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This Returns and Refunds Policy explains how returns, refunds, cancellations, faulty items, damaged items, incorrect items, and non-compliant items are handled when you shop with CARATINO.

CARATINO provides eligible customers with a 14-day return window as described in this policy. Where mandatory consumer law provides additional or stronger rights, those rights continue to apply.

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.

Returns at a Glance

1. Return Window and Statutory Withdrawal Rights

1.1 CARATINO provides a 14-calendar-day return window for eligible products, calculated from the date of delivery.

1.2 For consumers in the European Union and in other jurisdictions where a statutory right of withdrawal applies, the 14-day return period includes or operates alongside the applicable statutory withdrawal right.

1.3 In markets where no equivalent statutory withdrawal right applies, the 14-day return period is provided under CARATINO's commercial return policy, subject to this policy and applicable local law.

1.4 Where a statutory withdrawal right applies, the withdrawal period generally begins on the day you, or a person designated by you other than the carrier, receives physical possession of the goods.

1.5 If multiple goods from the same order are delivered separately, the applicable statutory period may be calculated from receipt of the last item where required by law.

1.6 To exercise a statutory right of withdrawal, you must notify CARATINO of your decision before the applicable statutory period expires.

1.7 For a return made under CARATINO's commercial return policy, you should start the return within 14 calendar days after delivery.

1.8 After notifying us of a statutory withdrawal or receiving return instructions under our commercial return policy, the goods must be returned within the applicable period stated by law or in the return instructions.

1.9 Nothing in this policy reduces any longer or additional mandatory consumer rights that may apply in your country of residence.

2. Order Cancellation Before Dispatch

2.1 CARATINO provides a 1-hour cancellation window after an order is placed.

2.2 If you wish to cancel an order, you should contact us as soon as possible and no later than 1 hour after placing the order.

2.3 The 1-hour cancellation window is an operational cancellation service and does not replace or limit any statutory right of withdrawal or other mandatory consumer right that may apply.

2.4 Because CARATINO works with external warehouses, suppliers, distributors, and fulfilment partners, order processing may begin shortly after an order is received.

2.5 We will make reasonable efforts to stop an order where a cancellation request is received within the 1-hour window, but cancellation cannot be guaranteed if fulfilment, packing, transfer to a carrier, or another irreversible processing step has already begun.

2.6 If an order can no longer be cancelled before dispatch, you may still exercise any applicable return or statutory withdrawal rights after receiving the goods.

3. Conditions for Returns

3.1 Unless the return concerns a faulty, damaged, incorrect, counterfeit, or otherwise non-compliant product, returned items should be in substantially the same condition in which they were received and suitable for assessment.

3.2 Where a statutory withdrawal right applies, you may inspect a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to the inspection that would normally be possible in a physical retail environment.

3.3 Products should be returned with all components supplied with them where applicable, including:

• product tags and labels;
• protective films;
• security devices or seals;
• branded or product packaging;
• watch boxes or jewelry boxes;
• sunglasses cases;
• certificates;
• warranty cards;
• manuals;
• spare links;
• straps or accessories;
• dust bags;
• other items originally supplied with the product.

3.4 Products showing additional signs of wear, damage, alteration, or handling beyond what is reasonably necessary for inspection may be subject to a reduction in refund corresponding to the actual diminished value, where permitted by law.

3.5 Examples may include:

• new scratches, dents, marks, stains, or other signs of wear not present when the product was delivered;
• additional wear to watch straps, bracelets, clasps, lenses, frames, jewelry surfaces, or other components;
• removal of protective films where removal was not reasonably necessary for inspection;
• missing tags, certificates, documentation, accessories, links, cases, or packaging;
• altered or removed product identifiers;
• damage caused after delivery;
• resizing, engraving, modification, repair, or alteration;
• handling that materially reduces the product's value.

