Returns policy

Important information on returns & refunds

• We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request and complete a return in order to get a refund. Any item(s) returned after this period will not be refunded and may not be sent back to you unless a fee is paid. 
• Your item(s) must be in the same condition as received, unopened and unused with all of its original packaging.
  
• Return shipping costs are the customer's responsibility. You will need to purchase and print your own label. The cost of a return label may vary from the shipping cost paid at checkout.
• All returned items must be shipped with valid tracking. We may ask for your tracking number. This helps us ensure the items are properly received and processed.
  
• Returns may need to be sent to a different address than that listed on our site.
• Items sent back to us without first requesting a return will not be accepted. If an item that does not meet our criteria is returned and you wish to have it sent back to you, shipping costs will apply.
  
• We refund the cost of returned items but do not refund shipping costs, except in cases where the item is damaged or faulty.
• Due to the way our order-processing system works, orders cannot be cancelled or changed after they've been placed. Please make sure all order details are accurate when checking out. You will be able to return the item(s) to us if needed. 
• CARLUMO reserves the right to decline returns that do not meet our criteria.
• CARLUMO reserves the right to cancel any order flagged as fraudulent, containing items that are out of stock or due to technical issues.
• CARLUMO is not responsible for any products damaged or lost during shipping. If this is the case, you may need to file a claim with the courier. 
• CARLUMO reserves the right to modify this policy at any time without prior notice. 

Can I return items?

• Yes. Shipping costs for returns are the customer's responsibility. You have 14 days to return an item. All items returned must be unopened, unused and have all of their original packaging.
• Please see our Returns policy for more information. If you'd like to start a return please contact us.

How can I start a return?

• If you'd like to start a return, contact us at help@carlumo.com.

My item is damaged or wrong, what can I do?

• Please inspect your order upon receipt and contact us immediately if it is defective, damaged or incorrect, so we can evaluate the issue and make it right.
• Please keep all goods and packaging. You may be asked to provide pictures and information relating to your order.
  

Is there anything I can't return?

• Unfortunately, we cannot accept returns on sale items or gift cards.

Can I swap my item if I change my mind?

• We do not offer exchanges on our products. However, you can return the item(s) to us for a refund.

What happens once I've returned an item for a refund?

• Once we receive your return, we aim to process it within 7 days. We'll notify you once we've received it and let you know whether the refund has been approved. If approved, the purchase price of the item(s), excluding shipping costs, will be automatically refunded to your original payment method within 10 business days.
• Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since your return was approved, please contact us at help@carlumo.com.

I need more help, what can I do? 

• If you need any more help or have a question please contact us.