Refund, Return & Damage Policy

Every Carat Touch piece is made to order especially for you. For this reason, we do not offer refunds, returns or exchanges for change of mind, personal preference, sizing issues where the ordered size was supplied correctly, or other non-defect-related reasons.

Damaged or Incorrect Orders

A return or replacement request will only be considered if your jewellery is received damaged, defective, or if you receive an incorrect item.

If this happens, please contact us within 48 hours of delivery and provide:

• Your order number
• Clear photographs and/or video showing the issue
• Photographs of the original packaging
• An unedited unboxing video showing the sealed package being opened

The jewellery must remain unused, unworn and in its original packaging.

Once the claim has been reviewed and approved by Carat Touch, we will arrange an appropriate resolution, which may include repair or replacement of the piece, depending on the circumstances.

Where repair or replacement is not reasonably possible, a refund may be offered.

Natural Gemstones

Natural gemstones can contain variations in colour, inclusions, texture, transparency and pattern. These characteristics are part of the natural beauty of the stone and are not considered damage or manufacturing defects.

Handmade Jewellery

As our jewellery is crafted and finished by hand, very slight variations between individual pieces may occur and are not considered defects.

Return Shipping

Products should not be returned without prior confirmation from Carat Touch. Once a damage claim has been approved, return instructions will be shared with you.

Carat Touch reserves the right to decline claims where the product has been worn, altered, damaged after delivery, improperly handled, or returned without the required supporting evidence.