Return Policy

Every LUSTRE CARAT piece is made to order and crafted specifically for you. This Return & Exchange Policy explains when a return or exchange may be requested and the conditions that apply.

2-Day Return Window

You may request a return within 2 days (48 hours) of delivery, subject to the eligibility requirements in this policy.

To request a return, contact LUSTRE CARAT within the applicable period with your order number and details of the reason for the return.

Because our jewellery is made to order, return requests submitted after the applicable 48-hour period will generally not be accepted, except where a different remedy is required under applicable law or where the issue relates to a verified manufacturing defect, incorrect item or other qualifying issue.

Condition of the Jewellery

For a standard return, the jewellery must:

• be unworn;

• be undamaged and in its original condition;

• be returned with its original packaging;

• include the certificate and applicable tags or accompanying materials; and

• not have been altered, resized, repaired or modified after delivery.

We may decline a standard return where the jewellery has been worn, damaged, altered, modified or otherwise returned in a condition that is materially different from the condition in which it was delivered.

Unboxing Video

We strongly recommend recording a clear, continuous unboxing video beginning before the package is opened and continuing through the complete unboxing.

The video should show the sealed package, shipping label and the jewellery and contents as they are removed from the package.

An unboxing video is extremely helpful when investigating claims involving transit damage, missing items, incorrect items or package tampering and may be requested as supporting evidence.

If an unboxing video is not available, LUSTRE CARAT may consider other available evidence, including photographs, packaging condition, courier records, shipment records and other relevant information when assessing the claim.

Manufacturing Defects

If you believe your jewellery has a manufacturing defect, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

• your order number;

• clear photographs of the issue;

• a description of the problem; and

• an unboxing video, where available.

We may request additional photographs, videos or may arrange an inspection of the jewellery before determining the appropriate resolution.

If the issue is verified as a manufacturing defect, LUSTRE CARAT may, depending on the nature of the issue and applicable law, arrange a repair, replacement or refund as appropriate.

Incorrect or Missing Item

If you receive an incorrect item or an item is missing from your order, contact us as soon as possible and preferably within 48 hours of delivery.

We may request photographs, the unboxing video, packaging information and other evidence reasonably required to investigate the issue.

Once the issue is verified, we will work with you to provide an appropriate resolution, which may include sending the correct or missing item, arranging a replacement, repair or providing a refund where applicable.

Transit Damage or Tampering

If your package appears damaged, opened or tampered with when delivered, please notify the delivery agent immediately where reasonably possible and contact LUSTRE CARAT as soon as possible.

Please retain the original packaging, shipping label and other shipment materials until the issue has been resolved.

We may coordinate with our courier or logistics partner to investigate the shipment.

Returns That Are Not Related to a Defect

For an eligible standard return, the jewellery must satisfy the return conditions described in this policy.

Because LUSTRE CARAT jewellery is made to order, a standard return is subject to the applicable return window and condition requirements.

Exchange

Where an exchange is offered or approved, the replacement item will be subject to product availability, manufacturing requirements and applicable terms.

An exchange may require the original jewellery to be returned and inspected before the replacement is dispatched.

Where a requested exchange involves a difference in product price, the applicable additional payment or refund will be communicated before the exchange is processed.

Return Shipping

Where LUSTRE CARAT approves a return, we will communicate the applicable return-shipping process and whether return shipping is arranged or payable by the customer.

Customers should not send jewellery to LUSTRE CARAT without first receiving return instructions from our support team.

Inspection of Returned Jewellery

Returned jewellery may be inspected after it reaches us to verify its condition, authenticity, certificate and compliance with the applicable return requirements.

A refund or exchange will be processed after the return has been reviewed and approved.

Cancellations & Refunds

Order cancellation and refund terms are governed by our Refund & Cancellation Policy.

You may cancel an order within the applicable cancellation period described in that policy. Once the cancellation period has expired and the made-to-order process has commenced, cancellation may no longer be available.

Custom orders cannot be returned or exchanged. See our Custom Order Policy for the terms that apply to them.

Important

This policy does not exclude or restrict any consumer rights, warranties or remedies that cannot lawfully be excluded or restricted under applicable law.

Need Help?

For questions about returns or exchanges, 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

You can also contact us through the live chat available on our website, where provided.