At LUCS, we are committed to providing high-quality gemstones and excellent customer service. Your satisfaction is important to us, and we comply fully with the Australian Consumer Law (ACL).
Change of Mind
Please choose carefully. We do not offer refunds or exchanges if you simply change your mind, make a wrong selection, or find the item cheaper elsewhere. However, we may offer a store credit or exchange at our discretion, provided the item is returned in its original condition within 7 days of delivery. Return shipping costs are the responsibility of the customer.
Damaged or Faulty Items
If your gemstone arrives damaged, incorrect, or with a major fault, you are entitled to a repair, replacement, or refund under Australian Consumer Law. To initiate a claim, please contact us within 5 business days of receiving your item, including your order number, photographs, and a description of the issue.
We may require the item to be returned for inspection. If the item is confirmed to be faulty, we will cover the return postage and offer a full refund or replacement, depending on your preference
Authenticity Guarantee
All our sapphires are 100% natural and ethically sourced from Sri Lanka. Each gemstone is carefully inspected and, where applicable, accompanied by a gemmological report. If you believe there is an issue with the authenticity of your purchase, please contact us immediately so we can investigate.
Return Conditions
- Items must be returned in original, unworn condition with all packaging and certificates.
- We reserve the right to refuse returns on items that show signs of wear, damage, or alteration after delivery.
- Custom or bespoke orders are non-refundable, unless faulty or not as described.
How to Initiate a Return
Event not initiate a return or report an issue, please email us at info@lucs.com.au within the applicable timeframe. Include your order number and a brief description of the issue.