Refund policy

Return Policy

At Carat Goods, we want you to feel complete confidence in the gold weight, link articulation, and diamond brilliance of our fine jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because solid 14K and 18K gold links and box clasps are soft precious metals susceptible to hairline surface scuffs, kinked links, and lotion/perfume accumulation during wear, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Fine Jewelry Condition

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following condition criteria:

  • The gold chain, diamond tennis bracelet, ring, or pendant must be completely unworn for daily use, unaltered, unresized, and in its original, brand-new condition.
  • Clean Indoor Inspection & Tamper Tag Notice: Jewelry may be inspected indoors in clean dry hands to examine drape and proportion. We strictly cannot accept pieces where attached security hangtags have been cut or removed, nor jewelry worn during daily activities, sleep, or exercise (solid 14K/18K gold develops micro-abrasions against desks and clothing, while skin oils, sunscreens, and perfumes dull diamond pavilion facets).
  • Chain links, box clasps, and prongs must show zero kinks, bending stress, resizing solder marks, or surface scratches.
  • EAR-PIERCING HYGIENE RESTRICTION: In compliance with Australian public health standards, pierced earrings cannot be returned for change of mind due to hygiene and health regulations once packaging seals have been broken.
  • All original packaging—including suede presentation boxes, outer gift sleeves, polishing cloths, security tags (attached), and original IGI/GIA diamond grading certificates—must remain 100% complete and undamaged inside the return parcel. (Missing grading certificates incur a laboratory replacement fee).
  • Custom-engraved jewelry, bespoke chain lengths, or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because fine solid gold and diamond jewelry is high-value merchandise, we require customers to return parcels via a trackable, signature-on-delivery courier service with full transit insurance, as Carat Goods cannot guarantee receipt or refund uninsured parcels lost in return transit.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@caratgoods.shop within 30 days of delivery. Please include your order number, jewelry SKU, and reason for return.
  2. Our support team will review your request and provide you with an authorized return vault warehouse address, an RMA number, and discreet repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a chain length, gold color, or delivery address), contact us immediately at support@caratgoods.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated vault facility, our gemological and goldsmith inspectors will examine the piece under 10x magnification (verifying hallmark stamps, diamond fluorescence/laser inscriptions matching certificates, unscratched gold links, intact security tags, and complete presentation boxes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@caratgoods.shop for further assistance.