Fair Trade Policy

At CARATINO, our goal is to provide a modern, reliable, and customer-friendly shopping experience built on transparency, good faith, fair conduct, and responsible trade relations.

This Fair Trade Policy explains the standards of conduct we expect when customers use CARATINO websites and online services, place orders, communicate with us, use our return and refund process, participate in promotions, or interact with services connected to CARATINO.

This policy also helps protect our customers, employees, external partners, suppliers, fulfilment partners, shipping providers, payment providers, technology providers, and other parties involved in operating the webshop.

CARATINO is a brand owned and operated by Luxx Commerce ApS.

This policy should be read together with our Terms of Service, Refunds and Returns, Shipping Policy, Privacy Policy, Country List, and Contact Information.

Nothing in this Fair Trade Policy limits any mandatory consumer rights that apply under applicable law, including statutory withdrawal rights, refund rights, product-conformity rights, or rights relating to faulty, damaged, incorrect, counterfeit, materially misdescribed, or otherwise non-compliant goods.

1. Purpose of This Policy

The purpose of this Fair Trade Policy is to support a fair and secure shopping environment for everyone involved in the CARATINO customer journey.

A fair shopping environment depends on both CARATINO and our customers acting honestly, reasonably, and in good faith.

genuine customers shopping in good faith;
CARATINO customer-support and operations staff;
brands, suppliers, and fulfilment partners;
shipping and delivery providers;
payment providers and fraud-prevention partners;
technology, platform, and service providers;
other external partners who help us operate the webshop.

2. Customer Responsibilities

When using the CARATINO webshop, placing orders, communicating with us, or using our customer-service processes, customers must:

provide accurate and complete information when placing an order or contacting us;
use the webshop for genuine personal shopping purposes, unless otherwise agreed by us in writing;
communicate respectfully with our customer-support team;
avoid threats, harassment, abusive behaviour, intimidation, or undue pressure toward CARATINO staff or external partners;
use discount codes, promotions, gifts, store credit, and compensation offers only as intended;
use the return and refund process honestly and in accordance with our Refunds and Returns;
provide truthful information concerning product condition, wear, defects, damage, authenticity, missing components, delivery, or other product issues;
avoid submitting false, misleading, altered, or fraudulent information in connection with orders, returns, refunds, delivery claims, payments, promotions, authenticity claims, condition claims, or customer-support requests;
avoid behaviour intended to deceive, mislead, defraud, manipulate, or unlawfully disadvantage CARATINO, our customers, external partners, suppliers, fulfilment partners, shipping providers, payment providers, or technology providers;
act in good faith when using the webshop, placing orders, communicating with us, and using our policies and services.

3. New and Pre-Loved Products

CARATINO may offer both new and pre-loved products.

For pre-loved products, the stated condition grade, product description, disclosed signs of wear, disclosed imperfections, disclosed damage, missing components, and product photographs form part of the product information for the individual item.

Pre-existing signs of wear or imperfections that were clearly disclosed before purchase do not by themselves constitute damage caused by CARATINO, a defect, or a lack of conformity.

Customers must not knowingly misrepresent disclosed pre-existing wear, imperfections, missing components, or other condition characteristics as new damage or as an undisclosed defect.

Nothing in this section limits a customer's rights where a product materially differs from its stated condition grade, description, photographs, disclosed characteristics, or other information provided before purchase.

4. Examples of Conduct That May Violate This Policy

Examples of conduct that may violate this Fair Trade Policy include:

excessive, abnormal, or repeated purchasing and return patterns that indicate misuse of the return process;
repeatedly ordering jewelry, watches, sunglasses, accessories, or other products primarily for temporary use, photography, content creation, events, styling, commercial use, or other non-genuine shopping purposes and then returning them as ordinary consumer returns;
returning new products that have been worn, used, scratched, altered, damaged, resized, engraved, stained, incomplete, or handled beyond what is reasonably necessary to inspect them;
returning pre-loved products in a materially worse condition than the condition in which they were supplied;
causing new scratches, damage, wear, stains, dents, lens damage, hardware damage, strap wear, missing components, or other deterioration to a pre-loved product and presenting that deterioration as pre-existing;
falsely claiming that disclosed pre-existing wear, imperfections, damage, missing accessories, packaging differences, or other condition characteristics were undisclosed or occurred after delivery;
manipulating, altering, concealing, or misrepresenting a product's condition in connection with a return, refund request, chargeback, payment dispute, authenticity claim, or customer-support request;
removing, replacing, damaging, or altering product tags, protective films, security devices, labels, serial-number information, authenticity identifiers, packaging, certificates, accessories, or other items supplied with the product;
returning earrings, pierced jewelry, or other products subject to hygiene-related return restrictions after applicable seals or protective measures have been removed, where such restrictions are permitted by law;
misrepresenting yourself as a consumer where the purchase is mainly made for resale, marketing, business use, or other commercial purposes;
using multiple accounts, names, email addresses, delivery addresses, billing addresses, payment methods, or other methods to bypass limits, declined orders, fraud checks, or policy decisions;
manipulating or misusing discount codes, promotional campaigns, compensation processes, gifts, or store credit;
making false or misleading claims about missing, damaged, incorrect, defective, counterfeit, materially misdescribed, delayed, or undelivered items;
swapping, removing, altering, or falsifying serial numbers, reference numbers, product identifiers, barcodes, labels, certificates, packaging, return labels, return documents, or shipping documents;
returning a different item than the item originally purchased;
substituting genuine products, components, watch straps, cases, accessories, packaging, certificates, spare links, dust bags, or other included items with different items;
submitting chargebacks, payment disputes, delivery claims, authenticity claims, condition claims, or refund requests in bad faith;
attempting to interfere with or misuse the systems of CARATINO, Shopify, payment providers, shipping providers, fulfilment partners, fraud-prevention tools, or other external partners;
threatening, harassing, abusing, or applying undue pressure to CARATINO staff, customer-support representatives, delivery providers, or external partners.

