Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We cannot accept returns on orders that have been used/opened due to hygiene reasons.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase, your full name and order number.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.

Any item that is returned more than 40 days after delivery will not be refunded. Any shipping fees associated with the return or order will not be reimbursed.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment.

Missing Order If you have not received your order, you must contact us within 60 days from the date of purchase. A Replacement or refund cannot be processed with orders exceeding this time frame.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customer@carboncoco.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customer@carboncoco.com and send your item to: 38 Latitude Blvd, Thomastown VIC 3074, Australia

Shipping

To return your product, you should mail your product to: 38 Latitude Blvd, Thomastown VIC 3074, Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.