Return & Exchanges

Last updated: 16 sep 2026

We want you to love your Carbon Jewelry piece. If it's not quite right, this page explains how returns and exchanges work. This policy should be read alongside our Terms & Conditions and Refund Policy.

1. Your Return Window

You have 30 days from the date of delivery to return an eligible item for a refund or exchange — this includes both:

Your statutory right to cancel within the first 14 days of receipt, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and
Our extended commercial return window, giving you up to 30 days in total from delivery to decide.

2. Eligibility for Return or Exchange

To be eligible for a return or exchange, your item must be:

Unworn and undamaged, in its original, saleable condition
Returned with all original packaging, boxes, certification, and tags intact
Accompanied by your order number or proof of purchase

Items Not Eligible for Return

Bespoke, personalised, or made-to-order pieces (including custom engravings or custom stone settings) are excluded from return and exchange, except where the item is faulty or not as described, in line with your rights under the Consumer Rights Act 2015.
Items showing signs of wear, resizing, alteration, or damage not present at delivery.

3. How to Start a Return or Exchange

Contact Us: Email support@carbon.jewelry with your order number and whether you'd like a return (refund) or an exchange, within 30 days of delivery.
Confirmation: Our team will confirm eligibility and provide instructions, including a return authorisation and secure packaging guidance (given the value of the items).
Send It Back: Package the item securely, including all original packaging and certification, and send it via a trackable, insured service to the address we provide.
Inspection: Once received, we will inspect the item to confirm it meets the conditions above.
Outcome: We will process your refund (see our Refund Policy) or despatch your exchange item once inspection is complete.

We recommend using an insured, trackable shipping method for all returns, as Carbon Jewelry is not responsible for items lost or damaged in transit back to us.

4. Exchanges

Exchanges (e.g. for a different size or design) are subject to the same 30-day window and condition requirements as returns.
If the new item is of a different value, we will either charge or refund the price difference accordingly.
Exchange requests are subject to stock availability. If your preferred replacement is unavailable, we will offer a refund or alternative options instead.

5. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us within a reasonable time of receipt at support@carbon.jewelry with photos and your order number. In these cases:

Return postage costs will be covered by us.
You are entitled to a full refund, repair, or replacement, in accordance with the Consumer Rights Act 2015.

6. Return Shipping Costs

For standard "change of mind" returns (within the 30-day window), return postage is the customer's responsibility, unless the item is faulty or incorrect.
For faulty or incorrect items, we will cover the cost of return shipping — please contact us before sending the item back so we can arrange this.

7. Contact Us

For any questions about returns or exchanges, please reach out to:

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