Returns & Custom Orders

All LUMEN18 jewelry is custom or made to order. We do not offer in-stock pieces. Because production is specific to the client’s approved choices, completed orders cannot be returned or exchanged for a change of mind.

A 30% deposit confirms the approved custom order and starts production. After production, LUMEN18 sends a final QC video for the client’s approval. The remaining 70% is paid before dispatch.

The available payment method and receiving details are stated on the written invoice. Do not send funds to details supplied outside the confirmed LUMEN18 conversation and invoice.

The approved CAD, dimensions, diamond specification, gold colour, size and written quotation form the production record. The client should review every detail before authorising the deposit.

Once the 30% deposit has started custom work or production, the order is final sale and payments are not refundable for a change of mind. Changes requested after approval may require a revised cost and schedule and may not be technically possible.

If the finished piece materially differs from the approved CAD or written specification because of a seller error, LUMEN18 will first arrange correction or remake. If the seller error cannot reasonably be corrected, the applicable payment for the affected order will be refunded.

A claim must identify the difference from the approved record and include clear photos or video so it can be assessed.

The final QC video gives the client an opportunity to review the completed piece before the 70% balance. QC confirmation does not remove the seller’s responsibility for a verified production error against the approved specification.