Carat Dream HK ™ is committed to providing a comfortable buying experience for our customers. If you are not satisfied with the quality of our products, as long as you contact us within 24 hours after receiving the items, we will process your return/exchange request.
1. Return & Exchange Conditions:
l All return items must include original packaging, tags, and must be in brand new condition.
l Returns must be made within 24 hours of delivery date.
l Items that have been used, altered, washed or damaged will not be accepted for return or exchange.
2. Non-returnable items:
The following items are non-returnable:
l Personalized or customized items.
l Items marked as final sale.
l Gift cards and vouchers.
3. General Return Process:
l Contact us to initiate a return request.
l Pack the item securely, and include any accessories, tags, and original packaging.
l Ship the item back to us using a trackable shipping method.
4. Return Charge:
The customer is responsible for all shipping charges related to returns or exchanges, unless the item received was damaged or defective.
5. Refunds:
Once your return is received and inspected, we will send you a message to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, a refund will be processed to your original method of payment within 7 business days. The time it takes for the refund to post to your account may vary depending on your bank or credit card company.
6. Order Cancellations:
We are unable to cancel orders once they have been shipped. If you wish to cancel an order that has already been shipped, please initiate a return once you receive the item.
7. Product Damage:
If you receive a damaged or defective item, please contact us within 24 hours of delivery to initiate a return or exchange.
