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SAINT LUCA CANCELLATION & REFUNDS POLICY

EFFECTIVE DATE: July 2, 2020

LAST UPDATED DATE: October 20, 2022

 

We get it, sometimes something just doesn't work for you, and you want your money back. At SAINT LUCA we guarantee a unique shopping experience. When you receive your order, if you are not satisfied, you are free to return your purchase.

 

GENERAL SAINT LUCA RETURN, CANCELLATION & REFUNDS POLICY

 

CANCELATION REQUEST  14 days from the delivery date
RETURN PERIOD 14 days of your cancelation request
REFUND PERIOD Within 14 days after the product received
REFUND METHOD Method of Payment
ELIGIBILITY FOR REFUND

Unused and in the same condition that you received it. The 

parcel must be in the original packaging

SHIPPING COST

Non-refundable

SHIPPING RETURNS / EXPENSES

Covered by the customer

                

 

YOUR CANCELLATION & REFUNDS POLICY:

  

  • WHAT SHOULD I DO IF I WANT TO CANCEL MY ORDER?
  • WHEN CAN I CANCEL MY ORDER?
  • HOW MUCH WILL SHIPPING COST ME?
  • WHAT DO I NEED TO KNOW ABOUT THE REFUND PROCESS?
  • WHAT SHOULD I DO IF I RECEIVED A FAULTY PRODUCT?
  • WHAT SHOULD I DO IF I RECEIVED A WRONG ORDER?
  • CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
  • CUSTOMER RESPONSIBILITIES
  •  

    1. WHAT SHOULD I DO IF I WANT TO CANCEL MY ORDER?

    1.1. If you’re canceling your contract with us but have already opened your parcel, you need to follow 3 simple steps below:

    1 STEP: Contact us via email at support@saintluca.com WITHIN 14 DAYS after the product received and provide us your:

    • Order number
    • Names of items you want to return
    • Reason for the return 

    2 STEP: 

    Return your order in its original packaging to the following address using your local postal service WITHIN 14 days of your request:

    Recipient: Saint Luca Jewelry 

    Address: Skauduliskiu g. 60, Kalniskiu k., Maisiagalos sen.

    City: Vilniaus raj. 

    Postal code: 14247

    Country: Lithuania

    3 STEP: 

    IMPORTANT FOR RETURNS FROM OUTSIDE THE EU

    Complete the returns form at the post office, and mark your parcel “returned goods” (otherwise, it may be held up by customs, and your refund be delayed)

    Making the return with a tracking number is required. All orders outside the EU are subject to customs declaration, therefore all returns outside the EU are only available with the official tracking code.

    The official tracking code must be sent to support@saintluca.com WITHIN 3 days after the return is shipped. If the tracking number is not provided or not provided on time, SAINT LUCA is not responsible for lost packages or packages that are returned to the sender.

    IMPORTANT FOR ALL RETURNS

    Please note that we do not take responsibility for items that are lost during the return shipping process. As a result, we recommend that you keep the postage receipt with the tracking number for your own safety and send the tracking number to support@saintluca.com WITHIN 3 days after the return is shipped.

    All returns are quality checked – the product(s) must be returned in the same condition in which it was received. Please send us the product in the original packaging as well as the instructions, and any documentation that came with the product. All gifts that had been added to the order should be included as well. Refunds will not be given if they do not comply with our returns policy. 

    Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including all pierced jewelry.

    *Shipping costs will be borne by YOURSELF.         

    1.2. If you’re canceling your contract with us but your order is already on its way to you, please check information below:

    1.2.1.  Once the parcel reaches the destination country, the customer is responsible for contacting the local post office, and rejecting the parcel. When the parcel is rejected, it returns to the sender, and once it reaches our warehouse and we get the confirmation that the products have been returned in the same condition, the full refund will be released.

    1.2.2. If the customer received a parcel but did not open it, the customer is responsible for returning the parcel to the post office and rejecting it WITHIN 14 DAYS.

    * With both ways, there are no additional fees for return shipping

    1. WHEN CAN I CANCEL MY ORDER?

    2.1. You get 14 days to cancel your contract with us. This 14 day period starts from the day after you receive your order.

    2.2. Once you inform us about cancellation, you have 14 days to ship the item(s) back. AFTER 14 days the item(s) will be identified as used and SAINT LUCA will not accept the customer request for a refund.

