Refund policy

At Lustr, each piece is carefully inspected before it reaches you. We stand behind the quality of our jewellery and aim to make your experience as seamless as possible.

Sale, Promotional & Personalised Items

All items purchased on sale or as part of a promotion are considered final sale and are not eligible for returns, exchanges, or refunds.

Personalised pieces are made uniquely for you and therefore cannot be returned, exchanged, or refunded unless deemed defective.

Faulty or Incorrect Items

In the unlikely event that you receive a defective or incorrect item, please notify us within 3 days of delivery.

Once confirmed, we will arrange collection and ensure the correct or replacement item is sent to you.

To be eligible, items must be:

• Unworn
  
• In their original condition
  
• Returned in original packaging
  

We are unable to accept any items that show signs of wear or have been removed from their original packaging.

Earrings

For hygiene reasons, earrings cannot be returned or exchanged unless they are faulty or an incorrect item was sent.

Necklaces & Bracelets

We hope you love your Lustr jewellery. If for any reason you are not completely satisfied, necklaces and bracelets may be returned within 14 days of delivery, provided the item is unworn, in its original packaging, and in perfect condition.

Please note that personalised or engraved pieces are custom-made and therefore cannot be returned or refunded unless faulty. Earrings, sale and promotional items are also non-returnable.

For any faulty or incorrect items received, please contact us within 3 days of delivery so we can assist you promptly.

Items must be returned in original condition and packaging.

Return and exchange courier costs are the responsibility of the customer, unless the item received was damaged, faulty, or incorrect.

Order Cancellations

A 10% administration fee will apply to any cancelled orders. This covers non-refundable transaction costs charged by our payment providers.

Product Care & Wear

Our stainless steel pieces are designed to be tarnish-resistant and long-lasting. To maintain their finish, we recommend avoiding prolonged exposure to:

• Perfume, lotions, and hair products
  
• Cleaning agents and harsh chemicals
  
• Jewellery cleaning solutions
  

While our pieces are made for everyday wear, individual skin chemistry may vary. Natural oils and environmental factors can affect the appearance of plated jewellery over time, and this is not considered a manufacturing fault.

What We Consider a Defect

A defective product is one with a clear manufacturing or material fault that impacts its intended use or appearance under normal wear conditions.

We truly hope you love your Lustr pieces as much as we loved creating them, designed to be worn, lived in, and enjoyed every day.

Returns Process

To initiate a return or exchange, please email us at hello@lustrjewellery.co.za and include the reason for your request. Once your request has been reviewed, we will provide you with the relevant return address and further instructions.