Overview

Carat House Dubai offers a curated collection of fine jewellery, alongside bespoke design services. All pieces are produced on a made-to-order basis, with each item crafted individually upon order rather than held as ready-made stock.

For this reason, our returns and refunds framework is intentionally limited and is governed by:

• These Returns & Refunds Terms
• Our Terms & Conditions
• Australian Consumer Law (ACL)
  

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Change-of-Mind Returns

Made-to-Order Jewellery

We do not offer change-of-mind returns or refunds for made-to-order jewellery.

This includes, without limitation:

• Engagement rings
• Wedding bands
• Gold / diamond jewellery
• Eternity rings
• Bespoke or custom-designed pieces
  

Discretionary Goodwill

In limited circumstances, and entirely at our discretion, we may consider a goodwill remedy outside this policy.

Any such remedy:

• Is not guaranteed
• Does not create an ongoing entitlement
• Is assessed case-by-case
• Is not an admission of liability
  

Bespoke & Custom Jewellery

Bespoke and custom jewellery includes items involving:

• CAD or design modifications
• Client-directed specifications
• Engraving or personalised details

All bespoke and custom pieces are final sale.

No refunds or exchanges are offered for change-of-mind, subject only to your rights under Australian Consumer Law.

Engagement Rings

Engagement rings are made to order and final sale.

• No change-of-mind refunds are offered
• Complimentary resizing may be offered within six (6) months of delivery, where:
  - The design permits resizing, and
  - Resizing parameters are stated as eligible on the product listing

Where resizing is not structurally possible, or exceeds permitted limits, alternative options may be assessed on a case-by-case basis.

Wedding Bands

Wedding bands are made to order and final sale.

• Plain wedding bands may be eligible for resizing within defined parameters at an additional cost
• Diamond or gemstone wedding bands are assessed individually based on design and setting
• No change-of-mind refunds are offered

Eternity Rings

• Full eternity rings are final sale and cannot be resized
• Half or three-quarter eternity rings may be assessed for resizing where structurally possible at an additional cost
• Remakes or remedies are available only where required under Australian Consumer Law

Loose Diamonds

All loose diamond sales are final for change-of-mind purposes.

Once a diamond has been sourced or secured:

• The order cannot be cancelled
• No exchanges are offered
• ACL remedies apply where legally required

Resizing, Repairs & Remakes

Resizing

Complimentary resizing is offered only for eligible engagement rings within six (6) months.

All other resizing services are:

• Subject to individual assessment
• Chargeable where permitted by design
• Governed by product-specific resizing eligibility stated on the listing

When Resizing Is Not Possible

If resizing compromises the integrity of the piece and a remake is required:

• Costs will be assessed and communicated before proceeding
• Charges apply unless the issue constitutes a manufacturing defect under ACL

Manufacturing Defects

Manufacturing defects are covered under our Lifetime Manufacturing Warranty, subject to inspection.

This warranty does not cover:

• Normal wear and tear
• Accidental damage or impact
• Misuse or neglect
• Third-party alterations or repairs

Returns Required Under Australian Consumer Law

Where a return, repair, replacement, or refund is required under Australian Consumer Law:

• We will provide an appropriate remedy in accordance with the law
• Reasonable return shipping and insurance costs will be covered or reimbursed
• We may require secure, insured, trackable delivery methods
  

Return Conditions (Where a Return Is Approved)

Where a return is authorised (ACL or discretionary):

• Items must be returned using a trusted, trackable, and fully insured courier service
• For security reasons, external packaging must not reference jewellery, diamonds, or Carat House Dubai
• All returns must include original packaging, certificates, and documentation
• Items must be unworn, unaltered, and in original condition

We reserve the right to refuse or adjust a remedy if required materials are missing.

Risk remains with the client until the item is received and signed for by us.

Returned items are subject to inspection prior to any refund or remedy being issued.

Refund Processing

• Approved refunds are issued to the original payment method only
• Store credit is not offered unless agreed in writing
• Refunds are processed after inspection and may take several business days to appear, depending on the payment provider

Contact

For returns, repairs, or enquiries, please contact:

Email: Service@carathousedubai.com.au