Return & refunds
We at Carreau strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email (support@carreau.co) and our team will assist you as soon as possible.
RETURN POLICY
Not Happy with Your Order
If you would like to return your order, please send us a mail with all the relevant information and we'll get back to you asap. We usually will give you the option for a refund or we'll reship your order.
Please note: Shipping costs are non-refundable.
Damaged Items or Low Quality
If the product is defective or does not work properly, please kindly let us know. For the fastest resolution, please contact us via support@carreau.co including a photograph/ video demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We’ll send you a refund or reship your order as soon as we confirmed the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.
CANCELLATION
Canceling Unshipped-out Orders
If you are canceling your order which has not yet to be shipped out, please contact us via support@carreau.co. For the fastest resolution, please include your order number. Thanks!
Cancelling Shipped-out Order
Orders can usually get canceled within 8 hours but if you are canceling orders when your parcel has already been shipped we won't be able to cancel it, please email us at support@carreau.co as soon as possible and we'll discuss your options.
Incorrect address
If you have entered any incorrect details for your order and it has already been fulfilled and processed from our facility, your order cannot be canceled after this point, as it is already well and truly on it's way to your destination. Once you receive your order, if you still require changes to be made to your order, you will need to contact us so that we may inform you with the next steps in order to return your item(s) for a replacement.
We are not liable for any losses incurred if the customer has provided any incorrect details for their order. CARREAU also reserves the right to not issue a refund on orders never received due to the incorrect details being provided.
Warranty
This warranty only covers manufacturing defects and does not cover:
- Damage caused by accident
- Improper care
- Normal wear and tear
- Break down of colors and materials due to sun exposure
- After-market modifications
- No returns/exchanges for products with water exposure will be accepted.
REFUND POLICY
If you feel the product that you’ve purchased does not show the requirements that you initially had in mind, then you do have the option to request a refund.
Here are the circumstances in which refunds will be granted:
You Can Get A Full Refund
- If the product you’ve purchased arrives damaged.
- If you did not receive your product within 25 business days after the date that your order has been placed.
DAMAGED ITEM / LOW QUALITY
For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed.
We will use this information to help you with your order, and eliminate errors in the future.