Shipment protection for loss or theft
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Returns &
Exchanges
At Carlstone, your satisfaction comes first. If your purchase doesn’t meet your expectations, we’ll make it right.
Eligibility
We accept returns under the following conditions: The item must be unused and in the same condition as when you received it. The product must be returned in its original packaging. A return request must be submitted within 14 days of the purchase date.
Process
To start a return, please contact our customer service team at info@carlstoneofficial.com. Provide your order number and the reason for your return, and we will guide you through the process.
Shipping
You will be responsible for the shipping costs for returning your item, unless the return is due to a damaged or defective product. In such cases, we will cover the return shipping costs.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-14 business days, and a credit will automatically be applied to your original payment method.
Exchanges
We replace items only if they are defective or damaged. If you need to exchange a product for the same item, please contact us. Once the defective item is returned, we will ship out a replacement as soon as possible.
Non-Returnable Items
Custom or personalized products.
Clearance or final sale items.
Gift cards.
If you have any questions about our return or exchange policy, feel free to reach out to us