Refund policy
Thank you for shopping at Luster Gaze.
We want you to be satisfied with your purchase. If you are not completely satisfied, you may request a return within 30 days after receiving your order.
The 30-day return period begins on the delivery date shown by the carrier’s tracking information. Return requests submitted after this period will not be accepted.
Return Eligibility
To qualify for a return, the item must:
Be in the same condition as received.
Be unused, uninstalled, and undamaged.
Include all original packaging, accessories, and documentation.
Be accompanied by proof of purchase or order confirmation.
If an order has already been shipped, it cannot be canceled. However, you may request a return after receiving the product in accordance with this policy.
To initiate a return, please contact us at:
Email: support@lustergaze.com
Returns sent without prior authorization will not be accepted.
Replacement for Damaged or Defective Parts
If any component is damaged during shipping or a manufacturing defect is discovered during installation, we will provide replacement parts free of charge.
To request replacement parts, please email:
support@lustergaze.com
Please include:
Your order number
Photos of the damaged or defective part
Videos if applicable
Can I Return a Product if I Simply Don’t Like It?
Yes. Non-customized products may be returned if all of the following conditions are met:
The product is not custom-made or specially manufactured according to customer requirements.
The return request is submitted within 30 days of delivery.
The item remains unused and uninstalled.
The product is returned in its original packaging.
Any crystals, glass components, or fragile accessories are properly wrapped and protected.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive a damaged, defective, or incorrect item, contact us as soon as possible so that we can evaluate the issue and provide an appropriate solution.
Non-Returnable Items
Returns will not be accepted for:
Custom-made or personalized products.
Products that have been installed, used, altered, or modified.
Products damaged due to improper handling by the customer.
Products returned without prior authorization.
Exchanges
If you wish to exchange an item, the quickest option is to return the original item and place a new order after the return has been approved.
General Return Process
Step 1 – Submit a Return Request
Email support@lustergaze.com with:
Order number
Description of the issue
Photos and/or videos of the product
Step 2 – Return Authorization
Our customer service team will review your request within 3 business days and provide return instructions if the request is approved.
Step 3 – Return Shipment
Once approved, you will receive the return address and shipping instructions.
Please do not send products back without authorization.
We recommend using a shipping service that provides tracking information and delivery confirmation.
Step 4 – Inspection and Refund
After receiving the returned item, we will inspect it within 3 business days.
If approved, a refund will be issued to the original payment method or an exchange will be arranged, depending on your request.
Return Shipping Costs
A. Returns Due to Our Error
If the return is caused by:
Incorrect item shipped
Product quality issue
Shipping damage
Seller error
We will cover the return shipping costs and provide a full refund or replacement.
B. Returns Due to Customer Preference
If the return is due to:
No longer wanting the product
Ordering the wrong item
Ordering the wrong size
Providing an incorrect shipping address
The customer is responsible for:
Return shipping costs
Original outbound shipping costs incurred by the seller, if applicable
✔ Customers are responsible for return shipping costs unless the return is caused by our error, product defects, or shipping damage.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.
Approved refunds will be issued to the original payment method within 5–7 business days.
Please note that banks and credit card providers may require additional processing time before the refund appears in your account.
If you have not received your refund after this period, please contact your financial institution first. If further assistance is required, contact us at: support@lustergaze.com
Order Cancellation Policy
A. Within 24 Hours
Orders may be canceled within 24 hours of purchase for a full refund.
B. After Production Begins
If the order has already entered production, processing, or packaging, cancellation may be subject to costs already incurred.
C. After Shipment
Once an order has been shipped, cancellation is no longer available. Customers may request a return after delivery according to this Return & Refund Policy.
Return Address
Please contact customer service before returning any product. Return addresses may vary depending on the item and warehouse location.
Contact Us
Company Name: Luster Gaze Inc
Address: 1240 W BAYAUD AVE, DENVER CO 80223, US
Phone Number: +1(562)526-1084
Email Address: support@lustergaze.com