Refund policy
We want you to feel confident when shopping with Lustre Ceylon. If your purchase isn’t quite right, we’re here to help. Please read the information below before requesting a return.
Return Eligibility
We accept returns within 14 days of your order being delivered (including weekends and public holidays).
To be eligible for a return, your item must:
- Be in its original, unused condition
- Include all original packaging and accompanying documentation
- Be returned with any original gemstone certificates (where applicable)
- Be accompanied by proof of purchase
As every gemstone is a unique creation of nature, slight variations in colour, tone, inclusions and optical characteristics are to be expected. These natural characteristics are not considered defects and are not valid grounds for return.
How to Request a Return
To request a return, please email us at lustreceylon@gmail.com within the 15-day return period.
Once your return has been reviewed and approved, we’ll provide detailed return instructions, including the appropriate return address and any packaging requirements.
Please do not return any item without prior authorisation, as unauthorised returns may not be accepted.
Return Shipping
Unless your item arrives damaged, defective or incorrect, customers are responsible for the cost of returning their purchase.
For your peace of mind, we strongly recommend using a tracked and insured postal service when returning valuable items. Lustre Ceylon cannot accept responsibility for returns lost or damaged during transit.
Damaged or Incorrect Item
Please inspect your order as soon as it arrives.
If your item has been damaged during shipping, is defective, or you have received the wrong item, contact us as soon as possible so we can assess the situation and arrange an appropriate solution.
Non-returnable Items
The following items cannot be returned unless they arrive damaged or incorrect:
- Custom-cut gemstones
- Bespoke or personalised jewellery
- Special-order items sourced specifically upon request
- Sale or clearance items
- Gift cards
If you’re unsure whether your purchase qualifies for a return, please feel free to contact us before placing your order.
Refunds
Once we receive and inspect your returned item, we’ll notify you of the outcome.
If your return is approved, your refund will be processed to your original payment method within 10 business days
Please note that your bank or payment provider may require additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at lustreceylon@gmail.com
European Union Customers
For orders shipped to countries within the European Union, customers are entitled to a 14-day cooling-off period in accordance with applicable consumer protection laws.
To qualify, items must be returned in their original condition, unused, with all original packaging, accompanying documentation and proof of purchase.
Contact Us
If you have any questions about our return policy, we’d be happy to help.
Email: lustreceylon@gmail.com