I have read Caratix Jewellery reply and…
I have read Caratix Jewellery reply and misleading response to my experience of their products and consequently lack of customer services. The jewellery costing nearly £400 that I purchased was purchased after seeing their Tiktok live. I would like to point out I contacted the company the 11th January 2026 166 days after purchase and within the warranty period being 180 days. I will show proof of this that it was in fact 166 days after purchase. The following is the whatsapp message from the company. hello friend This is the wear and tear that occurs during the wearing process. the item is over half an year. The warranty period has already passed. If you make a purchase next time, we will offer you a 20% discount coupon. Hello dear friend, for this type of metal jewelry, some people can keep and wear it for three or more years, while some others can only wear it for one or two months. This is not an absolute matter. Dear, your order placed in August 2025 has exceeded the 180-day after-sales warranty period. Moreover, the product appears to be damaged by human factors. We cannot guarantee that all customers used the product correctly. However, within the warranty period, if you come to me, I will handle it for you. But we are a responsible brand. I have two solutions for you. 1: You can send the goods back to our factory. You only need to bear 50% of the shipping cost. After receiving the goods, I will inspect them and repair them for you to make them new and send them to you. 2: You only need to pay half of the price. We can directly send you a new product at a loss. 3: You can continue to file a complaint or leave a negative review. We will also provide evidence to prove that it is not our fault. I believe you can see that you are the only customer who has reported this problem. Therefore, our product quality is reliable. But we are a responsible brand. So I am willing to resolve this through a handshake rather than a rude defamation. I would like to know if it is only this product in the picture that has a problem. Dear, I would like to remind you that if you keep spreading negative comments about our brand everywhere, we will not handle this issue beyond the warranty period for you, and we reserve the right to involve lawyers. I hope I can do my best to solve your problem. However, the prerequisite is that you allow us to send new products for orders that are beyond the after-sales period. This would be unfair to us. Our product quality is worthy of this price, and we have many costs - we need labor, materials, and transportation fees. Therefore, the best way I can strive to achieve for you is for everyone to make a compromise and solve this problem peacefully. Please understand. OK, then please do it your way. Since you don't accept it, I will also withdraw my proposal. It's fine if you leave a negative review. We will file an appeal with Trustpilot. Trustpilot will know that your order was not made on our website and that it has exceeded the warranty period. I believe your review will be deleted soon. Everything is in the hands of justice. You can freely exercise your consumer rights, and we will also exercise our merchant rights. We have sufficient evidence to prove that we have exceeded the after-sales period. This is not our irresponsibility; it's because we have a sense of responsibility that we agreed to offer you two options. But you didn't accept them, so I'm sorry. I won't have any more ineffective communication with you. Have a nice day. goodbye If only this was true I have read Caratix Jewellery response to my review and I will like to refute their claims that I had only contacted the company after the 180 days warranty. I did indeed contact the Caratix the company however it was 166 days after my purchase informing them of the defect to the products I had purchased. I have a screen shot of the Tiktok live which Caratix Jewellery are no doubt aware that i was on their live at the time when i asked the lady who was doing the live how i could get a refund as the jewellery was not fit for purpose. She even went as far as demonstrated putting a chain in water showing that it doesnt change colour. Straight after the Tiktok live i also have the written response of Caratix Jewellery via Tiktok messenger attempting to address my complaint after me being on their TikTok live. After refusing to exchange or refund they blocked me on their Tiktok messenger. At that time 11th January 2026 they were claiming even then that the 180 days had passed. Again that was a lie. It was 166 days. Then on the 5th March 2026 I was contacted again via Tiktok messenger advising me they had just returned from their holiday and asked me to go on their whatsapp to sort out my issue with my order where several messages were exchanged. I will send you the full conversation of my response to Caratix.