Refund policy

Greetings from UltraCarat!

We appreciate your recent purchase and strive to ensure your satisfaction. If, however, you find yourself not entirely pleased with your order, we're here to assist you.

To initiate a return, kindly send an email to support@ultracarat.com, including your order number and the reason for the return. Please note that each customer is allowed a maximum of two returns/exchanges per year.

Return Policy:

• You have 30 calendar days from receipt of your item to initiate a return. The product must be unworn, undamaged, and in saleable condition.
• Return the item with its ring box and all related documentation, including any GIA or IGI certificates or gemstone grading reports.
• Orders with diamonds valued over $10,000 (excluding VAT) are not covered by our standard returns policy unless faulty or otherwise agreed in writing.
• Custom-made, personalized, or engraved items cannot be returned unless defective or a written agreement is provided.
• Diamond upgrades are non-returnable and non-exchangeable.
• Rings and/or loose diamond orders with damaged or missing center diamonds are ineligible for return.

Refund Process:

Once we receive your returned item, we will quickly inspect it and inform you of the outcome. If approved, we will process a refund to your original payment method. The credit should appear within 1-3 business days, depending on your card issuer's policies.

Delayed or Absent Refunds (if Applicable):

If your refund is delayed or hasn't arrived, first check your bank account for confirmation. Next, contact your credit card company since the refund might take some time to post. Then, reach out to your bank, keeping in mind the usual processing time for refunds. If you've done all this and still haven't received your refund, please email us at support@ultracarat.com.

Cancellation Period:

At Ultracarat, you can cancel your order within 48 hours of placement. Beyond this timeframe, we begin the manufacturing process tailored to your specifications, making cancellations unfeasible. Once production starts, the product becomes uniquely crafted for you, and resale is not possible. We appreciate your understanding and encourage thoughtful decisions within the initial 48 hours to ensure a seamless and personalized experience with Ultracarat.

Exchanges (if applicable)

Exchanges are allowed only for items with defects or damage. If you need to exchange an item for the same product due to these issues, please contact us at support@ultracarat.com. Follow the email instructions to send the item to the provided address for processing.

Gifts

If your purchase was marked as a gift and shipped directly to you, you'll receive a gift credit equal to the item’s value once it’s returned. A gift certificate will be sent to your address. If the purchase wasn't marked as a gift, or the gift giver had the order sent to their address to give to you later, a refund will be given to them, informing them of the return.

Shipping:

For US returns, we offer free return shipping with a pre-paid, insured shipping label. Print the label, repack the items in original packaging, include diamond certifications, and drop off or schedule a pickup at a Shipping Hub. A $150 fee applies if the diamond certificate isn’t returned.

For international orders, we cover up to $50 of return shipping. We’ll provide a shipping address, and you can send the items there. Our agents in the US, Canada, and Australia will give you the local address via email. Thank you for choosing Ultracarat. We aim to resolve any issues and ensure your satisfaction.

European Union 14-day cooling off period

If your order is shipped to the EU, you can cancel or return it within 14 days for any reason. The item must be in the same condition as received, unworn, unused, with tags, and in its original packaging. You’ll need the receipt or proof of purchase.