Return Policy

TL Return Policy v1.0.0

To protect the rights and interests of Tesori Lucenti platform users (hereinafter referred to as “users” or “you”) and to demonstrate Tesori Lucenti’s high quality service capability, Tesori Lucenti promises to provide the following after-sales service.

  1. After-Sales Application Time

Thirty Days guaranteed from the date of shipment of the order.

  1. After-Sales Acceptance Range
Problems with received custom products from the manufacturer of Tesori LucentI qualified to apply for after-sales service within thirty days.
Providing corresponding evidence as required, Tesori LucentI will submit to the responsible party for verification and confirmation respectively, and if no agreement can be reached between both parties (Manufacturer and customer), Tesori Lucenti will make a determination based on the evidence provided by the related parties.
  1. Warranty Policy Situation

Please understand that we do not accept returns for personalized items. But we generally have a Thirty-days guarantee policy, during this time period we provide free new replacement (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value), and this policy applies to the following conditions:

    • We sent the wrong order or item(s), customers received broken items, or customers received damaged/defective item.
    • Customers received the incorrect personalized product: Wrong birthstones, wrong names engraved, wrong sizes.

Orders for customized products that have already been put into production are also non-refundable, so please contact our customer service for the confirmation of order status.

Not Covered by Our Thirty Day Guarantee Policy

Our thirty-day guarantee policy does not cover the following, and we are not liable for:

    • Products that have been exposed to corrosive substances or chemicals. These chemicals include but or not limited to, seawater, sunscreen, and perfume. Oxidized silver is easily damaged.
    • Any damage to jewellery caused by neglectful, abusive or natural wear and tear are not covered. Damages, such as a hit or knocks is easily found under inspection.
  1. Supporting Documents for After-Sales Applications
I.  Manufacturer has completed the refund or re-issuance to the end consumer (hereinafter referred to as the “buyer”), which is the screenshot of the refund or re-delivery of the order (The refund screenshot needs to include: order number, product information, and logistics order number) The screenshot of the re-dispatch needs to include the order number on Tesori Lucenti and the order status stating “Confirmed”.
II.  Certificates that help verify that the reasons for applying for a refund or reissue by the buyer of the cross-border platform are withing the scope of the platform’s after-sales guarantee, including but not limited to:
a.  A physical picture or video of the product, which can clearly show the problems of the product.
b.  A screenshot of the chat history and remarks with Tesori Lucenti by the buyer who applied for a refund (Screenshot must contain the text information of the buyer’s feedback that there is a problem with the product) Example: Refund is not supported if the reason for requesting a refund is a subjective description of dislike, or other reasons that cannot be attributed to the manufacturer of Tesori Lucenti.
c.  Other certificates. Example: the reason for applying for a refund is that the description doe does not match (size/weight), and the user need to provide proof that the product description of Tesori Lucenti is consistent with the description of the goods purchased on the Tesori Lucenti platform, and a photo that can prove the measurement result.
  1. After-Sales Processing Process
I.  The user initiates an after-sales service application, explains the reasons for applying for after-sales service, describes the specific problems in detail, and provides the corresponding after-sales vouchers in accordance with this policy.
II.  After receiving the after-sales application initiated by the user, the platform will accept it within 2 working days (counting from the time the user submits the application, and postponed accordingly if it was submitted on a Saturday or a Sunday, or a public holiday), and send the application questions and evidence certificates submitted by the user to the party responsible for verification and confirmation.
III.  If the problem is confirmed, the customer service will pass the after-sales application submitted by the user; If the manufacturer has objections, the Tesori Lucenti platform will determine the responsibility based on the evidence provided by all parties.
IV.  After the after-sales application is approved, the platform is expected to return the money to the user’s account balance withing 2-7 working days.
  1. Special Tips
I.  The goods sold on Tesori Lucenti are customized goods, which cannot and should not be sold twice. In order to protect the legitimate rights and interests of the majority of users and manufacturers, the goods sold or re-sold does not support return and exchange without reason.
II.  If the goods customized by the user violate laws and regulations or violate the legal rights of a third-party, the ordered goods cannot be sent or are recovered, destroyed or seized by the relevant authorities after being sent, the user shall bear the losses.
III.  If the part of the customized goods delivered by multiple pieces is damaged, lost, the description does not match, does not meet the quality requirements, BUT does not affect the realization of the functions of the remaining part of the customized goods and can be used independently, only the after-sales application for the problematic good (part of the item) can be applied.
IV.  Refund instructions: The refund amount is subject to the amount actually paid by the user when placing the order (including the payment and freight if applicable). Any form of preferential part such as coupons and full discounts used in the payment process will not be refunded. For orders that refund only portion of the item, the shipping amount (if applicable) refunded is calculated as a percentage of the value of the purchase.
  1. Other matters

This “After-Sales Policy” is effective from July 1, 2023. Orders and purchases before the effective date of this after-sales policy are still subject to the original after-sales policy. The final interpretation of this policy belongs to Tesori Lucenti.