Returns & Refunds Policy

Returns & Refunds Policy

At Gold & Carats™, every piece is crafted with precision and made to a high standard. Due to the nature of our products, strict policies apply to ensure fairness and quality control.

For all enquiries, please contact:
Support@goldandcarats.com

Custom Products (Grillz & Made-to-Order Items)

All custom-made items, including grillz and personalised jewellery, are final sale.

  • Each piece is made specifically to your order and cannot be resold
  • Refunds, returns, or exchanges are not accepted once production has started
  • By placing an order, you agree to provide accurate moulds, sizing, and details

Cancellations

  • Orders may be cancelled before production begins, subject to a 20% cancellation fee
  • Once production has started, cancellations are not permitted under any circumstances
  • Shipping costs and mould kit costs are non-refundable

Mould Kit Responsibility (Grillz)

  • Customers are responsible for submitting accurate mould impressions
  • If moulds are unusable, you may be required to purchase a new kit
  • Failure to return usable moulds within a reasonable timeframe may void refund eligibility

Fit & Adjustments

  • If there is a genuine fit issue, you must notify us within 7 days of delivery
  • We may offer one adjustment at our discretion
  • Additional adjustments may incur extra fees
  • No adjustments are guaranteed for iced-out or complex custom designs

Ready-to-Wear Jewellery (Non-Custom Items)

  • Returns are only accepted for unused, unworn items in original condition
  • Requests must be made within 7 days of delivery
  • Items must be returned in original packaging

Refund Conditions

  • Shipping costs are non-refundable
  • A restocking fee may apply
  • Any signs of wear, damage, or alteration will void eligibility

Non-Refundable Items

The following are not eligible for refunds or returns:

  • Custom grillz and made-to-order jewellery
  • Iced-out or stone-set custom pieces
  • Sale or discounted items
  • Earrings (for hygiene reasons)
  • Any item that has been worn, used, or altered

Damages & Issues

  • All items are inspected before shipping
  • If your order arrives damaged or incorrect, contact us within 48 hours of delivery
  • Claims made after this period may not be accepted

Loss, Damage & Responsibility

Gold & Carats™ is not responsible for:

  • Lost or stolen items after delivery
  • Damage caused by misuse, improper care, or normal wear
  • Incorrect information provided by the customer (address, sizing, moulds, etc.)

Payments & Afterpay Terms

  • By selecting Afterpay, you agree to their separate terms and conditions in addition to ours
  • Payment plans are provided by Afterpay and are subject to their approval process
  • Gold & Carats™ does not control, manage, or influence Afterpay decisions, payment schedules, or account status

Refunds & Payment Plans

  • If a refund is approved, it will be processed back through your original payment method, including Afterpay
  • Afterpay will adjust your payment schedule accordingly — this process is handled entirely by Afterpay
  • Gold & Carats™ is not responsible for any fees, penalties, or charges applied by Afterpay

Disputes & Chargebacks

  • Initiating a chargeback or dispute without contacting us first may result in your order being suspended or denied
  • Fraudulent disputes or attempts to bypass this policy will be contested with supporting evidence
  • By purchasing, you agree that all policies stated here override general buyer expectations for custom-made goods

General Policy

We reserve the right to:

  • Refuse returns that do not meet our conditions
  • Deny refunds where policy terms are not followed
  • Update or modify this policy at any time

By placing an order with Gold & Carats™, you agree to all terms outlined above.

Gold & Carats™. Or nothing.

Contact us