Refund & Cancellation Policy

Every LUSTRE CARAT piece is made to order and crafted specifically for you. Depending on the product, the process may involve arranging diamonds and other materials, manufacturing, finishing, certification, quality inspection and secure shipment.

This Refund & Cancellation Policy explains when an order can be cancelled and how refunds are handled.

Order Cancellation

• You may request cancellation of your order within 24 hours of placing the order for a refund of amounts paid, subject to the terms below.

• After the 24-hour cancellation period, your order may have entered the preparation, diamond selection, manufacturing or other fulfilment process. Accordingly, cancellation requests received after 24 hours will generally not be accepted.

• To request cancellation within the applicable cancellation period, contact us at contact@lustrecarat.com, through WhatsApp, live chat or another customer-support channel made available by LUSTRE CARAT. Please include your order number.

Cancellation requests are effective only when confirmed by LUSTRE CARAT. Sending a cancellation request does not by itself constitute confirmation that the order has been cancelled.

Pay on Delivery (Lustre Trust)

If you select Pay on Delivery (Lustre Trust), you pay a ₹500 advance when placing your order and the remaining order balance is payable when your jewellery is delivered.

• The ₹500 advance is part of your order total and is not an additional charge.

• If you cancel within the applicable 24-hour cancellation period and the cancellation is accepted, the ₹500 advance will be refunded along with any other amount paid for the order.

• After the 24-hour cancellation period, the order may no longer be cancelled because preparation or manufacturing may have commenced.

• If, after the cancellation period, the customer refuses delivery, fails to accept the shipment after reasonable delivery attempts, or the order is returned because the remaining balance was not paid, the ₹500 advance will not be refunded.

The ₹500 advance is collected because LUSTRE CARAT begins preparing a made-to-order piece specifically against the confirmed order. The amount is intended to form part of the order value and is not an additional fee.

The non-refund of the ₹500 advance in the circumstances described above does not limit any consumer right or remedy that cannot lawfully be excluded.

Failed Delivery or Refusal to Accept a Lustre Trust Order

If a customer refuses to accept a Lustre Trust shipment, does not make the applicable balance payment, or is unavailable after reasonable delivery attempts and the shipment is consequently returned to LUSTRE CARAT, the ₹500 advance will not be refunded.

If a shipment cannot be delivered for a reason that is not attributable to the customer, LUSTRE CARAT will review the circumstances and provide an appropriate resolution in accordance with the applicable circumstances and law.

Returns

Eligible customers may request a return within 2 days (48 hours) of delivery, subject to the requirements and exclusions set out in our Return Policy.

A return request does not automatically constitute approval of the return. The jewellery must satisfy the applicable return conditions and will be inspected after it is received by LUSTRE CARAT.

Manufacturing Defects, Incorrect Items or Missing Items

If you receive jewellery with a suspected manufacturing defect, an incorrect product, or a missing item, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide your order number and clear photographs and, where available, the unboxing video and other information reasonably required to investigate the issue.

After verification, we may, depending on the nature of the issue and applicable rights, arrange an appropriate remedy such as repair, replacement or refund.

Where a replacement or repair is agreed, we will provide an estimated timeframe based on the circumstances of the particular order.

Refund Processing

• Where a refund is approved, it will generally be processed to the original payment method used for the transaction, unless another lawful method is agreed with the customer.

• After LUSTRE CARAT initiates the refund, the time taken for the amount to appear in the customer's account may depend on the payment gateway, bank or other payment provider.

• We will communicate the refund status where reasonably necessary.

Shipping Charges

Where a refund is approved, the treatment of shipping charges will depend on the reason for the refund and the applicable circumstances. Where the customer is responsible for a return or re-dispatch cost, such cost may be deducted or separately payable where permitted by applicable law and disclosed to the customer.

Nothing in this policy is intended to exclude or restrict any refund, replacement, repair or other remedy that LUSTRE CARAT is required to provide under applicable law.

Refunds for Promotional Offers

Where an order was placed using a promotional discount, coupon, store credit or other offer, the refund will be calculated with reference to the actual amount paid and the applicable terms of that promotion.

Important

LUSTRE CARAT reserves the right to verify an order, return, refund or delivery claim before processing a refund or other remedy. Verification may include reviewing order records, photographs, videos, courier records, packaging, product condition and other relevant information.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable law.

Custom orders follow different terms, including a non-refundable ₹2,500 design fee. See our Custom Order Policy.

Need Help?

For questions about cancellation, refunds or order payments, contact us at:

Email: contact@lustrecarat.com
Phone/WhatsApp: +91 79844 94580
Support Hours: Monday to Saturday, 9:00 AM to 7:00 PM IST