Returns & Exchanges

Bespoke Design Agreement & Deposit Policy

By commissioning a bespoke piece with Lubunu, you agree to the following terms regarding the design and production process:

1. The Design Deposit

To begin the bespoke process, we require a [e.g., 30-50%] deposit. This deposit is non-refundable once work has commenced. This fee covers:

Initial Consultations: Professional time spent discussing and refining your vision.
Design & CAD Work: The creation of technical drawings or 3D models.
Material Sourcing: Securing specific gemstones or precious metals exclusively for your project.

2. Client Approval

Final Sign-off: Before production begins, we will provide a final design (CAD or sketch). Your approval of this design is final.
Changes: Any significant changes requested after production has started may incur additional labor and material costs.

3. Cancellations

Should you choose to cancel the project:

Pre-Production: If canceled before metal casting begins, Lubunu retains the deposit to cover design and sourcing costs.
During Production: If canceled after production has started, the client may be liable for the full cost of the piece, as bespoke items cannot be resold to the general public.

4. Completion Timelines

Bespoke jewelry is a craft. While we provide estimated completion dates, these are subject to the complexity of the design and the availability of rare materials. We will keep you updated on any significant shifts in the timeline.

Lubunu Returns, Exchanges & Shipping Policy

1. Bespoke & Made-to-Order (Final Sale)

At Lubunu, most of our pieces are bespoke or made-to-order specifically for you.

No Returns or Exchanges: In accordance with EU Consumer Rights Directive (2011/83/EU), the 14-day right of withdrawal does not apply to goods made to your specifications or clearly personalized (e.g., custom designs, specific ring sizes, or engravings). These sales are final.
Non-Refundable Deposits: All deposits for bespoke commissions are non-refundable. This deposit secures your materials and covers the specialized design labor (CAD and sourcing) that begins immediately upon payment.

2. Ready-to-Ship Items

For standard, non-customized pieces only:

14-Day Window: You have 14 days from delivery to request a return.
Non-Refundable Shipping: Original shipping charges are non-refundable. The customer is responsible for the cost of return shipping. We recommend a tracked and insured service, as Lubunu is not responsible for items lost in transit.
Hygiene: Earrings cannot be returned or exchanged due to health and hygiene regulations.

3. Faulty Items

In the unlikely event that a piece is defective or "not as described" (significantly different from your approved design):

Statutory Guarantee: You are covered by the EU 2-year legal guarantee. We will provide a repair, replacement, or refund at no cost to you.
Shipping on Faults: If an item is confirmed faulty, Lubunu will cover or reimburse standard shipping costs for the return.