Refund policy

Return Policy

At Carat Link, we want you to feel complete confidence in the brilliant fire, setting alignment, and clasp security of our fine jewelry. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high intrinsic value of fine jewelry, delicate prong settings, and strict personal hygiene regulations, 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 & Conditions

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

  • The tennis bracelet, necklace, chain, or clasp connector must be completely unworn, unaltered, unsized by any jeweler, and in its original, brand-new condition.
  • Tamper-Evident Security Ribbon & Tag Notice: All fine jewelry pieces are shipped with an attached, serialized security ribbon tag. If this security ribbon has been cut, untied, removed, or reattached, the item is strictly ineligible for a change-of-mind return or refund.
  • Prongs, stones, and link hinges must remain 100% intact, showing zero snag marks, stone loosening, metal scratches, or bent safety wings.
  • Metals (solid 925 sterling silver, 18K vermeil, or gold) must show zero micro-abrasions, perfume or chemical residue, lotion buildup, or jeweler alteration marks.
  • Earrings and pierced items (if applicable) are non-returnable under Australian sanitary regulations if hygiene packaging has been unsealed.
  • All original packaging, luxury velvet presentation boxes, GRA gemstone certificates, warranty cards, and microfiber cleaning cloths must remain complete and undamaged inside the return parcel.
  • Custom engraved jewelry, bespoke shortened links, or customized lengths are strictly non-returnable for change of mind.

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 jewelry requires secure handling and transit protection, you must use a trackable shipping service requiring a signature upon delivery and purchase adequate transit insurance, as Carat Link cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@caratlink.shop within 30 days of delivery. Please include your order number, jewelry reference, and reason for return.
  2. Our support team will review your request and provide you with an authorized return vault address, an RMA number, and specialized high-value padded repackaging 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, stone size, or delivery address), contact us immediately at support@caratlink.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 vault preparation team 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 secure facility, our jewelry inspection specialists will examine each piece under gemological magnification to verify compliance with our return conditions (uncut serialized security ribbons, pristine prongs, secure stones, scratch-free precious metals, and complete certification). 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@caratlink.shop for further assistance.