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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 shown by the carrier tracking information.

To initiate this process, please contact us at support@caraxy.com within this 30-day window. Return or exchange requests submitted after this period may not be accepted.

How to Start a Return or Exchange

To request a return or exchange, please email us at support@caraxy.com with your order number and the reason for your request.

Once your request is reviewed, we will provide further instructions. Please do not send your item back without prior authorization, as unauthorized returns may not be accepted.

Refund Process

Once your return is processed and approved:

  • Refund Method: Approved refunds will be submitted to the original payment method used for the order, in the transaction currency shown in the order confirmation. The timing and final amount displayed on your account are determined by your card issuer or financial institution and may be affected by bank processing, currency conversion, exchange-rate adjustments, or card-issuer fees.

  • Refund Amount: The final refund amount will be calculated according to the “Refund Amount” section below.

  • Timeline: Please allow 2 to 4 business days for our team to inspect and 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.

Non-Returnable Items

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

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

  • B. Items not listed on our website, items purchased through unauthorized channels, or items specially manufactured at your request.

  • C. Items that have been resized, repaired, engraved, or altered after delivery, whether by CARAXY or a third-party jeweler.

  • D. Custom-made, special-order, or personalized items, including but not limited to engraved jewelry, non-standard designs, or customized designs.

  • E. Items returned without original packaging, certificates, documentation, or required promotional gifts may be subject to deductions or may not be accepted.

Damages and Issues

Please inspect your order immediately upon receipt. If your item is defective, damaged, or incorrect, please contact us at support@caraxy.com within 7 days of delivery and include photos of the item, packaging, and shipping label.

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 above, if your order is shipped to the European Union (EU), you may have the right to cancel or return your order within 14 days from the date you receive the item, without giving any reason.

To exercise this right, the item must be in the same condition as received—unworn, unused, with all original tags, certificates, documentation, and packaging included. A valid receipt or proof of purchase is required.

Please note that custom-made, personalized, engraved, resized, altered, or specially manufactured items may not be eligible for cancellation or return under this cooling-off right, unless otherwise required by applicable law.

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 refuse a return or deduct applicable fees if the item is not returned in its original condition, shows signs of wear, has been damaged, or does not meet our return requirements. You will be notified of any such charges before the final refund is processed.

  • Certificates: All gemstone or diamond certificates, including but not limited to IGI certificates, must be returned with the item. 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.

Exchanges & Resizing

Eligible items may be exchanged within 30 days of delivery, subject to product availability and approval after inspection.

If the exchange item is priced higher than the original item, the customer is responsible for the price difference. If the exchange item is priced lower, the difference may be refunded to the original payment method after the returned item has been received, inspected, and approved.

One-time resizing may be available for eligible rings. Customers are responsible for the cost of shipping the item back to CARAXY, as well as any applicable duties, taxes, customs fees, or carrier-related charges incurred during the return shipment. Any price differences, additional service fees, or outbound shipping costs for the resized or exchanged item will be confirmed with you before the resizing or exchange is processed.

Items that have been resized, altered, engraved, repaired, customized, or modified after delivery, whether by CARAXY or a third-party jeweler, may not be eligible for return or exchange unless there is a confirmed quality issue.

Return Shipping Costs & Guidelines

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect due to our error.

If your order qualified for free shipping at checkout, the original outbound shipping cost will not be separately deducted from your refund. However, return shipping costs remain the responsibility of the customer unless otherwise stated.

To ensure a secure return, please follow the guidelines below:

  • Authorization: Please contact support@caraxy.com before shipping your item back to receive the correct return address and authorization. Unauthorized returns may not be accepted.

  • Shipping Costs: Customers are responsible for all return shipping costs, including any applicable duties, taxes, customs fees, or carrier-related charges incurred during the return shipment.

  • 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.

Refund Amount

Refunds will be submitted to your original payment method after the returned item has been received, inspected, and approved.

For eligible returns, the refund amount submitted by CARAXY will be based on the item price paid, less any applicable return shipping costs, missing certificate fees, missing promotional gift value, duties, import taxes, customs charges, DDP-related fees, or other non-refundable charges disclosed to you before the return was finalized, where permitted by applicable law.

The amount ultimately credited to your account by your financial institution may differ from the refund amount submitted by CARAXY due to card-issuer fees, foreign or cross-border transaction fees, currency conversion, exchange-rate adjustments, or other bank charges outside CARAXY’s control.

If any restocking, return processing, or service fee applies to a specific return, it will be communicated to you before the return is finalized and deducted from the refund amount where permitted by law.

Any applicable deductions will be communicated to you before the final refund is processed.

Card-Issuer Fees, Currency Conversion, and Refunds

All amounts charged by CARAXY are displayed at checkout and confirmed in your order confirmation. We submit the transaction in the currency shown at checkout.

Your bank, card issuer, or payment provider may separately apply foreign transaction fees, cross-border transaction fees, currency conversion markups, exchange-rate adjustments, or other financial-institution charges, even when your order is displayed and processed in your local currency.

These third-party charges are determined, imposed, and retained by your financial institution. They are not collected or controlled by CARAXY. Your financial institution may also choose not to refund some or all of these charges when an order is cancelled, returned, or partially refunded.

Approved refunds will be submitted to the original payment method in the transaction currency and for the amount confirmed by CARAXY, less any deductions disclosed under this policy and permitted by applicable law. The amount shown on your bank statement may differ from the amount submitted by CARAXY due to card-issuer fees, currency conversion, exchange-rate movements, or bank processing.

If there is a discrepancy, please contact your card issuer first. Upon request, CARAXY can provide available payment or refund records, including the Acquirer Reference Number (ARN), to assist your bank in tracing the transaction.

This provision does not limit any consumer rights available under applicable law and does not apply to payment errors or unauthorized charges caused by CARAXY or its payment processor.

Duties, Import Taxes, and International Charges

For international orders, duties, import taxes, customs charges, brokerage fees, and DDP-related charges that have already been paid to carriers, customs authorities, or third-party service providers may be non-refundable.

If any such charges apply to your return, we will notify you before the final refund is processed.

Final Sale and Special Circumstances

Certain items may be marked as final sale and are not eligible for return or exchange unless they arrive defective, damaged, or incorrect.

CARAXY reserves the right to refuse any return or exchange that does not meet the conditions stated in this policy, subject to applicable law.

International Card Notice: Your card issuer may charge a foreign or cross-border transaction fee, even when you pay in your local currency. These fees are set by your bank and may not be refundable by the bank if your order is cancelled, returned, or partially refunded.

Contact Us

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