Refund policy
Returns, Repairs & Recycling
Every Lucano piece is made to order by hand in the Byron Bay Hinterland — cut, set and finished for one person. Because nothing is mass-produced or held in stock, our returns policy is different to a typical retailer's, and we'd rather be upfront about it.
Returns & refunds
When can I return an item?
Returns and refunds are available for faulty items. If something isn't right with your piece, contact us and we'll make it right.
Do you accept change-of-mind returns?
No. As each piece is handcrafted to order, we're unable to accept returns or offer refunds for change of mind or incorrect purchases.
I've changed my mind but haven't received my order yet.
Get in touch as soon as you can at hello@lucano.com.au. If your piece hasn't yet entered production or shipped, we may be able to cancel or amend your order — provided it's unused and unworn. We can't promise it, but we'll always try.
What if my piece arrives faulty or damaged?
Contact us within a reasonable time with your order number and a few photos. We'll assess it and arrange a repair, replacement or refund. Where a fault is major, the choice of a refund or replacement is yours.
What isn't covered?
- General wear and tear
- Accidental damage or misuse
- Alterations made by another jeweller
These can usually still be restored — see Repairs below.
Nothing in this policy limits your rights under the Australian Consumer Law.
Repairs
How do I request a repair?
Email hello@lucano.com.au with your order number and photos, and we'll send a quote before any work begins. Please package your piece securely — it's your responsibility until it reaches us.
What does a repair cost?
Domestic repairs incur a $50 processing fee, plus the quoted work. Return postage to us is covered by you. International customers can request a quote by email.
Can a repair be declined?
If a piece arrives in unsuitable condition or falls outside what we can safely restore, we'll let you know and return it to you.
Recycling & remaking
Can I recycle an old piece?
Yes. Send back a Lucano piece you no longer wear and we'll give the gold and stones a second life.
Can you make something new from it?
That's the part we love. Rather than simply recycling your gold and diamonds, we can remake them into a bespoke piece — an heirloom reset into something you'll actually wear, a pair of earrings from a ring you've outgrown, or a design created from scratch with you. Email hello@lucano.com.au with photos of the piece and an idea of what you have in mind, and we'll talk it through and send a quote.
Can a submission be declined?
Occasionally — we review each one, and we'll always tell you why.
Still have a question?
Email us at hello@lucano.com.au. A real person will answer.