Refund policy

Return & Refund Policy

We take great care in accurately describing and photographing each gemstone. All gemstones sold on our website are natural, unique, and one-of-a-kind.

❖ Returns & Refunds

Due to the nature of loose gemstones, we do not accept returns or refunds for change of mind. Please choose carefully before completing your purchase.

However, returns will be accepted only in the following circumstances:

  • If the gemstone received is significantly different from the description provided on the product page

  • If the gemstone arrives damaged due to shipping

Any such issues must be reported to us within 72 hours of delivery, along with clear photographs.

❖ Return Conditions

If a return is approved:

  • The gemstone must be returned in its original, unused, and unaltered condition

  • The gemstone must not have been set, modified, or damaged

  • The item must be securely packaged and fully insured during return shipping

  • Return shipping must be completed within 14 days of delivery

  • Return shipping costs are the responsibility of the customer unless the error is ours

Refunds will be processed after the gemstone is received and inspected.

❖ Non-Returnable Items

  • Change of mind purchases

  • Custom or specially requested gemstones

  • Items that have been altered, set, or damaged after delivery

  • On sale items or gift cards.

❖ Colour & Inclusion Disclaimer

Natural gemstones may display minor inclusions and colour variations, which are inherent characteristics of natural stones. Slight colour differences may occur due to lighting conditions and screen settings and do not constitute grounds for return.

❖ Contact

For any return-related enquiries, you can contact us at lustrousstones@lustrousstones.com. Please note that returns will need to be sent to the following address: U2, 628 Toohey Road, Salisbury QLD 4107, Australia  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lustrousstones@lustrousstones.com.

 

❖ Refunds


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lustrousstones@lustrousstones.com.