Return & Refund Policy
Cancellation
If a customer wishes to cancel their order, they must notify us within 24 hours of placing the order. We start processing orders immediately, and cancellations made after 24 hours will incur a 20% cancellation fee to cover restocking and labor costs.
This fee is necessary to account for the time and resources already invested in processing your order. We appreciate your understanding and cooperation.
Return & Refund Policy
We have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to show the order number with confirmation email or proof of purchase.
You can always contact us for any return question at support@thealteredcarbon.com.
As the ring is custom made as per your ring size and diamond and gold option, any return unrelated to manufacturing quality will have 20% restocking fees for moissanite & 30% restocking fees for CVD jewelry items. This fee covers the labor required to resize and polish the returned piece. If the returned piece requires extensive cleaning or repair (or are in any other condition that prevents resale) we will charge a higher restocking fee, depending on the amount of repair work that’s required.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The Following items can't be returned or exchanges
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns or exchanges for:
- Custom or personalized orders
- Eternity Bands made to order
- Any physical damage on the product
If a customer wishes to exchange their ring, a restocking fee of 20% will be deducted from the original purchase amount. The remaining balance will be applied towards the new purchase. Any price difference for the exchange will also be charged to the customer.
[Note: Percentage may vary if the gold prices or stone prices increases or decreases].
This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases, and the credit is limited to one exchange per piece.
Please contact us before you send your jewelry back, so we can be sure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend that you insure your package and send it in a traceable courier, we are not responsible for items lost in the mail.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Frequently Asked Questions About Our Jewelry Warranty
Does The Altered Carbon offer a lifetime jewelry warranty?
Yes. The Altered Carbon provides a Lifetime Manufacturing Warranty on its jewelry, subject to the warranty conditions and exclusions.
What does the lifetime jewelry warranty cover?
The warranty covers qualifying manufacturing defects, including certain structural craftsmanship issues, loose or weakened prongs caused by manufacturing defects, and stones dislodging because of setting faults.
Does the warranty cover normal wear and tear?
No. Normal wear and tear, including scratches, dents, surface wear and naturally worn metal, isn't covered under the manufacturing warranty.
Does the warranty cover accidental damage?
No. Accidental damage, mishandling and improper use aren't covered under the Lifetime Manufacturing Warranty.
Does the warranty cover a lost diamond?
No. Lost or stolen jewelry isn't covered by the warranty.
Does a third-party repair affect my warranty?
Yes. Your current policy states that repairs or modifications carried out by a third party void the warranty.
How do I make a warranty claim?
Contact The Altered Carbon at support@thealteredcarbon.com with your order details. The team will assess the concern and provide instructions for the next steps.
Is there a fee for covered warranty repairs?
No. If the issue is determined to be a manufacturing defect covered under our Lifetime Manufacturing Warranty, the repair will be completed at no cost. Customers are responsible for shipping the item to The Altered Carbon for inspection and repair.
