Returns & Cancellations

This policy must be adjusted for the actual transaction location and legal status of each sale. UK online/distance selling and Malaysian consumer protection rules may apply depending on the sale structure, customer location and product type. This is a business operating template, not legal advice, and should be reviewed by a qualified legal advisor before being used as binding terms.

For stock items, customers must inspect the item immediately upon receipt and report any issue within the stated inspection period. Returns may be considered when the item is materially different from the written description or has a genuine undisclosed issue. Returned items must be unworn, unaltered and complete with original packaging, certificate and accessories.

Custom, resized, engraved, specially sourced, re-set or made-to-order jewellery is generally not eligible for customer-remorse cancellation once confirmed and work has started, subject to applicable law. Any exception must be approved in writing.

• More than 14 days before course: Refund or transfer may be allowed, less a reasonable admin fee.
• 7–13 days before course: Transfer to next available course or nominee may be allowed.
• Less than 7 days before course: No refund; transfer may be considered at Lucky Jewellery’s discretion.
• No-show / late arrival / partial attendance: No refund unless required by law or approved in writing.
• Organizer cancellation: Refund or transfer to the next date.

Consultation fees are for reserved professional time and analysis. Once the consultation or analysis has started, fees are generally non-refundable. Agent training or materials are generally non-refundable after access, download or attendance begins.

All refund requests should be submitted through the Refund Request Form and recorded in the Refund Tracker. Avoid deciding refunds through emotional message exchanges only.

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Loyalty points on returns. When an order is cancelled, returned, refunded, partially refunded, disputed or charged back, related Jade Circle points may be cancelled, reduced or reversed. The original points transaction remains visible in the ledger; a separate reversing entry is added. If reversal would create a negative balance, future points may first be applied against it.

£50 Collector Credit as a price reduction. The Collector Credit reduces the price of an eligible full-price jewellery order of at least £500. A refund following a return is calculated on the amount actually paid by the member. Where a complete valid return occurs while the membership is still active and the Credit has not expired, the Credit may be restored — restoration does not extend the original expiry date. Where a partial return brings the retained eligible merchandise below £500, the Credit will be recalculated fairly under this policy and applicable consumer rights.

Unused £1 Collector Privilege. If the qualifying £500 order is cancelled before the privilege is used, the privilege is normally withdrawn and any £1 payment refunded. For a used privilege, any adjustment must be fair, proportionate, clearly disclosed and lawful.

Membership fee is a separate contract. Returning jewellery does not automatically cancel or refund a paid Collector's Circle membership. Cancellation of the membership itself is handled under the Collector's Circle Paid Membership Terms.