Refund policy

Official Return & Refund Policy

Our return policy is valid for a period of 14 days from the date of delivery. If 14 days have elapsed since the delivery of your purchase, we unfortunately cannot offer a refund or exchange.

1. Right of Withdrawal (European Union 14-Day Cooling-Off Period) In accordance with European Union consumer protection regulations, customers purchasing from within the EU have the right to withdraw from their contract and return their order within 14 days of delivery, without providing a justification.

  • Eligibility Criteria: To qualify for a return under the right of withdrawal, the item must be returned in its original condition: unused, unworn, undamaged, with all original tags attached, and in its original packaging. Proof of purchase (such as your order confirmation or receipt) is required.

  • Return Shipping: For standard "change of mind" returns under the cooling-off period, the customer is responsible for arranging and paying for the return shipping costs.

2. Damaged, Defective, or Incorrect Items We take great pride in the quality of our products. If you receive an item that is damaged, defective, or incorrect, we will resolve the issue at no additional cost to you.

  • Reporting Period: You must inspect your order upon delivery and report any defects, damages, or functional issues to us within 14 days of receipt at info@carmatstar.com.

  • Verification Process: To facilitate a swift resolution, please include your order number and clear photographic or video evidence demonstrating the defect or damage.

  • Resolution: Upon verification and approval of the claim, we will provide you with a prepaid return shipping label and arrange for a complimentary replacement or a full refund.

3. Exchanges The most efficient method to ensure you receive the desired item is to initiate a return for the item you currently hold under our standard return policy, and subsequently place a separate order for the new item.

4. Exceptions and Non-Returnable Items Certain categories of items are excluded from returns, including custom-made or personalized products, perishable goods, and personal care items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Additionally, please note that sale items and gift cards are non-refundable.

5. Refunds Upon receipt and inspection of your returned item, we will notify you regarding the approval or rejection of your refund. If approved, the refund will be processed automatically to your original method of payment within 10 business days. Please be aware that your financial institution may require additional processing time to post the transaction. If you have not received your approved refund within 15 business days, please contact us at info@carmatstar.com