4. New and Pre-Loved Product Conditions

4.1 CARATINO may offer both new and pre-loved products.

4.2 The condition stated on the relevant product page forms part of the product information for that item.

4.3 CARATINO may use the following condition categories:

• New with tags — unused, with original retail tags attached or included where applicable;
• New without tags — unused, but original retail tags may not be attached or included;
• Pre-loved, Pristine — previously owned with virtually no visible signs of wear;
• Pre-loved, Excellent — minimal signs of previous use and exceptionally well preserved;
• Pre-loved, Very Good — light visible signs of wear consistent with careful previous use;
• Pre-loved, Good — noticeable signs of previous use while remaining functional and presentable;
• Pre-loved, Fair/Worn — clear or significant cosmetic wear consistent with the disclosed condition;
• Pre-loved, Defect — a known defect, damage, missing component, functional issue, or significant cosmetic issue that is specifically disclosed before purchase.

4.4 Condition grades are intended as general classification categories. The specific description and photographs for the individual product should always be reviewed together with the condition grade.

4.5 For pre-loved products, the stated condition grade, product description, disclosed signs of wear, disclosed imperfections, disclosed damage, disclosed missing components, and product photographs form part of the agreed product condition at the time of purchase.

4.6 Signs of previous ownership, use, cosmetic wear, scratches, marks, fading, hardware wear, lens wear, strap wear, packaging differences, or other characteristics that were clearly disclosed before purchase do not by themselves constitute a defect or lack of conformity.

4.7 A product described as Pre-loved, Defect may contain a known issue specifically disclosed before purchase. The disclosed issue forms part of the agreed condition of the product and does not by itself make the product non-compliant.

4.8 Nothing in this section limits your rights if the product materially differs from its stated condition grade, description, photographs, disclosed characteristics, or other information provided before purchase.

5. Returns of Pre-Loved Products

5.1 Pre-loved products remain eligible for CARATINO's applicable 14-day return period and for any mandatory statutory withdrawal rights that apply to the purchase.

5.2 Returning a pre-loved product does not require the product to become equivalent to a new product. Instead, the returned product is assessed against the condition in which it was supplied.

5.3 When a pre-loved product is returned, CARATINO may compare its returned condition with:

• the original condition grade;
• the product description;
• the product photographs;
• documented imperfections or signs of wear;
• serial numbers or reference numbers;
• tags, labels, packaging, certificates, and included accessories;
• other records reasonably used to document the condition at dispatch.

5.4 Pre-existing wear or imperfections that were disclosed before purchase will not be treated as damage caused by the customer.

5.5 Where permitted by law, CARATINO may reduce a refund to reflect additional loss in value caused after delivery by handling, wear, damage, alteration, missing components, or use beyond what is reasonably necessary to inspect the product.

5.6 Examples of additional deterioration may include a new deep scratch, newly damaged hardware, additional lens damage, missing watch links, a missing accessory, alteration, engraving, or another material change that was not present when the product was delivered.

5.7 Nothing in this section limits mandatory rights where a pre-loved product is faulty, counterfeit, materially misdescribed, or otherwise not in conformity with the agreement.

6. Serial Numbers, Product Identifiers, and Authenticity Controls

6.1 CARATINO may record or verify serial numbers, reference numbers, barcodes, product identifiers, tags, packaging identifiers, photographs, or other product-specific information where available.

6.2 Returned products must correspond to the product originally supplied.

6.3 A return may be refused, investigated, or otherwise handled in accordance with applicable law if:

• the returned product is not the product originally supplied;
• a serial number, reference number, identifier, tag, or label has been removed, altered, substituted, or falsified;
• components or accessories have been substituted;
• there are reasonable grounds to suspect product substitution or return fraud.

6.4 Additional rules relating to return abuse and product substitution are set out in our Fair Trade Policy.

7. Products Excluded from Withdrawal Where Permitted by Law

7.1 Certain products may be excluded from a statutory right of withdrawal where an applicable legal exception applies.

7.2 This may include goods made to the customer's specifications or clearly personalized goods, such as products that have been specially engraved, customized, resized, or altered at the customer's request where the applicable legal requirements are satisfied.

7.3 Sealed goods that are not suitable for return for health-protection or hygiene reasons may also be excluded after the seal has been broken where the applicable legal requirements are met.

