At Carla Charmer, customer satisfaction is our top priority. This Return and Refund Policy outlines the terms under which returns are accepted and refunds are issued.

1. Eligibility for Returns

We accept returns only under the following conditions:

  • You received a damaged or defective product
  • You received the wrong item from what you ordered

To be eligible for a return:

  • The request must be submitted within 7 days of receiving your order
  • The product must be unused, in its original packaging, and in the same condition as received
  • You must provide proof of purchase and clear photos of the issue (if applicable)

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact us at [email protected] within 7 days of delivery
  2. Include your order number, a description of the issue, and clear images of the item(s)
  3. Our team will review your request and respond within 2 business days
  4. If approved, we will arrange a pickup for the item(s)

3. Non-Returnable Items

We do not accept returns for:

  • Items returned after 7 days from delivery
  • Products damaged due to misuse or negligence
  • Items without original packaging or missing components
  • Products purchased for reasons other than damage or incorrect delivery

4. Refund Process

Once we receive and inspect the returned item(s), we will notify you of the status of your refund.

  • If approved, your refund will be issued in cash at the time of pickup or via your preferred local method (where available)
  • Refunds are processed within 5–7 business days of receiving the returned item(s)

5. Order Cancellations

Orders can only be canceled before they are shipped. If you wish to cancel an order, contact us immediately at [email protected]. Once an order is shipped, it cannot be canceled.

6. Exchanges

We currently do not offer direct exchanges. If you wish to get a replacement, you must return the incorrect or damaged item first and then place a new order.

7. Contact Us

For any questions or support related to returns or refunds, please reach out to us:

Email: [email protected]