Refund Return Exchange Policy

For eligible products, you may request a return within 30 days from the date your order is delivered.

To begin a return, please contact us within this period. Returns are not automatically accepted simply by sending an item back—we will first review your request and provide return instructions.

As each piece is valuable, we ask that you do not send anything back without receiving approval from our team first.

Please note that only one return is permitted per order.

For a standard, eligible item to be considered for return, it should:

• Be unused and unworn
• Be in its original condition
• Be returned with its original packaging
• Include any diamond or gemstone certificates supplied with the order
• Not have been altered, resized, engraved, damaged, or modified after delivery

The jewelry will be carefully inspected once it reaches us.

If the item has been worn, damaged, altered, or returned without the required components or packaging, we may be unable to accept the return or may make an appropriate deduction from any approved refund.

Because some jewelry is created specifically for you, the following items are generally final sale and not eligible for a change-of-mind return:

• Custom-designed jewelry
• Personalised jewelry
• Engraved jewelry
• Bespoke or one-of-a-kind pieces
• Made-to-Order pieces created to your specifications
• Jewelry resized or modified specifically at your request
• Items incorporating customer-selected specifications, measurements, or personalised details
• Promotional or heavily discounted items where the product terms state that the sale is final

This does not affect any rights you may have under applicable consumer protection laws where an item is faulty, defective, damaged, or not as described.

We love creating jewelry that is uniquely yours. However, once production begins, a custom piece may no longer be suitable for resale to another customer.

Before we begin making a custom or personalised item, we may ask you to confirm important details such as:

• Ring size
• Design
• Engraving
• Names, initials, or dates
• Diamond or gemstone selection
• Measurements
• Other requested modifications

Please take a little extra care when reviewing these details before approving your order.

Once you have approved the specifications and production has commenced, change-of-mind returns may not be available for that piece.

If you need to cancel a custom, personalised, or modified order, please contact us as soon as possible and ideally within 48 hours of placing your order.

We will always try to help where we can.

However, if production or material preparation has already started, cancellation may result in a charge of up to 15% of the order value, depending on the stage of production and costs already incurred.

If your order has already been completed or dispatched, our standard return terms for that product will apply.

We want every Karat & Facet order to arrive exactly as it should.

If your jewelry arrives:

• Damaged
• Faulty
• Incorrect
• Missing an item
• Significantly different from the approved specifications

please contact us as soon as possible.

Send us your order number, a description of the issue, and clear photographs or video showing the jewelry and packaging.

Our team will review the situation and work with you on the appropriate solution, which may include a repair, replacement, or refund depending on the circumstances.

Your rights under applicable consumer law are not affected by this policy.

Because jewelry is valuable, we strongly recommend recording a continuous video while opening your parcel.

Start recording before opening the package and continue until you have checked the jewelry and everything included with your order.

Hopefully, you will never need the recording. However, if something is missing, damaged, or incorrect, it can make it much easier for us to investigate the issue and assist you quickly.

Please keep your original packaging until you are completely satisfied with your order.

Before sending anything back, please contact Karat & Facet with:

• Your name
• Order number
• Product details
• Reason for the return
• Photos or other information requested by our team

If your return is approved, we will provide you with the return instructions and the appropriate return address.

Please do not send a return to an address found elsewhere on the internet or on your shipping label unless our team has specifically instructed you to do so.

Unless the return is being made because the item is faulty, damaged, incorrect, or otherwise covered by applicable consumer rights, return shipping costs are generally the customer's responsibility.

We recommend using a tracked and insured shipping service, particularly for higher-value jewelry.

Karat & Facet cannot be responsible for a return that is lost or damaged while being sent back by the customer where the customer arranged the return shipment.

Where a return is required because of an issue caused by us, we will work with you to determine the appropriate shipping arrangement.

Once your returned jewelry reaches us, it will be inspected by our team.

If the return meets the applicable requirements and is approved, we will process the refund to the original payment method used for the purchase.

We do not normally send refunds to a different account, card, or third party.

Please allow approximately 2–10 business days for the refund to appear in your account after we process it. The exact timing can depend on your bank, card provider, or payment service.

Where permitted by applicable law and relevant to your order, the final refund amount may be affected by reasonable costs associated with the return or cancellation.

This may include costs already incurred for:

• Custom production
• Materials specifically purchased for your order
• Personalisation or engraving
• Restocking
• Approved rush production
• Other work already completed specifically for your order

We will explain any applicable deduction to you before processing the refund wherever reasonably possible.

If you have paid an additional rush production fee, that fee may become non-refundable once work on your order has commenced.

Similarly, an express shipping fee may not be refundable once your order has been dispatched.

If you need to cancel or change an order, please contact us as early as possible so we can check what stage your order has reached.

From time to time, Karat & Facet may offer complimentary gifts as part of a promotion.

If your order qualifies for a promotional gift and you later return part or all of your order, the revised order value may no longer meet the promotion's eligibility requirements.

In that situation, we may require the complimentary gift to be returned in its original, unused condition or deduct the applicable value of the gift from your refund, where permitted.

Any promotional gift subject to hygiene restrictions, such as earrings intended for pierced ears, may be final sale and non-returnable, except where required by applicable law or where the item is faulty.

The specific terms of the promotion will apply at the time of purchase.

We understand that choosing jewelry online can sometimes be difficult.

However, purchasing several pieces with the intention of keeping one and returning the others can create significant additional handling and production costs for a small jewelry business.

If we identify repeated or unusual return activity that appears to involve comparative purchasing, we may contact you before processing future orders or returns.

This does not limit any rights you have under applicable consumer law.

Once the standard 30-day return period has passed, change-of-mind returns will generally no longer be available.

However, if you experience a genuine issue with your jewelry after this period, please still contact us.

Depending on the circumstances, we may be able to offer repair, maintenance, or another suitable service, subject to assessment, availability, and any applicable charges.

Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.

If you are purchasing from outside our shipping country, please be aware that returning jewelry internationally may involve customs requirements, taxes, duties, or additional shipping costs.

You are responsible for following the return instructions we provide and ensuring that the parcel is correctly declared and packaged for return.

We created this policy to make the return process as straightforward as possible—not to make things difficult for you.

If something isn't right with your order, please reach out to us. We will review your situation carefully and do our best to find a fair solution.

Karat & Facet

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This policy may be updated from time to time as our business and services evolve. The latest version published on our website will apply to orders placed after the updated policy takes effect.

Important: This policy is intended as general business information and should be reviewed against the consumer protection laws applicable to the countries in which Karat & Facet sells. Nothing in this policy is intended to remove or reduce a customer's mandatory legal rights.