Refund policy

Returns and refunds

Carat Care offers a 14-day change-of-mind cancellation window for eligible online purchases. This policy does not limit your statutory rights, including rights relating to faulty, damaged, misdescribed or incorrect goods.

Changing your mind

You must notify us that you wish to cancel within 14 days of receiving your goods. If goods from a single order are delivered separately, the cancellation period runs from receipt of the final item. You may also cancel before delivery. After notifying us, you have a further 14 days to send the goods back.

To cancel or request a return, email hello@caratcare.co.uk with your order number and the items concerned, or use any cancellation or return-request facility available through your customer account. No reason is required for a statutory change-of-mind cancellation.

Returning products supplied by our partners

Our products are dispatched by supplier partners through Shopify Collective. Contact Carat Care first so we can provide the correct return address and instructions. Returns may need to be sent directly to the relevant supplier, and products from different suppliers may need to be returned separately. Please do not send products to the original dispatch address without checking the instructions.

Carat Care remains your point of contact and is responsible for handling your cancellation and refund. Your statutory rights are not dependent on a supplier approving your request.

Product condition and return costs

You may inspect goods as you would in a shop. Please return them with their accessories and, where reasonably possible, their original packaging. We may reduce a change-of-mind refund to reflect loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, where legally permitted. Missing original packaging does not automatically remove your statutory cancellation rights.

For change-of-mind returns, you are responsible for the direct cost of return postage unless we confirm a complimentary return label. Any label charge will be explained before you agree to use the label. We do not charge a restocking fee for statutory cancellations. For faulty, damaged, misdescribed or incorrect goods, Carat Care will arrange or cover reasonable return costs.

Exceptions

Statutory change-of-mind cancellation rights may not apply to goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, or sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed. We will identify applicable exclusions before purchase. A product is not automatically excluded simply because it is a jewellery-care or personal-care product.

Sale items have the same statutory rights as full-price items. These exceptions do not remove your rights where goods are faulty, damaged, misdescribed or incorrect. Gift-card cancellation and refund requests will be handled in accordance with applicable law.

Faulty, damaged or incorrect goods

Contact hello@caratcare.co.uk as soon as reasonably possible with your order number and details of the issue. Photographs can help us investigate, but are not a condition of your statutory rights. The change-of-mind window does not restrict your legal rights in relation to faulty or non-conforming goods.

Refunds

For statutory change-of-mind cancellations, we will refund you without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Where we have offered to collect the goods, the applicable refund period runs from notification of cancellation. We will not delay a legally due refund while waiting for reimbursement from a supplier.

Where you cancel the whole order under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. Additional costs for upgraded delivery are not refundable. Refunds are made to your original payment method unless you expressly agree otherwise, without a refund fee. Your payment provider may take additional time to display the funds.

Exchanges and contact

We do not guarantee direct exchanges. Contact us to arrange a return where eligible, then place a separate order for the replacement product.

For all cancellation, return and refund enquiries, email hello@caratcare.co.uk. Nothing in this policy limits rights provided by applicable consumer law.