7.4 Depending on the product and applicable law, this may be relevant to certain earrings, pierced jewelry, or other hygiene-sensitive products.

7.5 An exclusion applies only where permitted by applicable law and does not remove rights relating to faulty, damaged, incorrect, counterfeit, materially misdescribed, or otherwise non-compliant goods.

8. How to Start a Return

8.1 To start a return, use the CARATINO Returns Portal where available or contact us using the details stated in our Contact Information.

8.2 You may be asked to provide information reasonably necessary to identify and process the return, including:

• your order number;
• the email address used for the order;
• the product being returned;
• the reason for the return where relevant;
• photographs or other documentation where the return concerns damage, defects, incorrect goods, authenticity, product condition, or another product issue.

8.3 Return instructions and the applicable return address will be provided through the return process.

8.4 Products must not be returned to an address found on an outbound parcel, supplier document, manufacturer website, or other source unless that address has specifically been provided or approved by CARATINO for the return.

9. Return Shipping Costs

9.1 For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless CARATINO has expressly agreed to cover that cost or applicable law requires otherwise.

9.2 If a product is faulty, damaged, incorrect, counterfeit, materially misdescribed, or otherwise non-compliant, please contact CARATINO before returning the product so that we can assess the matter and provide the appropriate return instructions.

9.3 Where CARATINO is legally responsible for the return costs of a non-compliant product, we will provide an appropriate return solution or reimburse reasonable return costs as required by applicable law.

9.4 Unless CARATINO provides a prepaid return method, we recommend using a tracked and appropriately insured return service, particularly for high-value products.

9.5 You should retain proof of return until the return and refund have been completed.

10. Restocking Fee

10.1 CARATINO does not automatically charge a fixed restocking fee when a consumer validly exercises a mandatory statutory right of withdrawal.

10.2 For statutory withdrawal returns, any permitted reduction is instead based on the actual diminished value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics, and functioning.

10.3 Where CARATINO voluntarily agrees to accept a return that is not covered by a mandatory statutory withdrawal right, CARATINO may charge a restocking fee of 10% of the applicable product price, provided that such a charge is permitted by applicable law and is disclosed as part of the applicable return arrangement.

10.4 This may include a discretionary return accepted outside the ordinary 14-day CARATINO return period or another exceptional return that CARATINO is not legally required to accept.

10.5 A restocking fee will not be used to reduce mandatory rights relating to faulty, damaged, incorrect, counterfeit, materially misdescribed, or otherwise non-compliant goods.

11. Diminished Value

11.1 Where permitted by law, you may be responsible for a reduction in the value of returned goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

11.2 Any deduction for diminished value will be assessed based on the condition of the returned product and the actual loss in value reasonably attributable to the additional handling, use, alteration, damage, or missing components.

11.3 For pre-loved products, diminished value is assessed by comparing the returned product with the condition in which it was originally supplied, rather than comparing it with the condition of a new product.

11.4 Pre-existing wear or imperfections that were disclosed before purchase will not be attributed to the customer.

11.5 The amount of any diminished-value deduction is not automatically fixed at 10%.

11.6 Depending on the circumstances, diminished value may be less than 10%, more than 10%, or zero.

12. Refund Amount

12.1 Where a statutory withdrawal applies, CARATINO will refund the payments required by applicable law.

12.2 Where required by law, this includes the original Standard delivery charge paid for the order.

12.3 If you selected a delivery method that was more expensive than the least expensive Standard delivery method offered by CARATINO, we are not required to refund the additional cost attributable to the more expensive delivery method where applicable law permits this.

12.4 This means that an Express shipping upgrade is generally not fully refundable merely because you later exercise a statutory withdrawal right; the refund of outbound shipping may be limited to the cost of CARATINO's least expensive Standard delivery option where permitted by law.

12.5 For returns made solely under CARATINO's commercial return policy rather than a mandatory statutory right, the refundable amount will be determined by this policy, the applicable return arrangement, and applicable local law.

12.6 Refunds may also be reduced by any lawful diminished-value deduction, applicable restocking fee, or other lawful amount applicable to the return.

