Refund policy

Last updated: October 2, 2026

We want you to love every piece you buy from CARTICER. If something isn't right, we offer a 30-day return policy: you have 30 days after your item arrives to request a return or exchange.

Eligibility

  • Items must be unworn, unused and in the same condition you received them.
  • Items must be returned in their original packaging, with all tags, pouches, boxes and accessories included.
  • You will need your order number or proof of purchase.

Non-returnable items

  • Custom, personalised or made-to-order pieces (name pendants, custom chains, custom grillz, engraved items).
  • Grillz that have been molded, fitted or worn, for hygiene reasons.
  • Earrings, for hygiene reasons, unless they arrive damaged or defective.
  • Gift cards and items bought on final sale.

How to start a return

  1. Email us at support@carticer.com with your order number, the item(s) you want to return and the reason.
  2. We will reply within 24–48 hours with return instructions and the return address.
  3. Pack the item securely and ship it using a trackable service. Items sent back without first requesting a return will not be accepted.

Unless the item arrived damaged, defective or incorrect, return shipping costs are the customer's responsibility, and original shipping fees are non-refundable. We recommend using a tracked, insured service, since we cannot be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 5–10 business days; your bank or card issuer may take a little longer to post it. Items returned used, worn, damaged or incomplete may be refused or receive a partial refund.

If 15 business days have passed since your refund was approved and you still haven't received it, contact us at support@carticer.com.

Exchanges

Need a different size, length or color? The fastest way is to return the original item and place a new order for the one you want once the return is accepted. Size exchanges are free for one exchange per order (we cover the shipping of the replacement).

Damaged, defective or wrong items

Please inspect your order as soon as it arrives. If an item is damaged, defective or not what you ordered, email support@carticer.com within 7 days of delivery with your order number and clear photos or a video. We will send a free replacement or issue a full refund, including shipping.

1-year warranty

Every CARTICER piece includes a 1-year warranty against manufacturing defects, such as stones falling out under normal wear, clasp failure or a faulty watch movement. The warranty does not cover normal wear and tear, scratches, loss, theft, accidental damage, or damage from water, chemicals, perfume, chlorine or improper care. To make a warranty claim, email support@carticer.com with your order number and photos. We will repair or replace the item at our discretion.

Order changes and cancellations

Orders can be changed or cancelled within 12 hours of being placed, as long as they have not shipped yet. Custom pieces cannot be cancelled once production has started.

Chargebacks

Please contact us before opening a dispute with your bank or payment provider. We resolve almost every issue quickly by email, and chargebacks slow everything down for both sides.

Contact

Questions about returns? Email support@carticer.com. We reply within 24 hours, 7 days a week.