Refund policy

Return Policy

At Carat Works, we want you to feel complete confidence in the precision tolerance, wrist ergonomics, and finishing brilliance of our link hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to microscopic tool scratches caused by sizing screwdrivers, pin-punch deformation, and strict personal jewelry condition standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The watch bracelet, replacement link, end-link adapter, or clasp must be completely unworn, uninstalled on any watch case, unsized with tools, and in its original, brand-new condition.
  • Tool Contact & Protective Shrink Film Notice: Watch bracelets are shipped in factory-sealed clear protective plastic film. If this protective wrapping has been peeled, or if links have been removed using jeweler screwdrivers or pin presses (which shears screw heads, scratches polished flank bevels, or bends spring bars), the item is strictly ineligible for a change-of-mind return.
  • Clasp surfaces, brushed satins, and mirror-polished bevels must show zero desk-diver scratches, micro-abrasions, skin oil films, or jewelry cleaner chemicals.
  • Spring bars, end-links, and micro-adjust holes must show zero burring or tool slip gouges.
  • All original packaging, serialized warranty sleeves, link removal pins, velvet travel pouches, and microfiber cloths must remain 100% complete and undamaged within the return parcel.
  • Items showing signs of wrist wear, removed links, altered pin collars, or damaged retail presentation boxes will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because fine link hardware requires protection against crushing during transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Carat Works cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@caratworks.shop within 30 days of delivery. Please include your order number, link model/width, and reason for return.
  2. Our support team will review your request and provide you with an authorized return vault address, an RMA number, and specialized padded repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a lug width, clasp finish, or delivery address), contact us immediately at support@caratworks.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our horological hardware inspection team will examine each link and clasp under optical magnification to verify compliance with our return conditions (intact factory wrap, pristine screw heads, unscratched clasp, full link count, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@caratworks.shop for further assistance.