Returns & Exchanges
[*For all wholesale purchase returns, please contact directly your sales representative. *All wholesale authorized returns will be subject to a minimum of 25% restocking fee and return freight. All made-to-order wholesale orders are subject to a 50% manufacturer re-stocking fee. *Credit will only be applied on future orders, no cash refund will be issued.] See Wholesale RMA Policy
Carro USA Return & Exchange Policy for *Retail Purchase*
This policy applies to product 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 have a 30-day return, exchange, and refund policy. If you want to return or exchange your purchase, please know that the time period begins the day you receive your product. If 30 days have passed since you received your purchase, unfortunately we cannot offer you a refund or exchange.
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, customer is responsible of all associated shipping costs after the 30-days period.
- Special consideration: we understand that buyer’s remorse is part of life, but it is advisable to consider below factors before purchasing our products. It would prevent a potential 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 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.
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.
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.
An 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 is returned is not in the acceptable condition, we will reserve the right of withholding part of the refund.
