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Refund policy

At CARAXY, your satisfaction is our highest priority. We strive to provide a seamless and transparent return and exchange process to ensure a worry-free shopping experience.

Return & Exchange Period

If you are not entirely satisfied with your purchase, you may request a return or exchange within 30 days of the delivery date. To initiate this process, please notify us at support@caraxy.com within this 30-day window.

Non-Returnable Items

Please note that the following items are not eligible for return or exchange:

  • A. Items that have been damaged, modified, or show signs of wear and tear.

  • B. Items not listed on our website or those specially manufactured at your request.

  • C. Items that have been repaired, resized, or engraved by a third-party jeweler.

  • D. Custom-made or personalized items (including, but not limited to, engraved jewelry).

Damages and Issues

Please inspect your order immediately upon receipt. Contact us at support@caraxy.com without delay if the item is defective, damaged, or if you have received the incorrect product. This allows our team to evaluate the issue promptly and provide a timely resolution, such as a repair, replacement, or refund.

European Union 14-Day Cooling-Off Period

Notwithstanding the terms mentioned above, if the merchandise is being shipped to the European Union (EU), you have the right to cancel or return your order within 14 days for any reason and without justification.

  • Eligibility: To exercise this right, the item must be in the same condition as when you received it—unworn, unused, with all original tags attached, and in its original packaging.

  • Proof of Purchase: A valid receipt or proof of purchase is required to process the return.

Condition of Returns

All items must be returned in their original, pristine condition, including all original packaging, promotional gifts, and documentation.

  • Quality Assurance: Upon receipt, our Quality Assurance team will inspect the item. We reserve the right to charge additional fees based on the condition of the returned item or the specific solution selected in the return portal. You will be notified of any such charges before the final processing.

  • Certificates: All gemstone or diamond certificates (e.g., IGI) must be included. A $100 USD fee will be deducted from your refund for each missing certificate.

  • Promotional Gifts: If any complimentary gifts included with the purchase are not returned, the full retail value of the gift will be deducted from the refund amount.

Refund Process

Once your return is processed and approved:

  • Refund Amount: The refund (excluding original shipping fees) will be credited to your original payment method.

  • Timeline: Please allow 2 to 4 business days for our team to process the return, and an additional 8 to 12 business days for the funds to appear in your account, depending on your financial institution.

  • Delayed Refunds: If you have not received your refund after the specified period, please first check with your bank or credit card company. If the issue persists, contact us at support@caraxy.com.

Return Shipping Guidelines

To ensure a secure return, please adhere to the following instructions:

  • Authorization: Contact support@caraxy.com prior to shipping to receive the correct return address and authorization.

  • Shipping Costs: * For products under 3 carats, CARAXY provides free return shipping.

    • For products 3 carats or larger, the customer is responsible for all return shipping costs (non-refundable).

  • Packaging: Secure your jewelry in its original box or a sturdy alternative. Include a note with your Full Name and Order Number, specifying whether you request a refund, exchange, or repair/resizing.

  • Insurance & Tracking: We strongly recommend insuring your return package for its full purchase value. CARAXY is not responsible for items lost or stolen during transit. Please provide us with the tracking number immediately after shipment.

Contact Us

For further assistance regarding returns or exchanges, please contact our dedicated customer service team: