Refund policy

Thank you for shopping with Arcat Diamonds. Please review our policy regarding returns, refunds, and cancellations below.

1. Pre-Orders & Made-to-Order Pieces (Final Sale)

Because every piece is meticulously handcrafted and made exclusively for the client, all pre-orders and made-to-order items are Final Sale. * These items are non-refundable, non-exchangeable, and cannot be canceled once production has begun.

  • By purchasing a pre-order or made-to-order piece, you acknowledge and agree that the item is created specifically for you and cannot be returned.

2. Ready-to-Ship Items

For items explicitly designated as Ready to Ship, we offer a 14-day return window from the date of delivery.

  • Eligibility: To be eligible for a return, the item must be completely unworn, unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

  • Return Shipping Fees: Return shipping costs are the responsibility of the customer. A flat return shipping and handling fee will be deducted from your final refund amount based on your location:

    • $140 CAD (100 USD) for all orders from all countries

  • Condition Assessment & Restocking Fees: All returned items undergo a strict quality control inspection. If an item is returned damaged, altered, or shows any signs of wear (as determined solely by us), a 20% restocking fee will be applied, or the return may be rejected entirely.

3. How to Start a Return (Ready-to-Ship Only)

To initiate a return for an eligible Ready-to-Ship item, please contact us at info@arcatdiamonds.com.

  • If your return is accepted, we will send you a prepaid return shipping label (the cost of which will be deducted from your refund as outlined above) along with detailed instructions.

  • Important: Items sent back to us without first requesting a return will not be accepted.

4. Damages and Issues

Please inspect your order immediately upon reception. Contact us right away at info@arcatdiamonds.com if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

5. Non-Returnable Items

In addition to made-to-order items, we cannot accept returns on sale items, promotional items, or gift cards.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, the item must be in its original, completely unworn condition with tags and packaging. Standard return shipping fees still apply.

7. Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@arcatdiamonds.com.