Refund policy

Return Policy

Returns can be made within 30 days of receipt. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can visit the self-service Returns Centre.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customer.support@houseofcarats.co.uk.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, mystery boxes, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for piercing jewellery for hygiene reasons.If you use the item or remove / tamper with the tags, you will lose your right to return the goods under our returns policy. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards.

Free Gift

You can keep your free gift as long as your order still qualifies for the offer after any returns — meaning your remaining items must still meet the original spend threshold. If you return items and your order total falls below the offer threshold, the free gift no longer applies. In that case, you’ll either need to return the gift along with your order or the value of the gift will be deducted from your refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once a return request is made, we are unable to change the refund method. If approved, you’ll be automatically refunded on your chosen payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at customer.support@houseofcarats.co.uk.

BOGO Returns Policy (Buy X Get Y Free) & Bundles

If you decide to return any item from a BOGO offer, the free item must also be returned.

Partial returns

If you choose to keep one item from a BOGO promotion or a bundle, and return the other, the item you keep will be charged at its full RRP minus 20%. We want our customers to genuinely benefit from our promotions. A 20% reduction reflects a meaningful discount that goes beyond our standard offers, while keeping pricing fair and consistent.

Example

• Item X RRP: £100

• Item Y RRP: £50

• Total paid under BOGO: £150

If you return Item X and keep Item Y:

• Charge for Item Y becomes £100 minus 20% = £80

• You originally paid £150

• Refund issued: £20

We want our customers to genuinely benefit from our promotions. A 20% reduction reflects a meaningful discount that goes beyond our standard offers, while keeping pricing fair and consistent.