Refund policy

 

Each Carthys creation is composed in solid 18K gold and issued with intention. As a House working through made-to-order production and controlled release, returns for change of mind are not accepted. Where a piece arrives defective, damaged, or incorrect, it will be reviewed with precision and resolved accordingly.

1. Made-to-order nature

Most Carthys pieces are crafted upon order. For this reason, we do not accept returns, exchanges, or refunds for:

  • change of mind
  • incorrect size selected at checkout
  • personal preference after delivery
  • pieces made to special order, custom specification, or engraving request
  • pieces that have been worn, altered, resized by a third party, or damaged after delivery

2. Order cancellation

An order may be cancelled only before production begins.

Once production has started, including sourcing, casting, fabrication, finishing, engraving, sizing, or any piece-specific preparation, the order becomes final and non-cancellable.

3. If your order arrives damaged, defective, or incorrect

If your piece arrives damaged, defective, or not in accordance with the order you confirmed, please contact us within 7 days of delivery at admin@carthys.co.

Please include:

  • your order number
  • the piece name
  • the serial number, if issued
  • clear photographs of the item and packaging
  • a brief description of the issue

After review, Carthys will provide the appropriate remedy in line with the nature of the issue and applicable consumer protections. This may include:

  • repair
  • replacement
  • or refund

4. Condition for review

To be eligible for review, the piece must be returned in the condition in which it was received, together with its packaging, certificate, and any accompanying materials, unless the nature of the defect makes this impossible.

5. Refund method

Where a refund is approved, it will be returned to the original payment method used for purchase.

If the issue is confirmed as a Carthys error, confirmed defect, or non-conformity, original shipping charges paid to Carthys will also be refunded where applicable.

6. Non-returnable items

The following are not eligible for return or refund unless faulty or incorrect upon delivery:

  • made-to-order pieces
  • custom-sized pieces
  • engraved or personalized pieces
  • pieces altered at the client’s request
  • gift cards, if offered
  • pieces showing signs of wear, misuse, accidental damage, or unauthorized repair

7. Natural characteristics and minor variation

Because each Carthys piece is handled through a crafted process, slight variations in finish, weight, or handmade detail may occur. Such variations are part of the character of the object and are not considered defects, provided the piece conforms to the order and description.

8. Repairs

Requests relating to wear, accidental damage, resizing, or care after delivery may fall under our repair service rather than our return policy. Where possible, Carthys will review the piece and advise on available repair options and fees.

9. Rights preserved

Nothing in this policy limits any rights that apply to you under the laws in force in the United Arab Emirates.