Custom Order Policy

A custom order is a piece designed and made for you from your own idea, reference or changes to one of our designs. Because each custom piece is unique to you, the terms below apply alongside our Shipping, Warranty and Buyback policies, and take the place of our Return and Refund & Cancellation policies where they differ.

How a Custom Order Works

1. Share your idea. Send us your reference images, description, preferred metal, diamond details and budget through WhatsApp, email or another LUSTRE CARAT support channel.

2. Confirm with a ₹2,500 design fee. Once we agree the brief and an estimated price, you pay ₹2,500 to confirm the order. This covers the design work, including the CAD (3D design) of your piece.

3. Approve the CAD and final price. We share the CAD render with you along with the final price. You may request changes before approval, as set out below.

4. Pay the balance. When you approve the final design and price in writing and pay the remaining amount in full, we begin manufacturing.

5. Manufacturing and delivery. Your piece is made, finished, quality checked, certified where applicable and shipped insured.

The ₹2,500 Design Fee

• The ₹2,500 design fee is non-refundable, as it pays for design work carried out specifically for you.

• The design fee is adjusted against your final order total and is not an additional charge.

• If you decide not to go ahead after seeing the CAD, the order is closed. No further amount is payable and the design fee is not refunded.

Pricing

• The price shared before the CAD is an estimate only.

• The gold weight and the diamond weight, count and sizes are worked out during the CAD stage and can change from the estimate. The CAD can also change whenever you ask for design changes.

• The final price is given with the approved CAD, based on its gold weight and diamond details, and may be higher or lower than the estimate.

• Once you approve the CAD and pay the balance, the final price is fixed for your order.

Design Approval

• The design fee includes up to 3 rounds of CAD revisions. Further revisions may be charged.

• Manufacturing starts only after you approve the CAD in writing (a WhatsApp or email confirmation is enough) and pay the full remaining amount.

• Please check the design, dimensions, ring size, metal and diamond details carefully before you approve. Your approval confirms that the design is final.

• Changes requested after approval may not be possible once manufacturing has started. Where they are possible, they may cost extra and extend the delivery time.

• A CAD render shows the design. The finished handcrafted piece may differ slightly in finish, proportion or appearance, and this is not a defect.

Delivery Timeline

Custom orders are generally delivered within 20–25 days from the date we receive full payment after CAD approval. This is an estimate, not a guaranteed date, and delays are handled under our Shipping & Delivery Policy.

Cancellation

• A custom order cannot be cancelled after you approve the CAD and pay the balance, as manufacturing begins against your approved design.

• If you cancel before CAD approval, the ₹2,500 design fee is not refunded.

Returns and Exchanges

Custom pieces are made to your exact design and cannot be returned or exchanged for change of mind, preference or fit. This does not affect your right to a remedy for:

• a verified manufacturing defect;

• a piece that does not match the approved CAD and specifications;

• an incorrect or missing item; or

• transit damage or tampering.

Report any of these within 48 hours of delivery, with your order number, photographs and an unboxing video where available, as set out in our Return Policy. Once the issue is verified, we will arrange a repair, remake or refund as appropriate.

Warranty and Buyback

Custom pieces carry the same 2-year warranty and lifetime buyback as our catalogue jewellery, under the terms of our Warranty Policy and Buyback Policy.

Contact

For questions about a custom order, contact us at contact@lustrecarat.com or on WhatsApp.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded.