Manufacturing Defects & Warranty
Luna Dura jewelry is crafted with care in our Dubai studio, and each piece undergoes multiple quality checks before it reaches you. Our warranty covers manufacturing defects for up to 6 months from the date of purchase.
If a piece shows a flaw within this period due to a manufacturing defect, we will repair it free of charge. Defects must be reported within 48 hours of delivery by emailing care@lunadura.com (or info@lunadura.com) with your order number and a clear photo of the affected piece. If the issue is not related to a manufacturing defect, repairs can be done at your expense.
In the event that a defective piece cannot be repaired, we will:
- Exchange it for the same new item.
- Issue store credit if the item is out of stock.
Returns, Exchanges & Fees for Change-of-Mind
For non-defective items (change of mind), the following strict policy applies to maintain our high standards of service and hygiene:
- Store Credit & Exchanges Only: For change-of-mind returns, Luna Dura strictly offers an exchange or store credit (valid for 12 months). No cash or credit card refunds will be issued for non-defective returns.
- Return Window: Returns or exchanges must be initiated within 7 days of delivery. We offer a one-time size exchange for most ring designs within this window.
- Strict Condition: Items must be strictly unworn. Jewelry exhibiting signs of wear—including skin oils, perfumes, lotions, or micro-scratches—will immediately fail inspection and be shipped back to the customer at their expense.
- Exclusions: For hygiene and customization reasons, earrings and custom-made pieces are final sale and cannot be returned or exchanged. Sale or promotional items can be exchanged within 3 days of purchase but are not eligible for store credit refunds.
- Restocking Fee: A standard restocking and administrative fee of 50 AED applies to all non-defective returns. This covers our team's rigorous inspection, cleaning, and repackaging process. This fee is waived for verified manufacturing defects.
- Shipping Deductions: 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. The customer is responsible for return shipping costs and insurance.
Plating & Coated Finishes
Gold plating and coated finishes are part of the natural aging process of your jewelry and may wear over time. Plating is covered under warranty for 45 days from purchase. After this period, replating services can be provided at your expense.
What Our Warranty Does Not Cover
Luna Dura warranty and repair services do not apply in cases of:
- Mechanical damage caused by misuse, impact, or accidents.
- Improper storage or care failing to follow our Jewelry Care guidelines.
- Normal wear and tear.
- Missing parts (earring backs, pendants, or gemstones).
To initiate a return, exchange, or warranty claim, email care@lunadura.com or info@lunadura.com with your order number, or message us via WhatsApp at +971 52 220 0582. For complete return and refund terms, see our Returns, Refunds & Warranty page.
