Luna Dura Return & Exchange Policy
At Luna Dura, your satisfaction is our top priority, and we strive to provide a premium jewelry experience. Our return and exchange policy is designed to be fully compliant with the guidelines set forth by the Dubai Department of Economy and Tourism (DET) and the consumersrights.ae initiative.
1. Statutory Rights (Defective Goods)
If your jewelry has a manufacturing defect or does not match the advertised specifications, you are fully protected under UAE consumer protection laws.
- Reporting a Defect: Manufacturing defects must be reported within 48 hours of delivery.
- Remedy: Consumers have a statutory right to a repair, replacement, or full refund for defective items. The minimum return window for reporting defective goods is 14 days from the date of purchase.
- Fees: Verified manufacturing defects are exempt from all restocking and shipping fees. Luna Dura will cover return shipping costs and process a full refund to the original payment method for verified defects.
2. Change-of-Mind Returns (Non-Defective Goods)
While UAE law does not mandate retailers to provide cash refunds for "change-of-mind" purchases, we gladly accept returns under the following strict conditions:
- Store Credit & Exchange Only: For all change-of-mind returns, Luna Dura strictly offers an exchange or store credit. No cash or credit card refunds will be issued for non-defective returns.
- Timeframe: You may request an exchange or store credit within 7 days of delivery. Store credit is valid for 2 months from the date of issue.
- Non-Refundable Shipping: Original outbound delivery charges (including standard and 2-3 hour premium delivery) are strictly non-refundable and will be deducted from your final store credit balance. Return shipping costs are the customer's responsibility.
- Restocking Fee: A standard 59 AED restocking and administrative fee applies to all change-of-mind returns. This covers our team's meticulous inspection, cleaning, and repackaging process.
3. Strict Condition & Eligibility Requirements
To qualify for a change-of-mind exchange or store credit, items must pass a rigorous quality control inspection at our Dubai studio:
- Unworn Condition: All returned pieces must be strictly unworn. While trying an item on for sizing is permitted, any jewelry exhibiting signs of wear—including skin oils, perfumes, lotions, or micro-scratches—will immediately fail our quality control inspection.
- Original Packaging: The original packaging must be intact, and items must be in their original condition with all tags completely attached.
- Failed Inspections: If an item fails inspection due to signs of wear, the exchange or store credit will be denied, and the jewelry will be shipped back to the customer at their own expense.
4. Final Sale Items
For hygiene and customization reasons, the following items are strictly Final Sale and cannot be returned or exchanged:
- Earrings (due to hygiene standards)
- Custom-made pieces (including personalized engravings, custom sizes, and special plating requests)
- Sale or promotional items can be exchanged within 3 days of purchase but are not eligible for store credit refunds.
Warranty & Care
Luna Dura jewelry comes with a six-month warranty covering manufacturing defects. Each piece undergoes meticulous inspection before it reaches our boutique or website, but occasionally, a defect may occur.
Plating, Coatings & Stones
Natural wear, including fading or wearing of plating, coatings, or gemstone settings, is not considered a defect. Plating is covered under warranty for forty-five days from purchase; beyond this period, re-plating can be arranged at the customer's expense.
What is Not Covered
The six-month warranty does not apply to:
- Mechanical damage caused by improper handling
- Jewelry that has not been stored or cared for correctly
- Natural wear and tear
- Loss of individual components such as earring backs, pendants, or gemstones
How to Request a Return or Warranty Service:
Email care@lunadura.com or info@lunadura.com with your order number and a clear photo of the affected piece (if applicable), or message us via WhatsApp at +971 52 220 0582. Our team will provide instructions based on your location.
*Disclaimer: This return policy is subject to change without prior notice. All terms are structured to uphold fair consumer standards while protecting business integrity, in accordance with UAE Federal Law No. 15 of 2020.
