Exchange and Returns
The Carat Room offers a 100% satisfaction guarantee policy for all jewellery items – if you’re not happy then neither are we. Our 14-day no questions asked return policy gives you the time to make sure your purchase is perfect.
Items may be returned within 14 days of receiving the item for full refund or exchange, less shipping expenses. Custom jewellery pieces or engraved items that have been ordered are non-refundable or exchangable. Sales items will be considered final purchase at the time of sale.
We can only accept the product in its original condition. Therefore, the full refund is given at the discretion from our management team. Once our quality assurance department has completed a thorough and in-depth check of the returned item and given approval, only then can a refund or partial refund be issued. The refund will take 15 business to get processed and you will be credited in the same original form of payment to your account.
Processing and Restocking Fee
The Carat Room will charge the customer a 10% restocking fee on any item that is returned or exchanged for reasons not caused by manufacture error.
The Carat Room will gladly re-size a ring purchased from us within 1 month of receiving it free of charge. You will however be responsible for the shipping charges when sending the item to us for resizing. Approximately, resizing of the ring will take 5-7 business days.
How to Return
- In order to return a product for refund or exchange, you will need to contact The Carat Room via email at firstname.lastname@example.org for a Return Authorization Number. A Return Authorization Number with instructions will be emailed to the submitted email on the original purchase with instructions. The customer will cover the return shipping and handling costs of the item.
- The Carat Room encourages getting the item tracked and insured for the purchase value to ensure smooth delivery. You will be liable if you fail to insure the package you are returning or exchanging in the event it becomes lost or damaged. Insurance costs involved in the prevention of loss and damage are very minimal. Insure your item for the total amount you paid when you purchased the item.
- Use only shipping carriers, which provide a tracking receipt and insurance against the package.
- Make no reference to the word jewelry or the contents that you are sending on the outside of the box.
The Carat Room is not be responsible for any items returned to us not submitted in accordance with these guidelines.
The customer is responsible for all shipping costs, duties, VAT, and taxes that may be incurred in returning the item(s) back to The Carat Room. In the event a package is refused at customs, or if a customer is unavailable to accept the package from the shipping carrier and The Carat Room is charged any return shipping charges, duties, VAT or taxes,the customer will be responsible for all expenses related to the outbound shipment and return of the package. This amount will be deducted from the original sales amount when the refund is applied.
Our certified loose diamonds carry a 3-day return policy from the delivery date. All returned diamonds must be sent with the originial GIA diamond certificate. Any package missing the original certificate(s) will be charged a replacement fee of SGD $250.00 per certification with no exceptions. There should be no scratches or marks on the diamond and the stone should not have been altered in anyway. Before a refund will be issued, our in-house gemologist will assess the diamond with the necessary quality control measures and verifiy the authenticity of the stone and match the GIA laser inscription, only then the approval for refund will be authorized. Shipping, handling and tax charges will be borne by the customer.
If you require assistance, please feel free to contact the sales department on (+65) 6224-2766, Monday through Friday from 10:00 A.M. to 06.00 P.M or email us at email@example.com.