    2.3. Cancellation is not possible after the order has been dispatched for fulfillment. Once the order has been dispatched, the customer is required to receive the order at the final destination. You can return any unwanted item(s) for a refund once you've received your order.

    2.4. Cancellation is not valid until the customer has confirmed their cancellation with SAINT LUCA by email.

    1. HOW MUCH WILL SHIPPING COST ME?

    3.1. If you’re canceling your contract with us but have already opened your parcel - returns are at your own expense.

    3.2. If you haven’t opened your parcel, you can reject your parcel at the post office – there are no additional shipping fees.

    3.3. SAINT LUCA is not providing returns labels

    *Please note that all orders outside the EU are the subject to custom declaration. SAINT LUCA is not responsible for any additional costs if the package is not marked as “returned goods”.

    1. WHAT DO I NEED TO KNOW ABOUT THE REFUND PROCESS? 

    4.1. Refund is available ONLY for the cases submitted WITHIN 14 DAYS period after receiving the product.

    4.2. If you opened the package and decided to return it, you must ship it back to the SAINT LUCA warehouse WITHIN 14 days. AFTER 14 days the item(s) will be identified as used and we will not accept your request for a refund.

    4.3. When requesting a refund, the original packaging and any documentation that came with the product must be returned to the sender; otherwise, the refund process will be halted.

    4.4. All gifts that had been added to the order should be included as well. Refunds will not be given if they do not comply with our returns policy. 

    4.5. A refund will be made effective to the purchaser after SAINT LUCA has received the item(s) in the same condition to our warehouse.

    4.6. We will notify you WITHIN 3 business days and let you know by email if we have accepted the product condition for the return. 

    4.7.  If your return is approved, the refund amount will be credited to the original source of payment within a period of 14 business days. You will be notified by email of the transaction. If you haven’t received a refund after 14 business days, first check your bank account again and write to us for further investigation.

    4.8. In case the product is broken and doesn’t meet the refund policy, the order is non-refundable. We will ask you to pay the fee of reshipping the product to you or pay the product price for replacement. 

    4.9. All packages are shipped with tracking numbers. As for the proof of delivery, we can only rely on tracking number information, so the refund is applicable just for orders with the status “confirmed as lost”.

    4.9.1. If you haven't received your package in a long time and the tracking information doesn’t show “the parcel has been confirmed as lost”, please contact our customer service. Our team will initiate an investigation with the shipping company, and once we receive confirmation that the "package has been confirmed as lost," a full refund will be issued.

    1. WHAT SHOULD I DO IF I RECEIVED A FAULTY PRODUCT?

    If you receive a faulty product, first—so sorry you went through this experience. Here is good news: you have SAINT LUCA LIFETIME WARRANTY!

    For more information, please follow our warranty policy.

    1. WHAT SHOULD I DO IF I RECEIVED A WRONG ORDER?

    6.1. In the unlikely case, you receive an order that does not correspond to your purchase, you must contact support@saintluca.com  WITHIN 14 days of receiving the order and send us an image showing everything you have received with the respective information of each product. 

    6.2. We will verify  your photo and resolve the issue promptly. In case you are required to send the product to our offices, SAINT LUCA will bear the shipping costs. Once we have verified that the said order is wrong, the refund or change will be issued to the affected customer.

    6.3. The product must not have been used and must be sent with its original packaging.

    6.4. SAINT LUCA may also offer you the following options:

    • Product replacement (If the item is no longer available, SAINT LUCA  Jewelers will offer a replacement with a similar item.)
    • Store credits  (worth 40% more than original price of the product)
    • Make the refund for the incorrect product and cover the return expenses

    *To create your return, simply contact our customer support to provide the return instructions. Do keep hold of your proof of postage in case we need to look at it later on. If you choose to return through another method, it's your responsibility to pay for your return.

    1. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

    Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    1. CUSTOMER RESPONSIBILITIES 

    8.1.Returning items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! 

    8.2. As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.  

    8.3. Please note that we do not take responsibility for items that are lost during the return shipping process. As a result, we recommend that you keep the postage receipt with the tracking number for your own safety and send the tracking number to support@saintluca.com WITHIN 3 days after the return is shipped.

    8.4. We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we will ask you to cover the delivery cost. 

    8.5. Please note that all orders outside the EU are the subject to custom declaration. SAINT LUCA is not responsible for any additional costs, if the package is not marked as “returned goods”.

    8.6. We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs. Make sure to inform us within 14 days after you received the parcel.

    8.7. Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you