RETURNS & REFUNDS

Even when something goes wrong with your order, we are here to help!

RETURNS

1.1 FAULTY ITEM DELIVERED

Providing customers with quality products is our priority. If you receive a faulty product, contact us so we can fix it!

To qualify for a replacement, please:

• Contact us through the contact form and describe the issue within 14 days of delivery.
• Include pictures of the product and the box, ensuring the damage is visible.
• Provide your order number in the email.

Note: Damaged packages during delivery do not qualify for a refund or replacement.

If you meet these requirements, we will send you a free replacement. You do not need to return the faulty product.

1.2 PRODUCT NOT DELIVERED

If you have not received your order within 20 days, please contact us as soon as possible so we can investigate the issue.

• Initial Investigation: Once you contact us, we will begin an investigation to track your order.
• Replacement Eligibility: If we confirm that the order has not been delivered after 30 days from the shipping date, you will be eligible for a free replacement.
• Correct Shipping Information: Please ensure that the shipping information provided at the time of purchase is correct. We are not responsible for delays or non-delivery due to incorrect shipping information.
• Unclaimed Packages: Replacements do not apply if the item was returned to us because it was not picked up from the carrier by the customer. In such cases, we can resend the package, but the customer will need to cover the additional shipping cost of €4.99.

1.3 DAMAGED WHILE USING

We are not responsible for any damage caused to the product due to incorrect use.

1.4 I CHANGED MY MIND

We accept cancellation requests within 12 hours of placing the order, provided the order has not been shipped.

• If you change your mind within this 12-hour window, please contact us immediately.
• If the order has already been shipped, you can still return the product within 30 days of receiving it. The product must be unused, in its original packaging, and in the same condition as received. The cost of the return is paid by the customer.
• If we fail to read and process your cancellation request within the 12-hour window due to our error, we will apply any changes at our cost.

To return an item:

1. Contact us through our contact form and include your order number.
2. We will confirm your request within 72 hours and provide a return address.
3. We will refund your returned order within 14 days. The cost of the return is paid by the customer.

Note: To complete your return, we require a tracking number for the returned goods. All returns must be shipped to the address we provide.

If the product delivered to you is faulty or damaged on delivery, please refer to step 1.1 FAULTY ITEM DELIVERED and act accordingly.

1.5 ITEMS NOT IN ORIGINAL CONDITION

Returns are accepted within 30 days of receiving the package. In certain situations, partial refunds may be granted if the returned items are not in their original condition:

• If the returned item is used or not in its original packaging, only a 50% refund will be made.
• If the returned item is new and unused, 100% refund will be made.

Note: The cost of return shipping is covered by the customer.

REFUNDS

2.1 PRICE ADJUSTMENTS

We occasionally run promotional campaigns and offer discounts. Purchases made before the start of any promotional campaign are not eligible for price adjustments or refunds to match campaign prices.

However, if you made a purchase on the same day a campaign launched, we will refund the difference if you contact us within 24 hours of your purchase to request the adjustment.

Once an order is placed, the purchase price is final. Any subsequent price changes, including promotional discounts, will not apply retroactively to previous purchases, except as noted above.

2.2 SHIPPING ADDRESS CHANGES

If you need to change your shipping address, please contact us within 12 hours of placing your order.

• If the order has not been shipped, we will update the shipping address for you at no additional cost.
• If the order has already been shipped, we are unable to change the shipping address. Please ensure your shipping address is correct when placing the order.
• If we fail to read and process your address change request within the 12-hour window due to our error, we will take responsibility and cover any additional costs incurred to correct the shipping address.
• If you realize the address is incorrect after the order has shipped, you can contact the carrier directly to see if they can reroute your package. Any additional costs incurred from rerouting will be the responsibility of the customer.

2.3 ACCEPTANCE OF TERMS

By placing an order on Carmount.co, you acknowledge that you have read, understood, and agree to comply with the refund policy.