Returns

Returns and Exchanges Policy

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We want you to love your piece. If it is not right, you may exchange it within 15 days of delivery under the conditions below. This policy sits alongside, and does not limit, your statutory rights.

1. Our 15-Day Exchange Promise

You may exchange an item for any piece of equal or greater value within 15 days from the date of delivery, provided it meets the conditions in section 2. Where you choose a piece of greater value, you pay the difference. Where you choose a piece of lesser value, the difference is issued as store credit.

To start an exchange, email info@lusterandcompany.com or call +1 (778) 444-8609 before sending anything back. We will confirm the process and provide a return authorisation. Items sent back without prior authorisation cannot be accepted.

2. Condition Requirements

To qualify for an exchange, the item must be returned:

  • in original condition, with no signs of wear, alteration, or damage;
  • in its original packaging, with security tags still attached and intact;
  • with all original instructions and paperwork, including the original GIA or IGI certificate; and
  • with proof of purchase.

Items that arrive worn, altered, resized by another jeweller, damaged, or missing their certificate or security tag will be returned to you and the exchange declined. A missing diamond grading certificate can be costly to replace, so please keep it safe.

3. Items That Cannot Be Exchanged

  • Custom designs and bespoke commissions made to your specification, including bespoke engagement rings designed around your chosen stone.
  • Engraved items, and jewellery that has been altered or modified beyond sizing.
  • Earrings and other pierced jewellery, for hygiene reasons, unless faulty.
  • Items altered or serviced by a third-party jeweller.
  • Final-sale and clearance items, where identified as such at the time of purchase.

These exclusions do not apply where an item is faulty, not as described, or otherwise fails to meet the standard required by law.

4. Refunds

Our standard remedy is exchange or store credit rather than a cash refund. However, we will provide a full refund where:

  • an item is faulty, damaged on arrival, or materially not as described;
  • we cannot supply or replace what you ordered;
  • a shipment is lost in transit and cannot be replaced; or
  • a refund is required under the Business Practices and Consumer Protection Act (British Columbia) or other applicable consumer protection law.

Approved refunds are issued to the original payment method within 5 to 10 business days of us receiving and inspecting the item. Your bank may take a further few days to post it. Original shipping charges are refunded where the return is due to our error or a fault.

5. Return Shipping

  • Faulty, damaged, or incorrect items: we pay return shipping and arrange an insured, prepaid label.
  • Change-of-mind exchanges: you are responsible for return shipping.

Please return jewellery using a tracked and fully insured service. Until an item reaches us it remains your responsibility, and we cannot process an exchange for a parcel lost on its way back. Do not declare the parcel as jewellery on the outside of the packaging.

6. Complimentary Resizing

Sizing is the most common reason a ring is not quite right, and it is usually fixable without an exchange. We offer one complimentary resize per ring within 30 days of you receiving it. Additional resizes, and resizes requested after 30 days, are charged at our standard workshop rate.

Some designs cannot be safely resized — full eternity bands, tension settings, and certain intricate or channel-set styles among them. We will tell you before you buy where this is the case, and will discuss alternatives if a piece cannot be altered.

7. Faulty Items and Warranty Claims

A manufacturing fault discovered after the 15-day exchange window is handled under our Lifetime Warranty, not this policy. The warranty covers structural and manufacturing defects for the life of the piece.

8. Gifts

If you received an item as a gift, we can arrange an exchange or store credit in the recipient's name, provided the conditions in section 2 are met and the purchase can be verified. Refunds, where due, are issued to the original purchaser.

9. Your Statutory Rights

Nothing in this policy limits the rights you have under Canadian consumer protection law, including the British Columbia Business Practices and Consumer Protection Act and the Sale of Goods Act. Goods must be of merchantable quality, match their description, and be fit for purpose. Those rights apply in addition to the exchange promise above.

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Questions about this policy? We are happy to help.