Terms & Conditions

These Terms & Conditions (“Terms”) govern your access to and use of the LUSTRE CARAT website, mobile applications and related services, including lustrecarat.com and the LUSTRE CARAT mobile application for Android and iOS, and any purchase you make from LUSTRE CARAT, operated by Madhavi Diam (“LUSTRE CARAT”, “we”, “us” or “our”).

By accessing or using our website or mobile application, creating an account, placing an order or otherwise using our services, you acknowledge that you have read and understood these Terms and agree to be bound by them, together with our applicable Shipping & Delivery Policy, Refund & Cancellation Policy, Return & Exchange Policy, Privacy Policy and other policies displayed on our website or application.

Eligibility

By creating an account or placing an order, you represent that you are 18 years of age or older and legally capable of entering into a binding contract under applicable law.

Our website and mobile application may be browsed by persons under 18, but accounts and purchases are intended for adults.

If you place an order on behalf of another person or entity, you confirm that you are authorised to do so.

Website & Mobile Application

LUSTRE CARAT provides its shopping and customer experience through its website and mobile applications for Android and iOS.

The website and mobile application may provide access to substantially similar shopping functionality, including browsing products, viewing product information, managing your account, placing orders, receiving order updates and contacting customer support. Certain features may be available only on one platform or may operate differently depending on the device, operating system, application version or other technical circumstances.

We may update, modify, suspend or discontinue particular website or application features from time to time where reasonably necessary for maintenance, security, improvements, legal requirements or other legitimate business purposes.

Mobile Application Accounts

Where you create or use an account through the LUSTRE CARAT mobile application, you are responsible for keeping your account and authentication information secure and for activity carried out through your account.

The mobile application may use mobile-number-based authentication and a one-time password (“OTP”) to verify your identity and provide access to your account.

You must not knowingly provide another person with access to your OTP or account credentials.

If you believe that your account has been accessed without your permission, please contact us as soon as possible.

Our Products

• LUSTRE CARAT jewellery is generally made to order and crafted specifically against the customer's confirmed order.

• Our products are made using natural diamonds, unless a product description expressly states otherwise.

• Where stated on the relevant product page, jewellery may be accompanied by an SGL certificate or other applicable certification.

• Diamond and jewellery specifications, including carat weight, colour, clarity, metal, dimensions and other characteristics, are described on the applicable product page to the best of our ability.

• Because jewellery is handcrafted and made to order, minor variations in finish, proportions or appearance may occur and do not necessarily constitute a defect.

Product images are intended to provide a visual representation of the product. Actual appearance may vary slightly due to photography, lighting, display settings and the handcrafted nature of the product.

Product Availability

Although we make reasonable efforts to keep product information and availability current, a product may occasionally become unavailable or may require additional time to prepare.

If we are unable to fulfil a confirmed order, we will contact the customer and provide an appropriate resolution in accordance with applicable law and our policies.

Pricing & Taxes

• Prices are displayed in Indian Rupees (INR).

• Unless otherwise stated, prices displayed to customers include applicable taxes.

• Any applicable shipping charges or other charges will be displayed before the customer completes payment.

We make reasonable efforts to ensure that prices and product information are accurate. In the event of an obvious pricing, typographical or technical error, we may contact the customer before fulfilment to clarify the correct price or, where appropriate, cancel the affected order and refund amounts paid.

We may change product prices, specifications, availability or promotional offers from time to time. Such changes will not affect an order that has already been accepted, except where permitted or required by applicable law.

Orders & Acceptance

When you place an order through our website or mobile application, you submit a request to purchase the selected product at the displayed price and on the applicable terms.

An automated order confirmation or acknowledgement may be sent after you place an order. Such acknowledgement confirms that we have received your order request and does not necessarily mean that the order has been finally accepted.

An order is considered accepted when LUSTRE CARAT confirms the order for fulfilment, subject to applicable law and these Terms.

We may decline or cancel an order in circumstances including product unavailability, an obvious pricing or technical error, inability to deliver to the selected location, suspected fraudulent or unlawful activity, payment failure, or other legitimate fulfilment reasons.

