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. 30-Day Return Policy

You may request a return within 30 days of delivery.
To be eligible for return, the item must be:
  • Unused and unassembled
  • In resalable condition
  • Returned with its original packaging and protective materials
Custom-made, personalized, made-to-order, clearance, and final-sale items are not eligible for returns, except where required by applicable law or when the item arrives damaged, defective, or incorrect.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact support@carrowen.com within 48 hours of delivery.
Please provide:
  • Your order number
  • Clear photos of the item
  • Photos of the outer packaging and shipping label
For confirmed damage, defects, or incorrect items caused by us or the carrier, Carrowen will cover the applicable return shipping costs and provide an appropriate resolution, including a replacement or full refund.
No restocking fee will apply in these cases.

3. Returns Due to Personal Preference


Returns requested for personal reasons—including a change of mind, incorrect size selection or measurements, acceptable color variations, natural variations in materials, style preferences, or no longer needing the item—may be accepted within the 30-day return period.

To qualify for a return, the item must be unused, unassembled, undamaged, and in its original condition, with all original packaging and protective materials intact.

For eligible customer-initiated returns:

  • The customer is responsible for the actual return shipping costs.

  • A 10% return fee based on the order value will apply.

  • The 10% fee includes restocking, storage, and product depreciation costs.

  • Carrowen will obtain the carrier's return shipping charges and provide a breakdown of the applicable fees for customer review.

  • Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.

These charges do not apply to confirmed product defects, shipping damage under our responsibility, incorrect items, or fulfillment errors caused by Carrowen.

4. Product Dimensions & Property Access

Customers are responsible for reviewing product dimensions before purchasing and ensuring that the item can safely pass through all necessary access points and fit into its intended location.

This includes:

  • Building entrances, entry doors, and door frames

  • Hallways, corridors, and narrow passages

  • Staircases, landings, and turns

  • Elevators, elevator entrances, and elevator doors

  • Interior doorways and designated room spaces

Customers are fully responsible for verifying all measurements and access conditions before placing an order.

Product dimensions listed on our website do not include packaging. Packaging may add approximately 2.4 inches to the product's length and width and 6.3 inches to its height. Actual packaging dimensions may vary.

For assistance, please review our Delivery Measurement Guide before purchasing.

5. Delivery Failures Due to Size or Access Restrictions

If an item cannot be delivered, moved through the property, or placed in the intended room due to insufficient clearance, unsuitable access conditions, or incorrect customer measurements, the customer is responsible for the resulting delivery failure and associated costs. Carrowen is not responsible for such customer-related access limitations.

This applies to Standard Delivery and White-Glove Delivery, unless the issue is caused by an error by Carrowen or its authorized delivery provider.

If the customer requests a return under these circumstances:

  • The customer is responsible for the actual return shipping costs.

  • A 10% return fee based on the order value will apply to eligible customer-responsible returns, in addition to the actual return shipping costs.

  • Carrowen will obtain the carrier's return shipping charges and provide the fee breakdown for customer review.

  • Applicable charges will be deducted from the refund once the return has been received, inspected, and approved.

White-Glove Delivery fees are non-refundable once the delivery team has arrived and begun providing the service if delivery cannot be completed due to customer-responsible access restrictions.

6. Order Cancellations

Orders canceled within 48 hours of placement are eligible for a full refund with no cancellation fees, provided the order has not already shipped.

For cancellation requests made more than 48 hours after order placement, a 5% cancellation and restocking fee based on the order value will apply if the order has not yet shipped.

Once an order has shipped or been transferred to the carrier, it can no longer be canceled.

If you no longer want the item after shipment, you may request a return after delivery in accordance with our Return & Refund Policy.

For cancellation requests, please contact support@carrowen.com as soon as possible.

7. How to Request a Return

Before returning any item, please contact support@carrowen.com for authorization.
Please include your order number and reason for return.
Once your return is approved, we will provide the applicable return instructions and return address.
Do not send products back without prior authorization.
Customers are responsible for providing return tracking information for customer-initiated returns.

8. Return Address

Approved returns must be sent to our designated U.S. return warehouse:
Return Warehouse: 1001 W Middlesex Ave, Port Reading, New Jersey 07064, USA

9. Refund Processing

Once your return arrives, it will normally be inspected within 3–5 business days.
Approved refunds will be issued to the original payment method after applicable return shipping costs, restocking fees, or other authorized deductions have been applied.
After the refund is issued, please allow approximately 7–14 business days for it to appear on your account, depending on your bank or payment provider.
If you have not received your refund after this period, please contact your bank or card issuer first. If you still need assistance, contact us at support@carrowen.com.