The examples above are not exhaustive. We may also review other conduct that appears inconsistent with fair, honest, and lawful use of the webshop or our policies.

5. Fair Use of Returns and Refunds

CARATINO respects customers' statutory rights, including the right of withdrawal where applicable, and CARATINO's commercial return rights as described in our Refunds and Returns.

However, the return and refund process must be used in good faith. It must not be used for temporary use, wearing products for events or content creation, excessive product testing, repeated commercial use, false claims, product substitution, condition manipulation, tag or identifier swapping, or other behaviour inconsistent with ordinary consumer returns.

CARATINO may review return and refund activity where we identify unusual, excessive, inconsistent, or potentially abusive patterns.

repeated high-value returns;
repeated returns of new products that have been worn, used, scratched, altered, damaged, resized, stained, incomplete, or otherwise handled beyond what is reasonably necessary for inspection;
repeated returns of pre-loved products showing additional deterioration beyond the documented condition at dispatch;
repeated claims that disclosed pre-existing wear or imperfections were caused after delivery;
repeated returns with missing original accessories, certificates, tags, documentation, protective materials, cases, boxes, spare links, dust bags, or other items originally supplied with the product;
repeated claims involving missing, damaged, incorrect, defective, counterfeit, materially misdescribed, or non-delivered items;
repeated refused shipments or uncollected parcels;
repeated failed deliveries caused by incomplete or inaccurate customer information;
activity suggesting temporary use, product substitution, identifier swapping, condition manipulation, false claims, or misuse of the return process.

Where permitted by law, CARATINO may reject a return, reduce a refund, require additional documentation, limit future orders, or take other reasonable and proportionate steps if we determine that a return or refund request is inconsistent with our Refunds and Returns, this Fair Trade Policy, or applicable law.

Nothing in this section limits mandatory consumer rights relating to statutory withdrawal, faulty goods, damaged goods, incorrect goods, counterfeit goods, materially misdescribed goods, or other non-compliant goods.

6. Product Condition and Return Assessment

CARATINO may document the condition of products before or at the time of dispatch where reasonably necessary for product identification, quality control, return handling, fraud prevention, or dispute resolution.

Depending on the product, this may include:

condition grades;
product photographs;
descriptions of wear, scratches, marks, damage, or imperfections;
serial numbers and reference numbers;
tags and labels;
certificates and documentation;
packaging and cases;
included accessories;
spare links, straps, dust bags, or other components;
other reasonable records of the condition in which the product was supplied.

When a product is returned, CARATINO may compare the returned item with the condition in which it was supplied.

For pre-loved products, this comparison is made against the disclosed pre-sale condition of that specific product rather than against the condition of a new product.

Disclosed pre-existing wear or imperfections will not be treated as deterioration caused by the customer.

Additional deterioration, missing components, alterations, substitutions, or other changes occurring after delivery may be taken into account where permitted by law and in accordance with our Refunds and Returns.

7. Fair Use of Promotions, Discounts, and Store Credit

Promotions, discount codes, gifts, store credit, and similar offers are intended for genuine customer use in accordance with the terms of the offer.

Customers must not misuse, manipulate, automate, resell, duplicate, or exploit promotional benefits in a way that is inconsistent with the purpose of the offer.

Examples of misuse may include:

creating multiple accounts to obtain repeated discounts;
using false information to obtain benefits;
manipulating referral, reward, or promotional systems;
placing false or artificial orders to trigger compensation, gifts, discounts, or store credit;
using discount codes or promotional offers in a way that is clearly unintended or abusive.

