Refund policy

JumaLumi Crystals — Refund & Return Policy

We want you to be completely satisfied with your purchase from JumaLumi Crystals. This policy explains the rules for returns, exchanges, and refunds.

1. Return Window

You may request a return within 14 days of receiving your item. Items must be unworn, in original condition, with all original packaging and tags attached.

2. Natural Stone Disclaimer (Important)

All items sold are natural crystals and minerals. Natural stones are unique in colour, texture, fissures, inclusions, pits, shape and size. Reasonable variations from product images are expected and are inherent characteristics of natural materials. They do not constitute defects or quality issues.

By making a purchase, you acknowledge and accept these characteristics of natural stones.

3. Non-Returnable Items

The following items cannot be returned:

  • Body jewellery and intimate accessories (for hygiene reasons), except in cases of shipping damage;
  • Custom and personalized items (e.g., made to your specified size or design);
  • Sale items (clearance, discounted, or promotional items);
  • Items that have been worn, used, or damaged by the customer;
  • Gift cards.

4. Refunds

4.1 We will notify you once we have received and inspected your return, and let you know if the refund is approved or not, within 5 business days.
4.2 If approved, the refund will be automatically issued to your original payment method, typically within 10 business days. The actual timing depends on your financial institution.

5. Return Shipping Costs

  • Due to our error (defective/damaged item, wrong item sent): We will cover return shipping costs.
  • Other reasons (change of mind, wrong size, etc.): The customer is responsible for return shipping costs.
  • Original shipping costs are non-refundable. If a refund is issued, the original shipping cost will be deducted.

6. Shipping Damage

Please inspect your order upon arrival. Contact us within 48 hours of delivery with:

  • Clear photos of the damaged item and packaging
  • Your order number

Once verified, we will issue a replacement or refund for the damaged item(s).

7. Exchanges

If you need an exchange, please contact us within the return window. Shipping costs for exchanges follow Section 5 above. The fastest way is to: return the original item → once approved → place a new order.

8. Return Process

  1. Contact us using the details below to request a return.
  2. If approved, we will send you return instructions and the shipping address.
  3. Items sent back without a prior return request will not be accepted.
  4. Please ship the item back within 14 days of return approval.

9. European Union Consumers

If you are located in the European Union (EU), you have the right to withdraw from your purchase within 14 days without giving a reason. Same return conditions apply.

10. Contact Us