Return & Refund Policy — Carbon Jewelry
Last updated: July 16, 2026
At Carbon Jewelry, your satisfaction is important to us. This policy explains how returns, exchanges, and refunds work when you shop with us at carbon.jewelry.
1. 30-Day Return Window
We offer a 30-day return policy on all items, starting from the date you receive your order. If 30 days have passed since delivery, unfortunately we can't offer you a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The item must be unused, unworn, and in the same condition that you received it.
- It must be in its original packaging, with all tags, certificates, and authenticity cards attached.
- You must provide the original receipt or proof of purchase (order number or confirmation email).
- Items that have been resized, engraved, altered, or custom-made to order are not eligible for return, unless faulty.
3. Non-Returnable Items
For hygiene and security reasons, the following items cannot be returned:
- Earrings (for piercing hygiene reasons), unless faulty or damaged on arrival
- Custom, personalized, or engraved jewelry
- Items marked as "Final Sale" or purchased during a clearance promotion
- Gift cards
4. How to Start a Return
To initiate a return, please contact us before sending anything back:
- Email us at support@carbon.jewelry with your order number and the reason for return.
- Our team will confirm your eligibility and provide return instructions and a return address.
- Securely pack the item in its original packaging, including all tags and certificates.
- Ship the item back to us using a trackable, insured shipping method (given the value of jewelry items, we recommend insuring the parcel).
Items sent back to us without first requesting a return will not be accepted.
5. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
- If approved, your refund will be processed to your original method of payment within 7–10 business days.
- Please note it may take additional time for your bank or card issuer to post the refund to your account.
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Original shipping charges are non-refundable, unless the return is due to our error (e.g., wrong or defective item).
- Return shipping costs are the customer's responsibility, unless the item is faulty or incorrect.
6. Exchanges
We only replace items if they are defective, damaged, or incorrect upon arrival. If you need to exchange an item for the same product (e.g., a different size), email us at support@carbon.jewelry and we will guide you through the process.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery at support@carbon.jewelry with:
- Your order number
- Photos of the damaged/incorrect item and packaging
We will arrange a free replacement, exchange, or full refund, including any shipping costs.
8. Late or Missing Refunds
If you haven't received a refund yet:
- Check your bank account again.
- Contact your credit card company — it may take some time before your refund is officially posted.
- Contact your bank, as there is often processing time before a refund shows up.
- If you've done this and still have not received your refund, please contact us at support@carbon.jewelry.
9. International Orders
We ship internationally. For international returns, customers are responsible for return shipping costs and any customs duties or import taxes incurred, unless the item is faulty or incorrect. We recommend checking your local customs regulations before returning an item.
10. Your Statutory Rights
This policy is in addition to, and does not affect, your statutory rights as a consumer under UK law, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
11. Contact Us
If you have any questions about our Return & Refund Policy, please reach out:
Carbon Jewelry 8 Sandpiper Road, CM17 0SN, UK Phone: +44 7391655083 Email: support@carbon.jewelry
