1. Overview
At Lustrasgems, we are committed to your complete satisfaction. All purchases made through LUSTER GEMS are subject to this Refund & Cancellation Policy. Please read it carefully before placing an order.
2. Cancellation Policy
Standard Orders (Ready-made Jewelry & Loose Gemstones):
- Orders may be cancelled within 24 hours of payment confirmation without any charges.
- Cancellations requested after 24 hours but before dispatch may be subject to a 5% cancellation fee to cover payment processing costs.
- Orders that have already been dispatched cannot be cancelled and must follow the return process.
Custom / Bespoke Orders:
- Custom orders are non-cancellable once production has commenced.
- The 50% advance deposit paid at order placement is non-refundable for custom work.
3. Return Policy
We accept returns under the following conditions:
- Return requests must be raised within 30 days of the delivery date.
- Items must be returned in their original condition â unworn, unaltered, and with all accompanying certification documents (GIA/IGI certificates, original packaging).
- Items showing signs of wear, damage, alteration, or missing certification will not be accepted for return.
- Loose gemstones must be returned in the original sealed certification pouches.
4. Non-Returnable Items
The following items are strictly non-returnable:
- Custom-designed or bespoke jewelry pieces.
- Engraved jewelry or personalised items.
- Items purchased on promotional sale (marked as "Final Sale").
- Items damaged due to customer misuse, accidents, or improper storage.
- Earrings and intimate jewelry items for hygiene reasons.
5. Refund Process
Once a return is approved and the item is received and inspected by our team:
- Refunds are processed to the original payment method within 7â10 business days.
- Bank processing times may vary. Please allow up to 15 business days for the amount to reflect in your account.
- Shipping and insurance costs for the return are the responsibility of the customer unless the return is due to a defect or incorrect item received.
6. Exchanges
We offer exchanges on eligible items within 30 days of delivery. If the replacement item is of higher value, the difference must be paid. If of lower value, store credit will be issued.
7. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item:
- Notify us at contact@lustrasgems.shop within 48 hours of delivery with photographic evidence.
- We will arrange for collection, replacement, or a full refund at no additional cost to you.
- Damage claims submitted after 48 hours may not be eligible for a full refund.
8. How to Initiate a Return or Cancellation
To initiate a return, exchange, or cancellation:
- Email us at contact@lustrasgems.shop with your order reference number and reason for the return.
- Our team will respond within 2 business hours with instructions.
- All returns must be shipped using an insured, trackable courier. We are not responsible for items lost in transit.
9. LUSTER GEMS Platform
All refund transactions are processed through the LUSTER GEMS payment infrastructure. In case of any disputes with the refund amount or timeline, please contact us directly and we will liaise with the platform on your behalf.
10. Contact Us
For refund or cancellation queries, reach us at:
đ§ contact@lustrasgems.shop
â° Monday â Saturday, 10 AM â 7 PM IST