any issues relating to shipping damage, manufacturing defects, incorrect order fulfillment, or missing items must be reported within this period. Failure to notify LumenIsle within fourteen (7) days of receipt may limit our ability to provide a remedy.

7. Diamond Quality Guarantee

LumenIsle guarantees that every memorial diamond will meet or exceed the minimum specifications agreed upon at the time of purchase, including the ordered minimum carat weight and our stated minimum quality standards. If the finished diamond fails to meet these guaranteed specifications, LumenIsle will regrow the diamond at no additional cost to the customer.

8. Color and Clarity Disclaimer

Because every memorial diamond is individually created from unique biological materials, the final color, clarity, and other characteristics can only be determined after the diamond has been grown, cut, and polished. While LumenIsle guarantees its minimum quality standards, exact color grades, clarity grades, and internal characteristics cannot be guaranteed prior to production.

9. Jewelry Warranty

For jewelry settings purchased through LumenIsle, we provide a three (3) year warranty covering manufacturing defects in workmanship and setting construction. This warranty does not cover accidental damage, loss, theft, misuse, improper care, unauthorized modifications or repairs, or normal wear and tear, including plating wear on gold-plated jewelry.

10. Complimentary Maintenance Service

Within three (3) years of delivery, customers may return their jewelry to LumenIsle for complimentary inspection, cleaning, and routine maintenance. Customers are responsible for all international shipping costs, customs duties, taxes, insurance fees, and other transportation-related expenses associated with sending and receiving the jewelry.

11. Customs Duties and Import Taxes

Customers are solely responsible for any customs duties, VAT, import taxes, brokerage fees, inspection fees, or other charges imposed by local authorities in the destination country. LumenIsle is not responsible for customs delays, inspections, confiscations, additional charges, or other actions taken by customs authorities.

12. Shipping and Transit Risk

All finished products are shipped with tracking and appropriate protective packaging. In the event of loss or damage during transit, claims will be handled in accordance with the carrier's investigation and insurance procedures. Once a shipment has been successfully delivered according to the carrier's tracking records, responsibility for the package transfers to the recipient.

13. Sample Suitability and Exceptional Circumstances

If a submitted sample is unsuitable for production, restricted by customs regulations, damaged during transit, or otherwise cannot be processed due to circumstances beyond LumenIsle's reasonable control, we will work with the customer to identify an alternative solution. This may include submitting a replacement sample or discussing available options on a case-by-case basis.

14. Right to Refuse Unsafe or Non-Compliant Materials

LumenIsle reserves the right to refuse samples that are hazardous, contaminated, improperly packaged, prohibited by law, or otherwise unsuitable for laboratory processing. If such circumstances arise, customers will be notified and alternative options will be discussed whenever possible.