Terms and Conditions

 

These Terms & Conditions (“Terms”) apply to all purchases made via the Carat House Dubai Australian website, including the .com.au domain.

Carat House Dubai is a design-led fine jewellery brand conceptualised in Dubai. For Australian customers, all sales are conducted by Stansfield Entertainment Pty Ltd (ABN 71 641 780 985), an Australian company registered in New South Wales, Australia.

By accessing our website or placing an order, you agree to be bound by these Terms.

1. About Carat House Dubai

Carat House Dubai is a fine jewellery brand specialising in made-to-order diamond jewellery, bespoke engagement rings, custom pieces, and loose diamonds.

The brand was conceptualised in Dubai and operates internationally. For customers purchasing via the Australian website (including the .com.au domain), Carat House Dubai operates in Australia through Stansfield Entertainment Pty Ltd (ABN 71 641 780 985).

References to “Carat House”, “Carat House Dubai”, “we”, “us”, or “our” in these Terms refer to Stansfield Entertainment Pty Ltd trading under the Carat House Dubai brand in Australia, unless stated otherwise.

All purchases made through the Australian website are governed by Australian Consumer Law and the laws of New South Wales, Australia.

2. Eligibility and Australian Orders Only

We accept orders for delivery within Australia only. You are responsible for ensuring your delivery address is located in Australia.

3. Products, Made-to-Order Nature, and Variations

3.1 Made-to-order

All products are made to order. 

3.2 Acceptable minor variations

Because each piece is made to order and may involve supplier-driven components, minor variations may occur without affecting the overall look, quality, or wearability of the piece. This may include (without limitation):

  1. Dimensions: slight measurement tolerances (e.g. an 18cm bracelet may measure approximately 17.8cm–18.2cm).
  2. Melee/Accent stones: where listings show carat weights for small stones (melee), these are approximate. The same stone dimensions can vary slightly in carat weight depending on the supplier. (This does not apply to individually certified stones (GIA/ IGI), where carat weight is fixed as stated on the certificate)
  3. Clasps and findings: minor variations in clasp style, clasp dimensions, or internal components may occur based on availability at the time of manufacture, while maintaining comparable function and quality

3.3 Product images and descriptions

We aim to display product images and descriptions as accurately as possible. However, screens/devices may display colours and metal tones differently. If you have questions before purchasing, please contact us.

3.4 Render Images and Metal Colour Representation

Some product images displayed on our website are digital renders created to illustrate design, proportions, and overall aesthetic. In certain renders, prongs or small setting components may appear lighter or “white” in colour due to lighting, rendering limitations, or contrast used to highlight the design.

Where a customer selects a single metal colour (for example, yellow gold or rose gold), the final manufactured piece will be produced entirely in the selected metal, including prongs and settings.

Render images are intended as a visual guide only and do not indicate mixed-metal construction unless clearly specified.

4. Diamond Information and Certification

4.1 Loose diamonds

We sell loose diamonds (lab-grown and natural) through checkout. Loose diamond purchases are subject to Section 10 (Returns & Refunds) and Section 11 (Australian Consumer Law).

4.2 Certification

Where a diamond is described as certified, certification (e.g., IGI or GIA) will be supplied as specified on the product listing.
 Melee/accents are not individually certified unless stated otherwise..

4.3 Requests prior to purchase

You may request additional media (e.g., videos) where available prior to purchasing a loose diamond to support your selection.

5. Pricing, Currency, and GST

5.1 Currency

All prices on the Australian site are shown in AUD.

5.2 GST

GST will be added at checkout where applicable.

5.3 Pricing errors

We take care to ensure pricing is correct. If a pricing, description, or availability error occurs, we may cancel the order and provide a full refund (or, where possible, offer you the option to proceed at the corrected price) in accordance with Section 6 (Order Process and Acceptance).

6. Order Process, Payment, and Acceptance

6.1 Orders are offers until accepted

Placing an order (including completing checkout or making payment) constitutes an offer to purchase. We do not accept your order until we have completed our checks and issued an Order Acceptance/Confirmation email.

All orders remain subject to review and acceptance prior to commencement of manufacturing.

6.2 Our right to decline or cancel before acceptance

Before we accept your order, we may decline or cancel it for any reason including (without limitation):

  1. product or diamond availability constraints
  2. pricing or listing errors
  3. suspected fraud
  4. compliance or legal concerns
  5. inability to fulfil within reasonable timeframes

If an order is cancelled before manufacturing begins, any amounts paid to us will be refunded in full to the original payment method.

6.3 Payment methods

We accept:

Card payments & Bank transfer (where offered at checkout or for bespoke pieces)

For bank transfer orders, we may cancel the order if funds are not received within the timeframe stated at checkout or in your invoice.

6.4 Cancelling after acceptance

After an order has been accepted, we may still cancel and refund where reasonably necessary, including (without limitation):

  1. supplier failure or discontinuation of required components/diamonds
  2. compliance/legal concerns (including identity verification issues or suspected fraud)
  3. pricing errors discovered post-acceptance that are genuine and material
  4. events outside our reasonable control (see Section 14)

Where we cancel after acceptance, we will refund amounts paid in full (unless otherwise required or permitted by law).

7. Production Timeframes and Lead Times

All lead times and delivery estimates are estimates only and are not guaranteed. We will provide updates where appropriate, and we may contact you if additional time is required.