13. Refund Timing

13.1 Refunds are issued in accordance with applicable law and normally to the original payment method.

13.2 Where a statutory withdrawal applies, we may withhold reimbursement until we have received the goods back or you have provided evidence of having returned them, whichever occurs first, where permitted by law.

13.3 For other approved returns, CARATINO may process the refund after the returned product has been received and assessed.

13.4 After a refund has been issued by CARATINO, the time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or payment method.

14. Optional Store Credit

14.1 Where offered, you may choose store credit instead of a refund to the original payment method.

14.2 Store credit is optional.

14.3 Where CARATINO offers an additional store-credit bonus, the amount and any specific conditions will be disclosed when the option is offered.

14.4 Choosing store credit does not remove a right to reimbursement to the original payment method where mandatory law gives you that right, unless you freely choose and agree to the alternative after the right has arisen.

15. Damaged, Faulty, Incorrect, Counterfeit, Misdescribed, or Non-Compliant Items

15.1 If you receive a product that you believe is damaged, faulty, incorrect, incomplete, counterfeit, materially different from the stated condition, materially misdescribed, or otherwise not in conformity with your order, contact CARATINO as soon as reasonably possible.

15.2 Contact details are provided in our Contact Information.

15.3 To help us assess the issue, we may request photographs or other relevant documentation showing:

• the product;
• the reported defect, damage, wear, or discrepancy;
• serial numbers or reference numbers where applicable;
• labels or product identifiers;
• packaging;
• included accessories or documentation;
• the outer shipping parcel;
• the shipping label.

15.4 For pre-loved products, we may compare the reported condition with the condition grade, description, photographs, and other condition information provided before purchase.

15.5 Each case will be assessed individually and an appropriate remedy will be provided in accordance with applicable law.

15.6 Nothing in this policy limits statutory rights relating to defective, counterfeit, materially misdescribed, or otherwise non-compliant goods.

16. Missing Components or Partial Orders

16.1 CARATINO may fulfil an order from multiple warehouses or fulfilment partners.

16.2 Products from the same order may therefore be shipped separately and arrive on different dates.

16.3 Before reporting an item as missing, please check the tracking information and any separate shipment notifications associated with the order.

16.4 If all expected parcels have been delivered and an item is still missing, please contact us.

17. Exchanges

17.1 CARATINO does not currently offer direct exchanges unless explicitly stated otherwise.

17.2 If you would like a different size, colour, model, style, condition grade, or product, please return the original product in accordance with this policy and place a new order.

18. Refused and Uncollected Deliveries

18.1 Refusing delivery or failing to collect a parcel does not necessarily constitute a valid notification that you are exercising a statutory right of withdrawal.

18.2 If you wish to withdraw from or return an order, you should notify CARATINO clearly in accordance with this policy.

18.3 Where a parcel is returned because delivery was refused, the parcel was not collected, or incorrect or incomplete delivery information was provided, reasonable costs incurred as a result may be handled in accordance with applicable law and our Shipping Policy.

19. Return Abuse and Fraud Prevention

19.1 CARATINO may review return activity where there are reasonable indications of fraud, product substitution, misuse, false claims, abnormal return patterns, condition manipulation, or other abuse.

19.2 For new and pre-loved products, CARATINO may use product photographs, serial numbers, reference numbers, condition records, tags, identifiers, packaging information, and other reasonable documentation when assessing whether the returned product corresponds to the product originally supplied and whether its condition has materially changed.

19.3 Any such review will be conducted subject to applicable consumer law and our Fair Trade Policy.

19.4 Nothing in this section limits legitimate statutory consumer rights.

20. Related Information

For processing, dispatch, tracking, customs, and delivery rules, see our Shipping Policy.

For countries served, Standard and Express shipping fees, free-shipping thresholds, and estimated delivery times, see our Country List.

For the wider contractual terms governing purchases from CARATINO, including product condition and authenticity, see our Terms of Service.

For rules concerning fair use of returns, product substitution, and misuse prevention, see our Fair Trade Policy.

For customer-support and current contact details, see our Contact Information.

Updated at: 04 OCT 2026