Return & Exchange Policy

At Lustra, we take pride in our craftsmanship and quality. Every piece is carefully inspected before dispatch. However, if something isn’t right, we’re here to help.

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 during transit

If any of the above situations apply, please contact us within 7 days of delivery to initiate a return or replacement request.

2. Non-Returnable Items

The following items cannot be returned or exchanged, unless they are received in a defective or damaged condition:

• Personalised jewellery, including engraved or custom name pieces
• Gift-wrapped or customised orders, including those with personal notes or photos
• E-Gift Cards and digital products

Since these items are made or packaged specifically for you, they are not eligible for return once processed.

3. Return Conditions

To qualify for a return or exchange, the following conditions must be met:

• The product must be unused, unworn, and in its original packaging
• All tags, certificates, pouches, and invoices must be returned intact
• Products showing signs of wear, damage, or alteration (such as resizing or polishing) will not be accepted

4. How to Initiate a Return or Exchange

To begin the process:

1. Email us at support@lustra.in within 7 days of delivery
2. Share your Order ID, reason for return/exchange, and clear photos of the product (mandatory for damaged or defective items)
3. Our team will review your request within 24–48 hours and guide you through the next steps

Once approved, we’ll arrange a reverse pickup or share instructions for securely sending the product back.

5. Refunds

• Once the returned item is received and inspected, refunds are processed within 7–10 working days
• Prepaid orders are refunded to the original payment method
• Cash on Delivery (COD) orders are refunded via bank transfer or Lustra store credit after verification
• Shipping charges and COD fees, if applicable, are non-refundable

6. Exchanges

• Exchange requests (such as for a different size or design) are processed after the original product is received and verified
• If the requested item is out of stock, you may choose an alternative design or opt for store credit

7. Damaged or Incorrect Products

In the rare event that your order arrives damaged or incorrect:

• Please take clear unboxing photos or videos before opening the package
• Contact us at support@lustra.in within 48 hours of delivery
• After verification, we’ll arrange a replacement or refund at no additional cost

8. Cancellations

• Orders can be cancelled within 12 hours of purchase, provided they haven’t been shipped
• Once dispatched, orders 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 bears the return shipping cost for approved cases of damaged or incorrect items
• For other eligible returns (such as a change of mind), a return handling fee may apply
• Returns must be shipped using our approved courier partner to ensure safe handling and verification

10. Our Quality Promise

Every Lustra piece is crafted from certified 92.5 sterling silver and undergoes strict quality checks before dispatch.

We stand firmly by our quality and craftsmanship—if your jewellery ever arrives imperfect, we’ll make sure it’s made right.