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Return Policy

Terms & Conditions

Cebuana Lhuillier Jewelry is a registered trade name of PJ Lhuillier, Inc. The P.J. Lhuillier, Inc. (PJLI) is the proud parent company of the Cebuana Lhuillier Pawnshop, one of the leading and largest non-bank financial services provider in the Philippines with 2,500 branches nationwide.

This website of Cebuana Lhuillier Jewelry includes all information, tools and services which the client can use and/or refer to. Once a client proceeds with a transaction, it shall be understood and agreed that he/she has fully accepted and consented to the terms, conditions and policies herein stated.


To our dear shoppers, kindly check your orders before posting them for processing. Once posted, your transaction will be immediately processed by Cebuana Lhuillier Jewelry for your complete online shopping satisfaction.

Should you have any concerns regarding your orders, you may contact our Customer Service Team at (02) 7759-9800 / (02) 8779-9800 or you may e-mail us at [email protected]

Cebuana Lhuillier Jewelry values your items as much as you value them. Should you, by any chance, be unsatisfied with the item you received, you may return it subject to the following requirements:

Upon discovery of the defective/faulty character and/or error with the purchased item(s), you are to notify and coordinate with our Customer Service Team through e-mail: [email protected] and include the following details:

Full Name

Contact Number

Reason for Return Request

Location / Branch Purchased

Scan / Photo of Sales Invoice

Photo of Item(s)

Our branches will not accept Return/Exchange Requests; all requests must be forwarded to our Customer Service Team at [email protected]

The item(s) purchased can only be returned within seven (7) days from the date of its purchase

The item(s) purchased can only be returned to the branch where it was purchased/picked up

The purchased item(s) should be in its complete original packaging with all accessories intact (i.e. jewelry container, sales invoice, etc.) and in the same condition as purchased

The purchased item(s) must neither be worn and/or damaged by the shopper

Once the returned item(s) pass the quality evaluation process, Cebuana Lhuillier Jewelry will process the return within seven (7) business days. Otherwise, if invalid or unacceptable, you will be notified right away through e-mail


Cebuana Lhuillier Jewelry reserves the right to conduct its own inspection on the returned item/s. If it be found defective or damaged due to misuse, accident caused by the client or incurred due to ordinary wear and tear, Cebuana Lhuillier Jewelry has the right to refuse its replacement or refund, as the case may be.


PJ Lhuillier, Inc. is committed to respecting and protecting your data privacy rights as a data subject in accordance with RA 10173 (“Data Privacy Law of 2012”), its Implementing Rules and Regulations and other applicable laws of the Republic of the Philippines.

Why do we process your personal information (PI)?

Process your transaction(s) whenever you avail of our products and services.

Address your inquiries, concerns or complaints.

Comply with laws and regulations governing our products and services (i.e. AMLA, CIC, etc).

Inform you about our new product/services offerings and promotions (“direct marketing”).

Data Sharing

We may also share your PI with:

Our accredited third party personal information processors such as contractors, vendors, financial and legal consultants.

Our affiliate companies (for commercial purposes, including direct marketing or profiling) Such data sharing shall be done in a manner compliant with the Data Privacy Act of 2012. Your PI may also be processed electronically and/or manually.

What information do we process?

To process general inquiries or concerns about the products and services we offer:

Your Full Name

Your E-mail Address

Contact numbers

To process your transactions covered by RA 9160, Anti-Money Laundering Law Act of 2001, as amended:


Present address

Date and place of birth

Nature of work, name of employer or nature of self-employment/business

Contact details

Specimen signature

Source of funds

Permanent address


Identification Cards

Name, present address, date and place of birth, nature of work and source of funds of beneficial owner or beneficiary, whenever applicable

When the customer or authorized representative is a foreign national, passport or Alien Certificate of Registration issued by the Bureau of Immigration

As part of due diligence, we may collect information about religious affiliation in the event the date of birth cannot be provided (due to religious beliefs) as this is required information under the law.

If reasonably necessary, we may also process your sensitive personal information such as credit card details.

Security Measures

We employ a combination of organizational, contractual, physical, procedural and technical security measures to secure your PI that we process. Only authorized personnel shall have access to your PI. We will retain your PI related to transactions for a minimum of ten (10) years to comply with applicable laws. On the other hand, PI collected from inquiries, complaints/concerns or during events will be retained for two (2) years.

Access, Correction and Erasure/Blocking

You have the right to request for a copy of your PI that we keep as well as request for the correction of any inaccurate data. You likewise have the right to suspend, withdraw or order the blocking, removal or destruction of your PI from our system.


You have the right to object or withhold consent to the processing of your PI. However, if you choose not to provide us with the required PI, we may be unable to provide you with the service requested or provide appropriate advice or service.

Limitation on Rights

The foregoing rights with respect to your PI shall not apply to the processing of personal data gathered for the purpose of investigations in relation to any criminal, administrative or tax liabilities that you may have, provided that we will process the same only to the minimum extent necessary to achieve the purpose of said investigations.

How to contact us

Feedback and queries on our products and services:
[email protected]

Data Privacy queries and concerns:
[email protected]

I want to know more about RA 10173

Please visit the website of the National Privacy Commission:


If you have any inquiries, you may contact our Customer Service Team at (02) 7759-9800 / (02) 8779-9800 or you may e-mail us at [email protected]