Refund policy
We would rather you send a stone back than keep one you are not happy with. This page says exactly what can come back, how long you have, and who pays.
Loose diamonds — 14 days
A loose stone can be returned within 14 days of delivery, provided it is:
- unset and unaltered
- returned with any grading certificate supplied with the stone
- in the packaging it arrived in, with the security seal intact
Return shipping is free and fully insured — we email you a prepaid label. Refunds go back to the original payment method.
One loose-diamond return per customer in any rolling 60-day period. This limit applies to change-of-mind returns. We do not accept a second change-of-mind stone return within that period, including when the customer offers to pay return shipping. Each eligible return must still be made within 14 days of delivery. This limit does not affect your rights if goods are faulty, damaged, incorrect or not as described.
We never charge a restocking fee. Whatever the circumstances, we do not take a percentage of your refund.
Every returned stone is verified before we refund. For certified diamonds, we check the report and any laser inscription against the certificate. Non-certified diamonds are checked against the order reference and recorded stone details. This is ordinary practice in the trade, it protects both of us, and any certificate supplied must come back with the stone.
Rings and bands — made to order, and not returnable
Every ring we sell is made to order to your specification. You choose the stone, the setting and the finger size, and the piece is built for that combination. Nothing is picked off a shelf.
That is why a ring cannot be returned or refunded. A ring sized to one person and set with one specific stone cannot be sold to anyone else. Goods made to a customer's own specification are excluded from distance-selling cancellation rights for exactly this reason, and that exclusion is what we are relying on here.
You will see this at checkout as well as on this page. We would rather say it twice than have it come as a surprise.
Three things this does not take away from you:
- 48 hours to change your mind. A ring order can be cancelled in full, for a full refund, within 48 hours of you placing it. After that the setting is in production and the order stands.
- One free resize within 60 days. Most rings move up or down a size or two at our cost. Full eternity bands and some pavé settings cannot be resized without remaking the ring, because the stones run the whole way round — if yours is one of those, we tell you before you order, not after.
- Everything below about faults. A ring that arrives damaged, wrong, or not as described is our problem to fix, and no clause on this page changes that.
If something arrives damaged, faulty or wrong
Tell us within 48 hours of delivery and send photographs. We arrange collection and repair or replacement at our cost. Every shipment is insured, so this costs you nothing.
This applies to rings as much as to loose stones. Your legal rights in respect of faulty or misdescribed goods are not affected by anything on this page.
How to start a return
Email support@claviscarat.com with your order number and what you would like to do. We will check that your return is eligible under the 14-day return window and the one-return-per-customer limit in any rolling 60-day period, then send you a prepaid insured label and return instructions.
Always tell us before you post anything back. A stone that arrives unannounced cannot be matched to an order, and an uninsured diamond in the mail is covered by nobody — not us, not the courier, not your card issuer.
How long a refund takes
Once a return reaches us and passes verification, we refund within 5 business days. Your bank or card issuer normally takes a further 5 to 10 days to show it on your statement.
Cancelling before dispatch
A loose stone can be cancelled for a full refund at any time before it ships. A made-to-order ring can be cancelled within 48 hours of ordering, as above.
Orders outside the United States
We ship worldwide, and the 14-day window and the free insured return label apply wherever we ship.
Duties and import taxes you paid to your own government are refunded by that government, not by us. Keep your import paperwork — you will need it to claim them back.
What we do not do
- No restocking fees, in any circumstance. A refund is the whole amount you paid for the stone.
- No store credit in place of a refund, unless you ask for it.
- No quiet exceptions. A rule we bend for whoever argues hardest is not a rule, and it is unfair to everyone who took us at our word.
Contact
CLAVIS CARAT