Return and Refund Policy

Return Details

  • We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
  • We are only able to accept seating and soft goods returns on undamaged, unmodified products.
  • We are only able to process refunds to the original source of payment.
  • If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Discontinued and Open Box products are final sale and not eligible for return.

 

Return Process

To initiate a return, just email us at support@carlosandkate.com.   

Your merchandise will be inspected and the appropriate refunds will be issued. Exchanges are treated the same as returns. Our team takes great pride in working with our customers to ensure a quick and efficient resolution to any return request. 

We will accept returns up to 14 days after delivery which will incur a 20% return fee.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Custom products (such as special orders or personalized items) cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@carlosandkate.com