Refund policy
Updated July 20, 2026
Returns & Right of Withdrawal
We offer a 15-day return period.
For customers within the European Union, Carateu’s 15-day return policy extends the statutory 14-day right of withdrawal by one additional day. For customers outside the European Union, including Norway and Switzerland, we offer a 15-day return period as a commercial policy, subject to the terms below.
You have 15 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 we receive your request.
Items must be returned without undue delay and no later than 14 days after you notify us of your decision to cancel.
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 their 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, are eligible for return provided you contact us within 15 days of receiving your order and the item is:
- unworn and in its 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 their original condition or with missing original documentation
Return Shipping
To ensure a secure and fully insured return, all returns must be arranged through Carateu.
Returns from Sweden
For returns from Sweden, Carateu will provide a tracked and insured PostNord return label and guide you through the process.
The cost of return shipping is typically SEK 160–280, depending on the value and requirements of the shipment. You will be informed of the total cost in advance. This amount will be deducted from your refund, so no payment is required when sending the return.
Returns from Other EU Countries, Norway, and Switzerland
For returns from other EU countries, Norway, and Switzerland, Carateu will provide 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 cost in advance. This amount will be deducted from your refund, so no payment is required when sending the return.
Alternative Shipping Arrangements
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. Alternative shipping must meet Carateu’s insurance, tracking, and security requirements.
If you arrange your own return shipping, you are responsible for the item 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 before any refund is issued.
EU Right of Withdrawal
Customers within the European Union have a statutory right to cancel an eligible order within 14 days without giving any reason. Carateu extends the period for notifying us of a return to 15 days after you receive the goods.
To exercise your right of withdrawal or use Carateu’s extended return period, you must inform us of your decision by a clear statement, for example by email.
After notifying us, you must return the goods without undue delay and no later than 14 days after your notification.
Your statutory consumer rights are not affected by Carateu’s extended return policy.
Refunds
Once we receive and inspect your return, we will notify you of the outcome of the inspection.
If a refund is due, it 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
Please contact us before sending an item back so that we can provide the correct return and insured shipping instructions. Returns sent without first contacting us may not be properly insured or processed.
