Refund policy

At Carat Hills, our dedication to your satisfaction doesn’t stop once your order arrives. We understand that sometimes the piece you order may not be exactly what you envisioned, and that’s okay. Your satisfaction is our top priority, and we want your shopping experience with us to be seamless, enjoyable, and worry-free.  If for any reason you’re not completely happy with your purchase, we’ve made the return and exchange process as easy and stress-free as possible. You have a full 15 days from the time you receive your item to return it for a refund or exchange, ensuring that you have plenty of time to make the right decision. 

In crafting this policy, we considered what matters most to our customers: transparency, simplicity, and fairness. So if you ever need to return or exchange an item, rest assured that you’re in good hands. We're committed to ensuring that every interaction with Carat Hills leaves you with a smile.

Eligibility for Returns

We accept returns for any unworn, unused, and undamaged items within 15 days from the date of delivery. To qualify for a return:

- The item must be in its original condition, without any signs of wear, scratches, or alterations.

- All original packaging, certificates (diamond or gemstone certification), and documents must be included.

- Items that have been customized, engraved, resized, or modified by a third party after purchase are not eligible for return.

 Return Process

1. Initiate a Return: Contact our customer service team via email or phone to obtain a Return Authorization (RA) number. Returns without an RA number will not be processed.

2. Return Shipping: Securely package the item along with all original materials. We recommend using insured and trackable shipping services to ensure the safe return of your product. The shipping costs for returns are the responsibility of the customer unless the item is damaged or defective upon receipt.

3. Inspection: Once we receive the returned item, it will be inspected by our quality assurance team. Please allow 5-7 business days for this inspection process. Items that do not meet the eligibility criteria may be returned to the customer at their expense.

 Damaged or Defective Items

In the rare event that you receive a damaged or defective item, please notify us within 48 hours of delivery. We will provide you with a prepaid shipping label to return the item, and you will receive a full refund or replacement, including any shipping costs.

 Refunds

Once the returned item has been inspected and approved, we will process your refund to the original payment method within 7-10 business days. Please note that shipping charges are non-refundable unless the return is due to a defective or damaged product.

 Exchanges

If you would like to exchange an item for a different size, style, or design, follow the return process to return the original item and place a new order. Carat Hills does not charge restocking fees for exchanges, and any price difference will be handled prior to shipping the new product.

 Non-Returnable Items

- Custom or personalized items (including those with engravings).

- Final sale items and gift cards.

- Items that have been altered by third-party jewelers.

- Customs duties, taxes, and any related fees for the return are non-refundable.

Customer Satisfaction

At Carat Hills, we prioritize our customers’ happiness. We want your shopping experience to be enjoyable and stress-free. If you have any questions or concerns about your purchase or the return process, our dedicated customer support team is available to assist you every step of the way.