Returns & Refund FAQ
What is your return policy?
We offer a 30-day return window for unopened, unused products.
Returns must include the original packaging, product condition, and all accessories.
For safety and hygiene reasons, used or opened medical products cannot be returned unless they arrived damaged or incorrect.
Do I need a reason to return my order?
You may return your order for any reason within 30 days, as long as the product is unopened and unused.
For no-reason returns, customers are responsible for return shipping costs.
What items cannot be returned?
To protect customer safety, the following items are not eligible for return:
- Opened or used products
- Damaged packaging caused by the customer
- Products not in resellable condition
- Items returned after 30 days
Exceptions apply only if the product arrived defective or incorrect.
How do I start a return?
To process your return, please prepare:
- Order number
- Photos of the shipping label and product (for verification)
- Reason for return
Then contact us:
- Contact Page
- WhatsApp: +1 727-358-4365
- Email: service@carboucare.com
Our team will guide you through the next steps.
Who pays for return shipping?
No-reason returns: Customer pays the return shipping cost
Damaged, defective, or incorrect items: Carbou covers shipping
When will I receive my refund?
Once your return is received and inspected, refunds are typically processed within 3–5 business days to your original payment method.
Your bank or PayPal may take additional time to complete the posting.
What if my order arrives damaged or incorrect?
If your product arrives damaged, defective, or not as described, please contact us within 7 days with:
- Photos of the damaged or incorrect item
- Packaging photos
- Your order number
We will replace the item or issue a refund at no extra cost.
Can I exchange a product?
At this time, we do not offer direct exchanges.
If you need a different item, please request a refund and place a new order.
How will I know my return was processed?
You’ll receive an email confirmation once:
- Your return is received
- The inspection is completed
- Your refund has been issued
If you do not see the email, feel free to contact us.