Return policy

Last updated: October 7, 2026

lustreplates, operated by Xi'an Shenwei Hengchuang Technology Co., Ltd., wants you to be completely satisfied with your tableware purchases. We take pride in the quality and craftsmanship of our plates and dining essentials, but if you are not entirely happy with your order, we are here to help.

1. Return Window (180 Days) We proudly offer a comprehensive 180-day return policy. You have 180 days from the date of delivery to request a return for your items.

2. Eligibility for Returns To be eligible for a return, your tableware must be in the same condition that you received it: unused, unwashed, and in its original packaging to ensure it is protected during transit. You will also need the receipt, order confirmation email, or proof of purchase.

3. How to Start a Return (Important Return Address Notice) To start a return, you must contact us first at service@lustreplates.com.

Please note: DO NOT send your returned items back to the corporate registered address listed on our website or the address on your original package. Our corporate office in China does not process returned parcels. Once your return request is accepted, we will provide you with the correct designated return warehouse address and step-by-step instructions on how and where to send your package safely. Items sent back to us without first requesting a return will not be accepted.

4. Damages and Issues (Fragile Items) Tableware is inherently fragile. We package our items with the utmost care, but occasionally, breakage can happen during transit. Please inspect your order upon reception and contact us immediately if the item is defective, broken, damaged, or if you receive the wrong item. We will evaluate the issue and make it right by sending a replacement or issuing a refund promptly.

5. Exceptions / Non-Returnable Items Certain types of items cannot be returned, including:

  • Custom products (such as special orders or personalized engraved tableware).

  • Gift cards. If you have questions or concerns about your specific item, please get in touch with us.

6. Exchanges The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can make a separate purchase for the new item.

7. Refunds Process We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

8. Contact Us For any return-related questions, please contact us at:

  • Operating Entity: Xi'an Shenwei Hengchuang Technology Co., Ltd.

  • Email: service@lustreplates.com

  • Customer Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (PDT)