Overview

Our return policy for these unique pieces lasts 14 days from the date of delivery.
If 14 days have gone by since your acquisition was delivered, we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your gemstone or mineral specimen must be unused and in the exact same condition that you received it, including its original laboratory certificates and premium packaging.

Authentication & Documentation

Each gemstone or mineral specimen from our curation was delivered with its appropriate documentation, including laboratory reports or detailed technical files.
In cases where additional certification from a recognized laboratory was arranged upon your request prior to dispatch, these documents are also considered an inseparable part of the acquisition.

For any return to be considered for approval, the original physical laboratory certificate must be returned in its original, pristine condition.
Any specimen delivered in a sealed “security lab-pack” or with a third-party security seal must remain unopened.
Any breach of these seals will immediately void the eligibility for a return.


High-Value Security Protocol

Due to the exceptional nature of our curation, every return undergoes a Multi-stage Security Clearance.
This rigorous protocol ensures the authenticity and integrity of the gemstone or mineral specimen.

For security and insurance purposes, a high-resolution photographic and video archive of each specimen is created immediately prior to dispatch. This documentation serves as the definitive reference for the condition of the piece at the time of acquisition.

Certain pieces are exempt from standard returns:

• Personalized or custom-cut gemstones.

• Specimens with broken or tampered security seals.

• Pieces missing their original gemological certificates.

Refunds & Processing Delays

Once your return is received and meticulously inspected, we will notify you of the approval or rejection of your refund based on the piece’s integrity.

Important Note: To ensure the highest level of security for high-value transactions, please allow up to 15 business days for the refund to be processed. This timeframe allows for our multi-party verification process and secure bank transfers. Approved refunds will be applied to your original method of payment.

Late or missing refunds

If you haven’t received a refund after the 15-day security window, please first check your bank account, then contact your credit card company. If the issue persists, contact directly us at contact@luxoraminerals.com.

Exchanges

We only replace specimens or gemstones if they are found to have undisclosed defects. As each piece is a unique natural creation, exact replacements are impossible. In such cases, a gallery credit or a similar selection from our curation will be proposed.

Shipping returns

To return your acquisition, you should mail your product to: 158 avenue de Messidor, 1180 Bruxelles, Belgique.

You are responsible for the shipping costs of returning your piece. Shipping costs are non-refundable.
For these high-value acquisitions, you must use a trackable shipping service and purchase full shipping insurance. We do not guarantee receipt of your returned piece.

Luxury Concierge Provision:

For exceptional pieces or high-value acquisitions, the gallery may, at its sole discretion, offer to arrange and cover the secure return logistics.
Please contact us to discuss a personalized return arrangement.

Need help?

Contact us at contact@luxoraminerals.com for questions related to refunds and returns.