If we cancel an order after payment has been received, we will process any applicable refund in accordance with applicable law and our Refund & Cancellation Policy.

Made-to-Order Manufacturing

Because our jewellery is made to order, preparation may begin after the applicable cancellation period.

After the cancellation period, materials, diamonds and manufacturing resources may be committed specifically to your order. Accordingly, cancellation requests received after that period may not be accepted, subject to applicable consumer rights and the terms of our Refund & Cancellation Policy.

Payments

Payments may be processed through third-party payment gateways or other payment service providers.

By making a payment, you confirm that the payment information provided is accurate and that you are authorised to use the selected payment method.

We do not generally store complete payment-card information on our own systems. Payment information may be processed by the relevant payment service provider in accordance with its own terms and privacy practices.

Pay on Delivery (Lustre Trust)

LUSTRE CARAT may offer Pay on Delivery (Lustre Trust) for eligible orders and locations.

Under Lustre Trust:

• The customer pays a ₹500 advance when placing the order.

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

• The remaining order balance is payable when the jewellery is delivered.

• The remaining balance may be paid to the delivery agent by cash or UPI, subject to the payment methods supported for the shipment.

• The jewellery will be handed over only after the applicable remaining balance has been paid in full.

You may cancel a Lustre Trust order within the applicable 24-hour cancellation period, subject to our Refund & Cancellation Policy.

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.

This treatment applies because the jewellery is made to order specifically against the confirmed order.

Nothing in these Lustre Trust terms is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded or restricted.

Shipping & Delivery

Our jewellery is generally delivered within an estimated 15–25 day period from order confirmation.

The 15–25 day period is an estimated delivery timeframe and is not a guaranteed delivery date. Delays may occur because of manufacturing requirements, certification, courier operations, transportation disruptions, weather, regional restrictions, security requirements, recipient unavailability or other circumstances outside our reasonable control.

Our complete delivery terms are set out in our Shipping & Delivery Policy.

Cancellation, Returns & Refunds

Cancellation, return, exchange and refund rights and procedures are governed by our applicable Refund & Cancellation Policy and Return & Exchange Policy.

Because our jewellery is made to order, specific cancellation and return conditions apply. These conditions do not affect any consumer rights or remedies that cannot lawfully be excluded.

Customer Information

You are responsible for providing accurate and complete information when creating an account or placing an order, including your name, delivery address, telephone number, email address and other information required to fulfil the order.

If incorrect or incomplete information causes a delivery failure or additional delivery attempt, additional costs may apply where permitted by applicable law and may be communicated to the customer.

Website & Application Use

You agree to use our website and mobile application only for lawful purposes and in a manner that does not interfere with their operation, security or availability.

You must not:

• use the website or application for fraudulent or unlawful purposes;

• attempt to gain unauthorised access to our systems, accounts or services;

• interfere with the website, application or their security features;

• introduce malicious code, viruses or harmful software;

• scrape, reproduce or systematically extract website or application content without permission;

• reverse engineer, decompile or attempt to derive the source code of the mobile application except to the extent such activity cannot lawfully be restricted;

• circumvent security, authentication or access controls; or

• use our website, application or content in a manner that infringes the rights of LUSTRE CARAT or any third party.

Mobile Application Availability

We do not guarantee that the mobile application or every feature within it will be available at all times or on every device.

Availability may be affected by maintenance, updates, operating-system changes, network conditions, device compatibility, third-party services or circumstances outside our reasonable control.

You are responsible for maintaining a compatible device, operating system and internet connection required to use the application.

We may release updates to the mobile application from time to time. Some features may not function correctly or may become unavailable if you do not install required updates.

App Permissions & Notifications

The mobile application may request certain device permissions where required to provide specific features.

Depending on the features you use, these may include permissions relating to location, camera, photographs and notifications.

Permissions are described in more detail in our Privacy Policy. You may manage applicable permissions through your device settings.

Notifications may be used for order confirmations, delivery updates, account-related communications and, where you have opted in, promotional communications.

Privacy

Your use of the website and mobile application and our handling of your personal information are governed by our Privacy Policy.

