Refund policy

Last updated: 16 sep 2026

This Refund Policy explains how and when refunds are issued for orders placed with Carbon Jewelry. It should be read alongside our Returns & Exchanges page and Terms & Conditions.

1. When You're Entitled to a Refund

You may be entitled to a refund in the following circumstances:

Statutory Cancellation: You cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013 (excludes bespoke/personalised items once production has begun).
Extended Return Window: You return an eligible item within our 30-day commercial return window (see Returns & Exchanges).
Faulty, Damaged, or Incorrect Items: Your item arrives faulty, damaged in transit, or does not match its description, under the Consumer Rights Act 2015.
Order Cancellation by Us: We are unable to fulfil your order (e.g. due to stock unavailability, pricing error, or fraud prevention checks).

2. How Refunds Are Processed

Refunds are issued to your original payment method — we are unable to refund to a different card, account, or via store credit unless specifically agreed with you.
Once we receive and inspect your returned item (see Returns & Exchanges), we will process your refund within 14 days.
You will receive an email confirmation once your refund has been issued. Please note it may take a further 5–10 business days for the funds to appear in your account, depending on your bank or card provider.

3. What's Included in Your Refund

Product Price: Refunded in full for eligible returns.
Original Delivery Charges: Refunded only where you are exercising your statutory 14-day cancellation right, or where the item is faulty/incorrect. For returns made within the extended 30-day window (outside the statutory 14 days), original delivery charges are non-refundable.
Return Postage: Not refunded for standard "change of mind" returns, unless the item is faulty, damaged, or incorrect (see Returns & Exchanges for full details).
Customs & Duties: As all orders are shipped on a Delivered Duty Paid (DDP) basis, you will not have paid any customs or import charges directly, so none will need to be refunded to you.

4. Partial Refunds

We may issue a partial refund where:

An item is returned with signs of wear, missing packaging, or missing certification (reducing its resale value).
Only part of a multi-item order is being returned.

We will always explain the reason for any partial refund clearly before it is processed.

5. Non-Refundable Items

Bespoke, personalised, or made-to-order pieces (including custom engravings and custom settings) are non-refundable once production has commenced, except where faulty or not as described, in line with your rights under the Consumer Rights Act 2015.
Gift cards or vouchers, where offered, are non-refundable.

6. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

Check your bank account or card statement again.
Contact your card issuer or bank, as processing times can vary.
If you've done this and still have not received your refund, please contact us at support@carbon.jewelry with your order number, and we will investigate promptly.

7. Contact Us

For any questions about refunds, please contact:

support@carbon.jewelry, 8 Sandpiper Road, CM17 0SN, UK