Refund policy
RETURN POLICY
Last updated: 16 August 2026
At 101 Carat, we are committed to providing a secure, transparent and premium shopping experience.
As many of our products are valuable items, our return process is designed to protect the authenticity, condition and value of every order while respecting applicable consumer protection rules.
1. RETURN CONDITIONS
To help us process a return correctly, the product should be returned in the same condition in which it was received.
The product should be unused, unworn and undamaged, except for handling reasonably necessary to inspect its nature, characteristics and condition.
Where applicable, the following should also be returned:
- original tags and labels;
- laboratory certificates and grading reports;
- authenticity documents;
- warranty cards;
- dust bags;
- boxes;
- protective elements;
- original luxury packaging.
Customers may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.
Your order number or other proof of purchase may be requested in order to identify and process the return.
This policy does not limit your statutory rights in relation to faulty, damaged or non-conforming products.
2. RETURN PROCEDURE
To request a return, please contact us at:
Please include your order number and the product you wish to return.
We will provide the appropriate return instructions and return address.
Because our products may originate from different fulfilment locations, it is important to follow the return instructions provided for your specific order.
Products returned without prior instructions may take longer to identify and process.
Notification to 101 Carat is not intended to restrict any statutory right of withdrawal available to you under applicable law.
3. RETURN SHIPPING
Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning a product when exercising the right of withdrawal.
For jewellery, diamonds, gemstones and other high-value products, we strongly recommend using a secure, tracked and appropriately insured shipping service covering the value of the returned item.
In certain cases, 101 Carat may arrange or provide an appropriate return shipping service. Any applicable cost will be communicated before the return is sent.
If the product is faulty, damaged, incorrect or otherwise non-conforming, reasonable return shipping costs will be covered by 101 Carat where required by applicable law.
4. DAMAGES OR INCORRECT PRODUCTS
Please inspect your order as soon as possible after delivery.
If the product or external packaging shows visible damage, signs of opening or tampering, we recommend:
- taking photographs of the packaging before opening;
- keeping all packaging materials;
- photographing the product and any visible damage;
- notifying the courier where possible;
- contacting us promptly at contact@101carat.com.
Where possible, a courier damage report may help us investigate and resolve the matter more quickly.
The absence of a courier report does not by itself remove your statutory rights in relation to faulty, damaged or non-conforming goods.
5. PRODUCTS MADE TO INDIVIDUAL SPECIFICATIONS
The statutory right of withdrawal may not apply to products that are genuinely made according to the customer's individual specifications or are clearly personalised, as provided by applicable consumer protection law.
This may include, where applicable:
- bespoke jewellery created specifically for the customer;
- individual engraving;
- individually requested design modifications;
- jewellery manufactured to non-standard specifications specifically agreed with the customer;
- other products genuinely created or altered according to individual requirements.
The exception is assessed according to the nature of the individual order.
Selecting only from standard, pre-set options offered as part of our normal product range does not automatically mean that the statutory right of withdrawal is excluded. EUR-Lex
Where a product is not eligible for withdrawal because it is genuinely made to individual specifications or clearly personalised, this will be communicated where applicable before purchase.
6. EARRINGS AND HYGIENE-SENSITIVE PRODUCTS
For health and hygiene reasons, sealed products that are not suitable for return for hygiene reasons may lose their right of withdrawal if the hygiene seal is removed after delivery.
This may include earrings or other jewellery intended for pierced parts of the body where the product has been supplied in appropriate sealed hygiene packaging.
This exception applies only where the conditions required by applicable law are met. EUR-Lex
7. GIFT CARDS
Gift cards are generally non-refundable except where otherwise required by applicable law.
8. FASHION AND DESIGNER ITEMS
Eligible fashion and designer items, including clothing, shoes, bags and accessories, may be returned within the applicable 14-day withdrawal period.
The customer may inspect the product in a manner similar to what would reasonably be possible in a physical store.
Items should be returned with all available:
- original tags;
- labels;
- protective elements;
- boxes;
- dust bags;
- authenticity cards;
- original packaging.
Signs of use beyond reasonable inspection, including wear, washing, stains, perfume, damage or removal of important product components, may result in a deduction reflecting any diminished value where permitted by law.
BrandsGateway products are supplied with original tags and packaging, and their supplier return process also operates on a 14-day basis. BrandsGateway Helpdesk
9. DIAMONDS, GEMSTONES AND CERTIFIED STONES
Loose diamonds, gemstones and other certified stones may be returned within the applicable 14-day withdrawal period unless a legal exception applies.
To preserve their condition and value, returned stones must not have been:
- mounted;
- set into jewellery;
- chipped;
- damaged;
- altered;
- laser treated or otherwise modified after delivery.
The original grading certificate, laboratory report and accompanying documentation should be returned together with the stone.
Missing certificates or packaging may materially affect the value or returnability of a stone. Nivoda, for example, may reject a returned stone where the original grading certificate or required packaging is missing. buyerhelp.nivoda.com
10. CERTIFICATES
Where a diamond, gemstone or other certified stone was supplied with an original grading certificate, the certificate forms an important part of the product.
If the original certificate is missing, destroyed or materially damaged, 101 Carat may deduct a reasonable and documented amount reflecting:
- actual re-certification costs;
- replacement documentation costs; and/or
- any resulting diminished value of the product,
where such deduction is permitted by applicable law.
11. EXCHANGES
We generally process exchanges as a return followed by a new order.
If the original product is eligible for return, you may return it in accordance with this policy and place a separate order for the replacement product.
This approach allows availability, pricing, sizing and delivery information for the new product to be confirmed independently.
12. 14-DAY RIGHT OF WITHDRAWAL
For eligible online purchases delivered within Bulgaria and the European Union, consumers generally have the right to withdraw from the purchase within 14 days without providing a reason, subject to the exceptions provided by applicable law. EUR-Lex
The withdrawal period generally begins on the day on which you, or a third party designated by you other than the courier, receives the goods.
You must inform us of your decision to withdraw within the applicable 14-day period.
After notifying us, you must send the goods back without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw. EUR-Lex
You may contact us at:
This right does not apply where a valid legal exception applies, including certain genuinely personalised or individually manufactured products and certain sealed hygiene-sensitive goods after unsealing.
13. REFUNDS
Once the returned product is received, it will be inspected.
If the return is accepted, the refund will be issued using the original payment method unless otherwise agreed or required by law.
For eligible withdrawals, reimbursement will be made within the legally applicable period.
We may withhold reimbursement until:
- the returned goods have been received; or
- you provide evidence that the goods have been sent back,
whichever occurs first, where permitted by applicable law. EUR-Lex
Where required by law, any amount paid for the least expensive standard delivery option offered at the time of purchase will also be reimbursed.
Additional costs resulting from a customer's choice of premium, express or other enhanced delivery service do not have to be reimbursed beyond the cost of the standard delivery option. EUR-Lex
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.
14. CONTACT
For return requests or questions about the eligibility of a product for return, please contact: