Refund & Cancellation Policy

Every LUSTRE CARAT piece is made to order, crafted especially for you with natural diamonds hand-selected for your order. This policy explains how cancellations, returns and refunds work.

Order Cancellation

• You may cancel your order within 24 hours of placing it for a full refund.
• After 24 hours, we begin assorting diamonds and crafting your piece, so the order can no longer be cancelled or refunded.
• To cancel within the window, email contact@lustrecarat.com with your order number, or message us on live chat or WhatsApp as soon as possible.

Pay on Delivery (Lustre Trust)

• If you chose Pay on Delivery (Lustre Trust), the ₹500 booking amount you paid online forms part of your order total. It is not an extra charge.
• Cancel within the 24-hour window above and the booking amount is refunded in full, along with anything else you have paid.
• After 24 hours we begin hand-selecting diamonds and crafting your piece. If you then refuse the delivery, or the balance is not paid when your piece arrives, the booking amount is not refunded. It goes towards the cost of crafting and shipping a piece made specially for you, which we cannot offer to anyone else.
• The balance is payable to the delivery agent by cash or UPI. Your piece can be handed over only once the balance has been paid in full.

2-Day Return Window

You may request a return within 2 days (48 hours) of delivery. The piece must be unworn and undamaged, in its original packaging and with its certificate and any tags intact. Requests made after 2 days from delivery cannot be accepted, as each piece is custom made. Full terms are in our Return Policy.

An Unboxing Video Is Mandatory

A clear, continuous unboxing video is required for every return, exchange and claim, without exception. The video must start before the package seal is opened and show the sealed parcel and the complete unboxing in a single take, with no cuts or edits. Returns and claims without a valid unboxing video cannot be accepted.

Manufacturing Defects or Missing Items

If your order arrives with a manufacturing defect, or an item is missing or incorrect, notify us within 48 hours of delivery with your order number, your unboxing video and clear photographs of the issue.

Once verified, we will arrange a repair, replacement or full refund at no extra cost to you. Replacements are typically completed and dispatched within 5 to 7 days.

Refunds

• Approved refunds are processed to your original payment method.
• Refunds are typically credited within 7 to 10 business days of approval, subject to your bank or payment provider's processing time.
• Shipping charges, if any, are non-refundable.

Need Help?

For any questions about cancellations, returns or refunds, contact us at contact@lustrecarat.com or +91 79844 94580 during Monday to Saturday, 9:00 AM to 7:00 PM IST.