Returns Policy
BRILLIANT CARATS Refund Policy
Our commitment to you extends beyond delivery. We offer the following services to ensure you have a pleasant and hassle-free shopping experience:
- 30-day returns and exchanges
- 90-day resizing
- Free shipping in the US and Canada
- 1-year free warranty
If you are not satisfied with your purchase, simply contact us within 30 days to return or exchange it. For all issues, you can email support@brilliantcarats.com. Please note that our return and exchange policy timeline starts from the time you pick up your purchase.
Cancellations & Returns
We offer a 12-hour cancellation period after payment. If you wish to cancel your order, please do so within 12 hours of making the purchase. The processing time for your order is up to 45 days, which is the maximum time allowed.
Note: Each of our products is 100% handmade. All of our items are made to order, meaning production only starts after your order is placed, and procurement and production costs are incurred once we begin. If you exceed our free cancellation period, we will charge 30% of the order amount as a restocking and craftsmanship fee.
Cancel order within 12 hours:
If you request a cancellation within 12 hours of your purchase, we will cancel your order and issue a full refund.
Cancel order after 12 hours:
We will start production 12 hours after your purchase. Therefore, if you request a cancellation after 12 hours, we will deduct 30% of the order amount (Rush Order and Shipping Fees can be refunded) as a restocking and craftsmanship fee.
Cancel orders that have been shipped or you have received:
- Non-quality issues: If you apply for a return due to non-quality issues, we will deduct 30% of the order amount (Rush Order and Shipping Fees cannot be refunded).
- Quality issues: If you apply for a return due to quality issues, please provide evidence within 3 days of receiving the items and email us. We will assist you with the warranty service. If you still want to return and refund, we will assist you.
Note:
- Quality issues: Major defects in the product metal and craftsmanship, such as broken prongs, broken ring bands, or stones falling out. Significant differences between the actual product and the ordered item.
- Non-quality issues: Personal preferences, such as not liking the product, not liking the stone pattern or color, not liking the gemstone shape, or not liking the actual product. Damage caused by violence or chemicals, inconsistent patterns of special stones, or the product looking larger or smaller than expected, are not considered quality issues.
Return Address:
- Hong Kong: Room 1721, 17/F Peninsula Square, 18 Sung On Street, Hunghom, Kowloon, Hong Kong
- China: Room 3801, 38/F IBC Mall, Buxin Road, Luo Hu District, Shenzhen
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee will be based on the express company you choose. However, if the return is due to our reasons (damaged or incorrect goods), the consumer will not be required to bear the shipping fee for this reason.
Orders that do not meet the return conditions:
- Customized products, including engraving, custom designs, custom accent stones, and any other customization services except those listed on the product details page.
- Special materials/stones, including solid 950 Platinum and black gold products, salt and pepper diamonds, and lab-grown diamonds.
- Orders outside of the United States and Canada.
- Orders that have undergone repairs.
Exchange Process:
- If you wish to exchange a product due to quality issues, we will help you unconditionally with no cost to you. However, you must contact us within 3 days after receiving the product.
- If you need to exchange the product for personal reasons, a 30% fee applies (this does not include modification costs).
Exchange process: You need to pay the exchange fee first, and then return the product to us. Once we receive the returned item, we will begin making the product for you.
Warranty
We offer a 1-year free warranty service.
We provide a one-year warranty from the date of product delivery. This warranty covers all repairs for quality problems (e.g., the stone falling out, broken prongs, loose stones, etc.) within 1 year of purchase, as well as resizing (no less or more than 1 size) within half a year. Non-quality issues are not covered by our warranty.
Common jewelry issues not covered by our warranty:
- Discoloration caused by chemicals, make-up, immersion in pools, hot tubs, or bathing.
- Theft or loss of the stone or ring.
- Damage due to wear, such as worn or bent prongs or the resulting loss of gemstones.
- Damage caused by repairs, modifications, or other services performed by persons other than BRILLIANT CARATS or authorized agencies.
- Dents, nicks, and scratches from wear and tear.
- Tarnishing of metals due to exposure to substances such as perfumes, salt air, sulfur, skin lotions, hairsprays, chlorine, and acidic skin pH.
Resizing
We offer a 90-day free resize service.
We recommend that you measure your ring size accurately before purchasing. Most of our rings can only be resized by approximately 1 ring size. Resizing more than one size may harm the ring's durability. If you need a resizing larger than 1 size, we suggest remaking the ring, which will cost 30% of the original price.
Rings that cannot be resized:
- Rings with full pave settings.
- 950 platinum rings.
- Rings that require resizing by more than 1 ring size.