CARATINO may cancel, reject, adjust, or remove promotional benefits where we reasonably believe they have been misused, unless otherwise required by applicable law.

8. Order Review, Refusal, or Cancellation

CARATINO may review, refuse, cancel, limit, or hold an order where we have reasonable grounds to believe that:

the order may involve fraud, misuse, abuse, or unlawful activity;
the customer has provided false, incomplete, inconsistent, or unverifiable information;
payment, billing, delivery, or identity information cannot be verified;
the order appears inconsistent with genuine personal shopping use;
the order presents an unusual fraud, payment, delivery, customs, or resale risk;
the customer has violated this Fair Trade Policy, our Terms of Service, or other applicable policies;
accepting or fulfilling the order would create unreasonable operational, legal, financial, security, fraud, customs, delivery, or partner-related risk.

A binding purchase agreement is formed only as described in our Terms of Service.

If an order is cancelled before fulfilment, any captured payment for the cancelled order will be refunded in accordance with the applicable payment-provider process, unless otherwise permitted or required by law.

9. External Partners and Service Providers

CARATINO works with external partners and service providers to operate the webshop and fulfil customer orders. These may include, for example:

Shopify and other technology providers;
payment providers;
fraud-prevention and risk-screening tools;
brands, suppliers, and distributors;
fulfilment and warehouse partners;
international shipping and delivery providers;
customs and logistics service providers;
customer-support systems;
analytics and marketing providers;
return-management systems.

Depending on the product and destination, orders may be fulfilled by different warehouses or fulfilment partners and may be shipped in separate parcels.

Country availability, public shipping rates, free-shipping thresholds, and estimated delivery times are governed by our Country List.

Customers must not misuse, manipulate, interfere with, or submit false information to systems, processes, or services operated by CARATINO or by external partners acting in connection with CARATINO orders, returns, refunds, payments, deliveries, customs processing, or customer support.

We may share relevant information with external partners where necessary to process orders, prevent fraud, investigate claims, handle delivery issues, manage returns, comply with law, enforce our policies, or protect the rights and safety of customers, CARATINO, and our partners. Personal data is handled in accordance with our Privacy Policy.

10. Use of Review Tools and Personal Data

CARATINO may use manual checks and automated tools to help identify unusual order, payment, delivery, return, refund, promotional, account, or customer-support activity.

These tools may consider information such as:

order frequency;
order value;
order composition;
payment activity;
delivery activity;
return and refund history;
product-condition discrepancies;
account activity;
use of promotions or discount codes;
chargeback or payment-dispute activity;
indicators of fraud, abuse, or misuse.

Automated tools may help flag activity for review. Where required by applicable law, decisions that materially affect an order, account, return, refund, or customer relationship will include appropriate human review.

Personal data is processed in accordance with our Privacy Policy. Privacy-related contact information is available in our Contact Information.

11. Non-Discrimination

Policy reviews and decisions are based on relevant, objective, and non-discriminatory criteria connected to order activity, account activity, payment risk, delivery risk, return behaviour, product-condition discrepancies, fraud prevention, promotion misuse, and policy compliance.

CARATINO does not make decisions under this policy based on protected characteristics or irrelevant personal attributes.

12. Circumvention

If CARATINO notifies a customer that an order, account, return, refund, promotional benefit, or future purchase has been limited, declined, cancelled, or restricted under this policy, attempts to bypass that decision may constitute a separate violation.

This may include using another name, account, email address, delivery address, billing address, payment method, device, or other method to circumvent a decision.

13. Consequences of Policy Violations

Where CARATINO reasonably determines that this Fair Trade Policy has been violated, we may take proportionate action, where permitted by law.

This may include:

requesting additional information or documentation;
requesting additional product-condition photographs or evidence where relevant;
delaying fulfilment while a review is carried out;
cancelling or refusing an order;
rejecting or reducing a refund where legally permitted;
refusing a return that does not meet our return conditions where legally permitted;
removing or cancelling promotional benefits, discount codes, store credit, or gifts obtained through misuse;
limiting access to certain services;
limiting or refusing future orders;
reporting suspected fraud, abuse, or unlawful activity to relevant payment providers, delivery providers, platforms, authorities, or other relevant parties.

Nothing in this section limits mandatory consumer rights that apply under applicable law.

14. If You Believe a Decision Is Incorrect

If you believe a decision has been made in error, please contact us using the details provided in our Contact Information.

Please include relevant information such as your order number, the email address used at checkout, and a clear explanation of why you believe the decision should be reviewed.

Where the matter concerns product condition, you may also provide photographs or other relevant information showing why you believe the product condition, return assessment, or decision should be reconsidered.

Customer-service availability and current contact details are stated in our Contact Information.

Updated at: 04 OCT 2026

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