Return and Exchange Policy – CARILOCITY

Effective Date: February 27, 2025

At CARILOCITY, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a Return and Exchange Policy to make the process as easy as possible. Please review the following terms and conditions for returning or exchanging items.

1. Return and Exchange Eligibility

We accept returns and exchanges for most items within 30 days of receiving your order. To be eligible for a return or exchange, the following conditions must be met:

  • Condition: The item must be unused, in its original condition, and in the original packaging with all tags, labels, and accessories intact.
  • Proof of Purchase: You must provide your order confirmation email or receipt when initiating a return or exchange.
  • Exclusions: Custom-made or personalized items, sale items, and items marked as final sale are non-returnable unless defective or damaged.

If your item is defective or damaged, we will gladly accept the return or exchange as outlined below.

2. How to Return or Exchange an Item

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@carilocity.com or call (207) 594-4237. Provide your order number and the item(s) you wish to return or exchange.

  2. Return Authorization: Once we receive your request, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return the item(s). Please do not send the item(s) back without an RMA number, as returns without it may not be processed.

  3. Prepare the Return Package: Securely package the item(s) in their original packaging, ensuring that all tags, labels, and accessories are included. Write the RMA number clearly on the outside of the package.

  4. Return Shipping: Once you receive the return instructions, send the item(s) to the address provided by our customer service team. You are responsible for return shipping costs unless the return is due to a defect or error on our part. If the return is due to our mistake, we will cover the return shipping costs.

3. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If your return is approved, we will process your refund to the original payment method used for the purchase. Refunds are typically processed within 7-10 business days.

  • Refund Method: Refunds will be credited back to the original payment method used for the purchase.

  • Partial Refunds: If only part of an order is returned, the refund will be calculated based on the returned items’ value. Shipping fees are non-refundable unless the return is due to an error on our part.

4. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately upon receipt. We will either replace the item or issue a full refund, and we will cover all return shipping costs for defective or damaged items.

  • Reporting Damaged or Defective Items: To report a damaged or defective item, please contact us within 7 days of receiving the product. Provide clear photos of the damage or defect, and we will arrange for a replacement or refund.

  • Replacement or Refund: After verifying the issue, we will either replace the damaged item or issue a full refund, based on your preference and product availability.

5. Non-Returnable Items

Certain items are non-returnable and cannot be exchanged or refunded, including:

  • Custom-made or Personalized Items: These items are non-returnable unless they are defective or damaged upon arrival.
  • Sale Items: Items purchased on sale or clearance are non-returnable.
  • Used or Altered Products: Items that have been used, damaged, or altered after delivery are not eligible for return.

6. Shipping Costs for Returns

Unless the return is due to a defect or error on our part, you will be responsible for the cost of return shipping. Shipping fees are non-refundable, and the cost of return shipping will be deducted from your refund.

7. Exchange Process

If you would like to exchange an item for a different size, color, or style, the process is simple:

  1. Contact Us: Let our customer service team know which item you would like to exchange and the item you want in exchange.

  2. Return the Original Item: Follow the return instructions, and once we receive the returned item, we will send you the replacement item.

  3. New Shipping Costs: If there is a price difference between the exchanged items, we will notify you of any additional charges or refunds needed.

8. Contact Us

If you have any questions about our Return and Exchange Policy or need assistance with your return or exchange, please don’t hesitate to contact us. Our team is here to help!