Refund policy

THE KARAT CULTURE — RETURNS & REFUND POLICY

At The Karat Culture, every piece is curated with intention, craftsmanship, and respect for the purity of gold. We want you to feel confident and delighted with your purchase. If something isn't quite right, we offer returns and exchanges under the conditions outlined below.

1. Change of Mind Returns We offer a 14-day return window from the date your parcel is delivered. Change-of-mind returns will be issued as Store Credit (Digital Gift Card) or an Exchange.

To be eligible for a return:

  • Items must be completely unworn, undamaged, and in their original TKC packaging.
  • Items must be returned in a protective padded mailer or rigid box to prevent damage in transit.
  • Hygiene Exclusion: For safety reasons, earrings cannot be returned or exchanged unless deemed structurally faulty under Australian Consumer Law.
  • Sale, promotional, or bundle items are final sale and not eligible for change-of-mind returns.

2. Mandatory Unboxing Video (No Cuts) To protect both our customers and our brand, all claims of damage, defects, or missing items must be supported by a clear, continuous unboxing video. We recommend recording this for every TKC order as it is required to process any damage or defect claim.

Your video must:

  • Show the sealed parcel before opening.
  • Show the entire unboxing process in one continuous clip (no cuts, no pauses).
  • Clearly display the condition of the item, packaging, and any accessories.

This video is required for:

  • Reporting damaged or faulty items
  • Reporting missing items
  • Requesting a replacement or refund for a major failure

Without this video, TKC cannot process damage or defect claims.

3. Return Shipping Costs

  • Customers are responsible for their own return shipping costs for change-of-mind returns.
  • We strongly recommend using tracked postage, as TKC is not responsible for parcels lost in transit.

4. How to Start a Return

  1. Email our team at thekaratculture@outlook.com with your order number and the item(s) you wish to return.
  2. Once approved, we will provide the TKC return address.
  3. Pack your items securely and send them back via tracked post.
  4. Once your return is received and inspected, your store credit or exchange will be processed within 3–5 business days. Exchanges will be dispatched within 2 business days of approval.

5. Faulty or Damaged Items Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure.

If your item arrives damaged or has a structural manufacturing defect:

  • Email thekaratculture@outlook.com within 14 days of delivery
  • Include your order number
  • Attach clear photos of the issue
  • Attach your continuous unboxing video (no cuts)

We will review your claim and arrange a replacement or refund where applicable.

What is NOT considered a manufacturing fault:

  • Natural wear-and-tear
  • Scratches, dents, or bending from daily use
  • Chain breakage caused by pulling, catching, or sleeping in jewellery
  • Tarnishing or colour changes caused by perfume, sweat, chlorine, saltwater, lotions, or chemical exposure
  • Damage caused by improper storage or handling

Please note: Gold purity pieces (21K–24K) are naturally softer; bending or denting is not considered a defect.

6. Final Sale Items The following items are final sale and are not eligible for change-of-mind returns or exchanges:

  • Sale items
  • Promotional items
  • Bundle items

These items may still be covered under Australian Consumer Law for major failures or manufacturing defects.

7. Questions? If you have any questions about your order or our returns process, please don't hesitate to reach out — we're here to help. 📧 thekaratculture@outlook.com