Refund policy

At Carrowen, we are committed to providing a transparent and fair shopping experience. Please review the information below before submitting a return request.

1. Return Eligibility

Eligible items may be returned within 30 calendar days of the delivery date confirmed by the carrier.

To qualify for a return, the item must be:

✓ Unused and in original condition

✓ Not installed, assembled, modified, or damaged

✓ Returned with all original components, accessories, manuals, and protective materials

✓ Returned in the original packaging, carton, or crate

Please Note:

Custom-made, personalized, made-to-order, clearance, and final-sale items are non-returnable once production or processing has begun.

2. Merchant-Responsible Returns

We will cover all return-related costs when the issue is caused by:

✓ Shipping damage

✓ Manufacturing defects

✓ Incorrect item received

✓ Missing parts

✓ Fulfillment errors caused by Carrowen

Depending on the situation, we may offer:

Replacement parts
Product replacement
Partial refund
Full refund

3. Customer-Responsible Returns

Customer-initiated returns include:

Change of mind
Style or color preference
Size preference
Ordered the wrong item
No longer needed

For these returns:

Customers are responsible for return shipping costs.
Applicable return shipping fees will be disclosed before approval.
Returned items must meet all eligibility requirements listed above.

4. Return Authorization (RMA Required)

All returns require prior approval.

To initiate a return, please contact:

Email: support@carrowen.com

Please include:

Order number
Product name
Reason for return
Supporting photos (if applicable)

Once approved, we will issue a Return Merchandise Authorization (RMA) and provide the correct return address.

Please do not send returns to:

The shipping label address
Any warehouse address found online
Any address not provided by our support team

Unauthorized returns may be refused.

5. Packaging Requirements

Many of our products are large, fragile, or high-value items.

We strongly recommend keeping all original packaging until you have fully inspected and accepted your order.

If original packaging is unavailable, please contact our support team before arranging a return.

Returns that cannot be transported safely may be refused.

6. Damaged, Defective, or Incorrect Items

Please inspect your order within 48 hours of delivery.

If you receive:

A damaged item
A defective item
Missing components
An incorrect product

Please email support@carrowen.com within 48 hours and provide:

Photos of the issue
Photos of the outer packaging
Photos of the internal packaging
A brief description of the problem

Reporting issues within 48 hours helps us file freight claims and resolve problems quickly.

This inspection period does not affect your right to request an eligible return within the standard 30-day return window.

7. Order Cancellation

Before Shipment

Orders may be canceled within 24 hours of placement for a full refund.

If an order has already entered processing, production, packing, or shipment, cancellation may no longer be possible.

After Shipment

Once an order has shipped, it can no longer be canceled. Any eligible return must follow this Return & Refund Policy.

8. Delivery Access Responsibility

Customers are responsible for ensuring that purchased items can fit through:

Entry doors
Hallways
Staircases
Elevators
Final placement areas

Packaging dimensions may exceed product dimensions by approximately:

2.5 inches in width and length
6.5 inches in height

If delivery cannot be completed due to access limitations, additional return, delivery, or storage fees may apply.

9. White Glove Delivery

For customers who purchase White Glove Service:

Access paths must be clear and suitable for delivery.
White Glove fees are non-refundable once a delivery attempt has been made.
Additional charges caused by access restrictions or failed delivery conditions are the customer's responsibility.

10. Refund Processing

Once your return is received:

Inspection Time

3–5 business days

Refund Processing Time

3–5 business days after approval

Bank Processing Time

5–10 business days depending on your bank or payment provider

Refunds are issued to the original payment method used for the purchase.

11. Contact Us

Carrowen Customer Support

Email: support@carrowen.com

Phone: +1 (888) 884-7858

Our support team typically responds within 1–2 business days.