1. Eligibility for Returns & Exchanges
We accept returns or exchanges only in the following cases:
You received a wrong item or incorrect product.
The jewellery has a manufacturing defect.
The product was damaged in transit.
If any of the above apply, please contact us within 7 days of delivery to initiate a return or replacement.
2. Non-Returnable Items
The following items cannot be returned or exchanged unless they are defective:
Personalised jewellery (including engraved or custom name pieces).
Gift-wrapped or customised orders with personal notes or photos.
E-Gift Cards and digital products.
Because these items are made or packaged especially for you, they are not eligible for return once processed.
3. Return Conditions
To qualify for a return or exchange:
The product must be unused, unworn, and in its original packaging.
All tags, certificates, pouches, and invoices must be included.
Items showing signs of wear, damage, or alteration (e.g., resizing, polishing) will not be accepted.
4. How to Initiate a Return
To start a return or exchange, please follow these steps:
Email us at support@lustra.in within 7 days of delivery.
Include your Order ID, reason for return, and clear photos of the product (if damaged or defective).
Our team will review your request within 24–48 hours and share the next steps.
Once approved, we’ll arrange a reverse pickup or share instructions for sending the item back.
5. Refunds
Once the returned product is received and inspected, your refund will be processed within 7–10 working days.
Refunds for prepaid orders are credited to the original payment method.
For Cash on Delivery (COD) orders, refunds are issued via bank transfer or Lustra store credit after verification.
Original shipping and COD charges (if applicable) are non-refundable.
6. Exchanges
If you’d like to exchange an item (e.g., for a different size or design), we’ll issue a replacement once the original product is received and verified.
In case the desired item is out of stock, you may choose a different design or opt for store credit.
7. Damaged or Wrong Products
In the rare case that your order arrives damaged or incorrect:
Please take unboxing photos/videos before opening the package.
Contact us immediately at support@lustra.in within 48 hours of delivery.
Our team will inspect and process a replacement or refund at no additional cost.
We’re committed to ensuring you never have to worry about quality or trust.
8. Cancellations
Orders can be cancelled within 12 hours of purchase, provided they have not yet been shipped.
Once dispatched, the order cannot be cancelled but may qualify for return or exchange after delivery (if eligible).
Personalised orders cannot be cancelled once they enter production.
9. Return Shipping & Costs
Lustra covers the return shipping cost for approved damaged or incorrect items.
For other eligible returns (e.g., change of mind), a small return handling fee may apply.
Returns must be sent via our approved courier partner to ensure safe handling and verification.
10. Quality Promise
Each Lustra piece is made from certified 92.5 sterling silver and passes through strict quality checks before leaving our studio.
We stand by our craftsmanship — if your jewellery ever arrives imperfect, we’ll make sure it’s made right again.
