Refund & Returns Policy – Outlet-necklaces ( Lana Green Jewelry LLC )

We understand that sometimes things don’t go as planned. That’s why Outlet-necklaces ( Lana Green Jewelry LLC ) is committed to resolving any issues you may face with your order quickly and fairly.

Return & Exchange Policy

You may request a return or exchange within 15 days of receiving your item. However, because our products are custom-made and personalized, we only approve returns or exchanges in the following cases:

  • The item delivered is defective (e.g., misprint, poor quality, broken, or damaged during shipping)

  • The item received is not as described (e.g., wrong design, color, or size sent)

  • Your order is incomplete or incorrect

  • The shipment was lost during transit

  • A technical or manufacturing error occurred on our end

🛑 We cannot accept returns for reasons such as:

  • You changed your mind after receiving the item

  • You ordered the wrong size or color

  • You made an error in your delivery information

  • The item has been worn, washed, or is not in original condition

How to Request a Return or Exchange

To initiate your request, please email our Customer Service Team at [email protected] and include the following:

  • Your order number

  • Photos or a short video of the item clearly showing the problem

  • A picture of the shipping label

📸 Make sure the item is placed on a flat surface, with visible tags and the issue clearly captured. If the issue involves print size or misalignment, include a ruler or tape measure for scale.

Once we review and verify your request, we’ll offer a replacement at no additional charge or another solution, depending on the issue. In most approved cases, you do not need to return the item.

If a Return Is Requested

In rare cases where we ask you to send the item back, here are the instructions:

  • Shipping Method: Mail it to the address below

  • Return Address: 1938 Southgate St Durham, NC 27703, USA.

  • Customer Responsibility: The return shipping cost is your responsibility

  • Return Condition: Items must be unworn, unwashed, with tags, and in their original packaging

❗ Returns that do not meet these conditions will not be accepted or refunded.

⚠️ Do not send any items back before contacting us. Unauthorized returns may be rejected and not refunded.

Refund Policy

You can request a refund under the following conditions:

  • The product is defective or damaged

  • You received the wrong item or incomplete order

  • The package did not arrive within 30 business days

  • The order was canceled according to our Cancellation Policy

  • The item was lost in shipping

  • A production or system error was confirmed on our end

📩 Send your refund request to [email protected] and provide:

  • Your order number

  • Visual proof (photos or video of the issue and the shipping label)

Refund Processing

Once we approve your refund request, we will process your refund within 7–10 business days to your original payment method. Processing times may vary depending on your payment provider.

If you have not received your refund after 10 business days, please contact your bank or payment provider first. If further assistance is needed, reach out to us at [email protected].

Refunds & Returns We Cannot Accept

We do not issue refunds or accept returns for:

  • Custom orders that were fulfilled correctly as per your submitted information

  • Items that have been worn, washed, or used

  • Discounted items or products purchased during sales

  • Orders with customer-side errors (e.g., incorrect shipping address or size choice)

  • Return or refund requests made after 60 business days of the order date

  • Items returned without prior approval from our support team

Contact Us

If you encounter any issues with your order or need help with a return or refund, please contact our support team at [email protected]. We’re here to assist you every step of the way.

Thank you for shopping with Outlet-necklaces ( Lana Green Jewelry LLC ). Your satisfaction is our priority.