8. Shipping, Delivery, Insurance, and Risk

8.1 Delivery Destination and Shipping

At launch, we deliver orders to Australian addresses only.

Products may be manufactured in Australia or overseas depending on the design, materials, and sourcing requirements. Manufacturing location does not affect delivery arrangements, insurance coverage, or your rights under these Terms or under Australian Consumer Law.

All orders are shipped using insured delivery methods appropriate to the value of the item.

8.2 Signature on Delivery

For security reasons, signature on delivery is required for all orders. We are not responsible for delays or failed delivery attempts where a signature cannot be obtained at the nominated delivery address.

8.3 Transfer of Risk

Risk in the goods passes to you once the item has been delivered and signed for at the delivery address provided in your order.

8.4 Delivery Timeframes

Any delivery timeframes provided are estimates only and are not guaranteed. Delays may occur due to manufacturing timelines, supplier availability, customs processes (where applicable), courier delays, or other factors outside our reasonable control.

9. Resizing, Modifications, and After-Sales

If resizing is available for your product, pricing and timeframes will be provided on request. Some designs (and some rings with specific settings) may have resizing limits.

Any work performed by third-party jewellers may void warranty coverage (see Section 12).

10. Bespoke Orders, Custom-Made Products, and Payment Terms

10.1 Bespoke and Custom-Made Orders

Bespoke and custom-made orders include, without limitation:

  1. pieces created or modified through CAD or design changes
  2. engraved items
  3. engagement rings or custom jewellery created to a client’s specifications

All bespoke and custom-made pieces are produced on a made-to-order basis.

10.2 Consultations and Design Process

Initial consultations, design discussions, and reasonable CAD design variations are provided free of charge prior to manufacturing, unless otherwise agreed in writing.

10.3 Deposits and Payment Terms

For bespoke and custom-made orders, the following payment terms apply:

  1. A minimum 50% deposit is required before manufacturing or stone sourcing commences.
  2. The remaining balance must be paid in full prior to shipment of the completed piece.

For bespoke orders involving natural diamonds, we may require a higher deposit amount prior to sourcing or securing the selected diamond. The required deposit will be communicated to you and confirmed before manufacturing begins.

Once manufacturing or stone sourcing has commenced, deposits are non-refundable, except where required under Australian Consumer Law.

10.4 No Change-of-Mind Returns

Because all bespoke and custom-made items are made specifically to your requirements, change-of-mind returns are not accepted, subject to your rights under Australian Consumer Law.

11. Returns, Refunds, and Cancellations (Change-of-Mind)

11.1 No change-of-mind returns

Because all items are made to order, we do not offer change-of-mind returns or refunds.

11.2 Custom-made items

Custom-made items include (without limitation):

  1. items with CAD/design changes
  2. engraved items

These items cannot be returned for change-of-mind.

11.3 Loose diamonds

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

11.4 Discretionary exceptions

We may, at our discretion, offer a remedy outside these Terms as a gesture of goodwill. Any such remedy is not an admission of liability and does not create an ongoing entitlement. Where a refund is provided, it will be returned to the original payment method.

12. Australian Consumer Law (ACL)

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy available to you under the Australian Consumer Law.

Where your product has a failure that constitutes a major failure under ACL, you may be entitled to a replacement or refund, and compensation for any other reasonably foreseeable loss or damage. Where the failure is minor, we may choose to repair or replace the product within a reasonable time.

13. Lifetime Manufacturing Warranty (Workmanship)

13.1 Coverage

We provide a lifetime warranty for manufacturing defects/workmanship, including (where attributable to manufacturing) matters such as:

  1. structural defects
  2. setting/prong integrity issues
  3. manufacturing faults impacting normal wear

13.2 Exclusions

This warranty does not cover:

  1. normal wear and tear
  2. accidental damage, impact, misuse, or neglect
  3. damage caused by third-party repairs, resizing, or alterations
  4. loss of stones due to external impact or wear not attributable to manufacturing
  5. damage arising from failure to follow care instructions

13.3 Inspection requirement

We may require the item to be inspected by a party of our choice to determine whether an issue is a manufacturing defect or is due to an excluded cause. If inspection determines the issue is excluded, you may be responsible for inspection/shipping costs and any repair costs.

14. Intellectual Property

All website content, designs, CADs, imagery, and branding are owned by or licensed to us and are protected by intellectual property laws. You must not copy, reproduce, or use our materials without written permission.

Where a customer provides content or design direction, the customer warrants they have the right to provide it. Unless otherwise agreed in writing, we retain ownership of the resulting designs/CADs and related materials.

15. Events Outside Our Control

We are not liable for delays or failures caused by events beyond our reasonable control, including supplier disruptions, transport delays, customs delays (where relevant), labour shortages, system outages, and force majeure events.

16. Right to Refuse Service

We may refuse service, decline an order, cancel an order, or restrict access to our services where reasonably necessary, including for compliance, fraud prevention, legal obligations, or safety/security concerns.

17. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect or consequential loss. This clause does not limit liability that cannot be excluded under ACL.

18. Privacy

Your use of our website and any personal information we collect is governed by our Privacy Policy.

19. Changes to These Terms

We may update these Terms from time to time. The Terms that apply to your purchase are the Terms in effect at the time you place your order (unless required by law otherwise).

20. Governing Law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

21. Contact

For questions or support, contact:
Service@carathousedubai.com

Last updated: 13/01/2026