Returns

Important Notice

Please read our return policy carefully. No exceptions will be made, as you agree to these terms at the time of purchase.

Returning a Product

Timeframe
You have 30 days after receiving your product to request a return.
Unfortunately, if more than 30 days have passed, we are unable to offer a refund or exchange.

Conditions
Returned items must be:

Unused
In their original packaging
In the same condition as received

For products where hygiene is important, the item must be thoroughly cleaned before starting the return process.

30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on eligible purchases. If you are not satisfied with your product, you may request a return within 30 days of receiving your order.

Please note that the Money-Back Guarantee is conditional upon the item being returned to us and meeting the return requirements outlined in this policy.

To be eligible for a refund under this guarantee, the item must:

Be returned within 30 days of delivery
Be unused
Be in its original packaging
Be in the same condition as received

Refunds will only be issued after the returned item has been received and inspected.

Items that do not meet these conditions, or that fall under the non-returnable hygiene exceptions listed below, are not eligible for the 30-Day Money-Back Guarantee.

Damage Due to Personal Use

We are not responsible for damage caused by:

Misuse
Negligence
Improper handling

Only manufacturing defects are covered under our return policy.

Exceptions

For hygiene reasons, certain products cannot be returned, such as:

Underwear
Lingerie
Other sealed hygiene items (once opened)

How to Start the Return Process

To request a return, please email us at support@carterandrowe.com with the following details:

Your order number
The reason for the return
A photo of the item, in case of damage
Your contact information

Refund

Procedure
Once we receive and inspect your return, you will be notified via email of the:

Approval or rejection of your refund request

If approved, your refund will be processed within 30 days and applied to your original payment method.

Delayed or Missing Refunds

If you have not received your refund after 30 days:

Double-check your bank or card account
If the issue persists, contact us at support@carterandrowe.com

Return Costs

Return shipping costs are the responsibility of the customer
Returned shipment must use a trackable shipping method
We are not responsible for returns that are lost in transit

Return address:
Returns must be sent to Asia.

Shipping costs can be anywhere between $30-$40 depending on the product and are at the customer's expense.

Exceptions – Defective or Incorrect Products

If you receive a defective or incorrect item:

We will send you a replacement at no cost
If the issue repeats on the second delivery, you will receive a full refund

Order Cancellation

Once an order has been placed, it is not possible to cancel or modify it.

This is because our fulfillment system is fully synchronized with our warehouse partners. The moment an order is confirmed, it is automatically transmitted to our logistics network for processing, packaging, and dispatch preparation.

Once this process has started, the order cannot be interrupted or reversed manually.

We understand this may be inconvenient, but this system ensures that all inventory and tracking information remain accurate and traceable throughout the entire fulfillment process.

Questions?

For any further information or questions about our return policy, feel free to contact us at:
support@carterandrowe.com