Refund policy

Updated 25 April 2026. 

Returns & Right of Withdrawal

We offer a 14-day return period.

For customers within the European Union, this is provided in accordance with applicable EU consumer protection laws. For customers outside the European Union, including Norway, we offer a 14-day return period as a commercial policy, subject to the terms below.

You have 14 days from the date you receive your item to notify us that you wish to return or cancel your order.

To request a return, please contact us at info@carateu.com. Return instructions, including shipping details, will be provided once your request has been approved.

Items must be returned without undue delay and no later than 14 days from your cancellation notice.

Eligibility for Returns

To be eligible for a return, the item must be:

  • in the same condition as received
  • unworn and unaltered
  • in its original packaging
  • returned with all documentation, including the original diamond grading report (GIA, IGI, or equivalent), in undamaged condition
  • accompanied by proof of purchase

Customers are entitled to exercise their statutory right of withdrawal in accordance with applicable law.

In cases of repeated or excessive returns beyond normal consumer behaviour, Carateu reserves the right to apply a reasonable administration fee or refuse future orders, to the extent permitted by law.

Carateu also reserves the right to refuse returns in cases of fraudulent or abusive activity.

Returns of Diamonds and Jewellery

Loose diamonds

Loose diamonds must be returned:

  • in original, unmounted condition
  • together with the original grading certificate, in undamaged condition

Upon return, we verify the diamond’s unique ID inscription against our records.

If the certificate is missing, damaged, altered, or does not match the diamond, Carateu reserves the right to refuse the refund or deduct reasonable costs associated with replacement, where permitted by law.

Diamonds that have been mounted into a ring or setting after delivery are not eligible for return.

Jewellery and rings

Rings and jewellery, including pieces created through the Ring Builder, may be returned within 14 days provided they are:

  • unworn and in original condition
  • not resized, engraved, or otherwise altered after delivery
  • returned with all original documentation

If a piece has been resized, engraved, or modified after delivery, it is no longer eligible for return.

Non-returnable Items (Exceptions)

The right of withdrawal does not apply to:

  • jewellery that has been resized or altered after delivery
  • loose diamonds that have been mounted after delivery
  • items not returned in original condition or missing original documentation

Return Shipping

To ensure a secure and fully insured return, all returns must be arranged through Carateu.

Once your return request has been approved, we will issue a fully insured FedEx return label and guide you through the process.

The cost of insured return shipping typically consists of a fixed fee of €25–35, plus approximately 1% of the declared value of the item. You will be informed of the total return cost in advance, and this amount will be deducted from your refund. No payment is required at the time of shipping.

Using a Carateu-issued return label ensures that your item is correctly insured and tracked throughout transit.

If you wish to arrange your own return shipping, please contact us in advance. We reserve the right to decline returns sent using alternative shipping methods that do not meet our insurance and security requirements.

When using a Carateu-issued return label, the shipment is fully insured and managed through our logistics partners.

If you choose to arrange your own return shipping, responsibility for the item remains with you until it has been safely received by Carateu.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt.

If your item is damaged, defective, or incorrect, contact us immediately at info@carateu.com so we can resolve the issue promptly.

This does not affect your statutory rights.

Fraud Prevention

Carateu reserves the right to refuse a refund and take appropriate action in cases of suspected:

  • diamond substitution
  • certificate tampering
  • counterfeit goods
  • fraudulent or abusive return activity

All returned items are verified prior to any refund being issued.

EU 14-Day Cooling-Off Period

For customers within the European Union, you have the right to cancel your order within 14 days without giving any reason.

The period expires 14 days after you receive the goods.

To exercise this right, you must inform us of your decision by a clear statement, for example by email.

You must return the goods no later than 14 days after notifying us.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved, your refund will be issued without undue delay and no later than 7 days after we receive the returned goods or proof that they have been sent.

Refunds are issued to your original payment method. Processing times may vary depending on your bank or payment provider.

For orders shipped outside the European Union, any VAT, customs duties, or handling fees paid to local authorities or carriers are non-refundable by Carateu.

If more than 15 business days have passed since your refund was approved, please contact us at info@carateu.com.

Important

Items sent back without first requesting a return will not be accepted.