Our Privacy Policy applies to both lustrecarat.com and the LUSTRE CARAT Android and iOS mobile applications and explains the information we collect, how we use it, third-party services involved in the website and application, device permissions, advertising measurement, data retention and your applicable privacy rights.

By using the website or mobile application, you acknowledge that you have reviewed our Privacy Policy.

Intellectual Property

Unless otherwise stated, the website and mobile application and their contents, including product images, photographs, graphics, logos, designs, written content, trademarks, branding, software and other materials, are owned by or licensed to Madhavi Diam/LUSTRE CARAT.

You may access and use the website and mobile application for your personal, non-commercial purposes. You may not reproduce, modify, distribute, publish, sell or commercially exploit our content without our prior written permission.

Third-Party Services

We may use third-party service providers for payment processing, authentication, shipping, logistics, certification, communications, analytics, advertising measurement, hosting and other business functions.

Your use of third-party services may also be subject to the terms and policies of those third parties.

Our Privacy Policy explains the principal third-party services used by the LUSTRE CARAT mobile application and website and the categories of information shared with them.

Communications

By placing an order or providing your contact information, you agree that we may contact you regarding your account, order, payment, delivery, returns, refunds, support requests and other necessary service communications through channels such as email, telephone, SMS, WhatsApp or mobile-app notifications.

Marketing communications, where applicable, will be handled in accordance with applicable law and our Privacy Policy.

Fraud Prevention & Order Verification

We may take reasonable steps to verify orders and prevent fraudulent or unauthorised transactions, including verifying payment information, delivery details, contact information or other order-related information.

Where an order is reasonably suspected to involve fraud, misuse, unlawful activity or payment-related risk, we may delay fulfilment while conducting appropriate verification or take other lawful action.

Limitation of Liability

To the maximum extent permitted by applicable law, LUSTRE CARAT will not be responsible for indirect, incidental or consequential losses arising from the use of the website, mobile application or products.

Nothing in these Terms excludes or limits liability, consumer rights, warranties or remedies where such exclusion or limitation is prohibited by applicable law.

Nothing in these Terms limits our responsibility for matters that cannot lawfully be limited or excluded.

Force Majeure

We will make reasonable efforts to fulfil our obligations, but certain circumstances outside our reasonable control may affect our ability to manufacture, dispatch or deliver an order.

Such circumstances may include natural events, severe weather, transportation disruptions, courier interruptions, strikes, government or regulatory restrictions, security restrictions, infrastructure failures, widespread technical failures or other events beyond our reasonable control.

Where such circumstances affect an order, we will make reasonable efforts to communicate material delays and provide an updated estimated timeframe where reasonably possible.

Grievance Redressal

If you have a complaint, concern or unresolved issue relating to an order, product, payment, delivery, return, refund, account, website, mobile application or our services, please contact us so that we can investigate and attempt to resolve the matter.

Grievance Officer: Avi Khunt
Email: avikhunt@lustrecarat.com

We will acknowledge grievances within 48 hours and aim to resolve them within the period prescribed under applicable law.

For general customer support:

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

Governing Law & Dispute Resolution

These Terms are governed by the laws of India.

Any contractual dispute between the customer and LUSTRE CARAT will be subject to the jurisdiction of courts having jurisdiction in Surat, Gujarat, to the extent permitted by applicable law.

Nothing in this clause is intended to prevent a consumer from exercising any statutory right or remedy before a consumer commission, court, authority or other forum that has jurisdiction under applicable law.

Changes to These Terms

We may update these Terms from time to time to reflect changes to our products, services, website, mobile application, business practices or applicable legal requirements.

Updated Terms will be published on this page with an updated effective or “last updated” date.

Changes will not retrospectively alter rights or obligations relating to an order already accepted where doing so would be contrary to applicable law.

Contact Us

For questions regarding these Terms, please contact:

Madhavi Diam
103, Sarthi Chambers, Gotalawadi
Surat, Gujarat 395004
India

GSTIN: 24JZBPK0158N1Z4
Email: contact@lustrecarat.com
Phone/WhatsApp: +91 79844 94580

LUSTRE CARAT is a brand operated by Madhavi Diam.