Returns & Exchanges

 

[*For all wholesale purchase returns, please contact your sales representative directly. All authorized wholesale returns are subject to a minimum 25% restocking fee and return freight charges. All custom wholesale orders are subject to a 50% manufacturer restocking fee and return freight charges. Credits will be applied toward future orders only; no cash refunds will be issued.] See Wholesale RMA Policy

Carro USA Return & Exchange Policy for *Retail Purchase*

This policy applies exclusively to products purchased directly from CarroUSA.com.

The general return policy applies to all products except special products and clearance items.
Please contact us to obtain an RMA authorization to request a return:
email: cs@carrohome.com | Tel: 888-253-2374

We provide a 30-day return, exchange, and refund policy. The return period starts on the day the product is delivered to you. After 30 days from the date of receipt, returns or exchanges can no longer be accepted.

ITEMS ELIGIBLE FOR RETURN AND EXCHANGE (Items must meet all these requirements):

• Within 30 days of receiving your order.
• In original condition: resalable, unused, or undamaged and in the original packaging.
• Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched, or missing major contents may be denied a return.
• In case of Buyer’s Remorse, the customer is responsible for all associated shipping costs after the 30-day period.
• Special consideration: we understand that buyer’s remorse is part of life, but it is advisable to consider the below factors before purchasing our products. It would prevent a potentially lengthy and tedious return process:

• Check the electrical wiring in your home. Some of our products may require more updated electrical wiring.
• Consider if the style of your home will match the product you’re purchasing.

FINAL SALE AND NONRETURNABLE ITEMS:
All Final Sale merchandise or Open-Box sale items cannot be returned. Other nonreturnable purchases include custom orders, personalized orders, and the aforementioned non-resalable items.

HOW TO RETURN AN ITEM:
If your order has a problem, please contact us by email or through the contact page. DO NOT ship back products without an RMA authorization through the return process. We can resolve most of the issues if you contact us directly.
An RMA number is required from us for all approved returns.  We will not accept any returns without an RMA number.
Orders received with incorrect or defective products also require RMA authorization.

The customer is responsible for all associated shipping costs unless products are defective or incorrect. Any incurred shipping costs will be deducted from the refund amount.
Our refund policy is only applicable to successful returns. When completing the physical or online Return/Exchange Form, you may choose to be refunded via your original payment method.

INSTALLED OR USED PRODUCTS:
Items that have been installed, used, damaged, or altered in any way are not eligible for return or exchange. We reserve the right to inspect and determine the condition of all returned items before issuing any refund.

RETURN WINDOW AFTER LABEL ISSUANCE:
Once a return shipping label has been issued, customers must ship the return within 15 calendar days.
Returns that are not shipped within this 15-day window will be automatically canceled, and the RMA authorization will expire.
Customers may request a new return authorization within the valid return period if the initial one has expired.

REFUND METHOD AND TIMING:
With a few exceptions, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a week. Please allow for a period of up to 14 days for us to process the refund. If you prefer, you can make an exchange for the same item. Please call us at 1-888-253-2374 with your order number handy, and we'll be happy to send you a replacement.

For returns by mail, once we receive your return, we will process the refund within 7–10 business days. Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account.

A returned item must be in its original condition. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If an item that is returned is not in the acceptable condition, we will reserve the right to withhold part of the refund.