Return Policy | CARBON

RETURNS POLICY

RETURNS & EXCHANGE/REFUND

We stand behind our products and want you to be satisfied with your purchase. However, we understand that there are certain issues that accompany the purchasing of products in-store and online. Hence, we offer an exchange or refund for items that are in its original condition, unwashed, unworn, undamaged, with the original tags attached to them, along with the printed receipt of your order or your online payment receipt, within 30 days of your purchase. If your order contains incorrect items, faulty products, or missing items, please notify us by sending an email to contact@carbonjeans.com within 7 days of receiving your order.

Purchased items that comply with the conditions mentioned above and are purchased at Carbon physical store are eligible for an exchange or a FULL refund FREE of charge at our flagship store locations. They are NOT eligible for return by mail and must be return in-store only.
Purchased items that comply with the conditions mentioned above and are purchased online are eligible for a refund and repurchase. A refund of the total purchased item price, excluding any shipping cost and a deduction of $7.5 (US dollar) processing fee, will be issued to your original form of payment. A repurchase can be made simply through placing a new order. If you wish to exchange items purchased online, you can ONLY do so at our physical store FREE of charge.

*Purchased items are eligible for an exchange of size or color based on stock availability.

If you wish to make a return to Carbon physical store, the steps are as follows:

Return must be made within 30 days of your purchase.
Returned items must be in its original condition, unwashed, unworn, undamaged, with the original tags attached to them, along with the printed receipt of your order or your online payment receipt.
Returned items that comply with the conditions mentioned is eligible for an exchange based on stock availability.
You may make an exchange for the same item in a different size or color OR make an exchange for an item with the same price.
Returned items that are purchased in Carbon physical store are eligible for a cash refund.
Returned items that are purchased in Carbon online store, refund will be processed and issue to the original form of payment that you made unless otherwise specified.
You will receive a confirmation email once your refund is processed and issued.
Please allow up to 5-7 business days for the payment processor service to post credit to your account. The time it takes for you to receive your refund credit back may vary depending on your bank/card issuer.

If you wish to make a return by mail through our online process, the steps are as follows:

Return must be made within 30 days of your purchase.
Returned items must be in its original condition, unwashed, unworn, undamaged, with the original tags attached to them, along with the printed receipt of your order or your online payment receipt.
You will be responsible for the postage fee of your return items.
Items that are purchased online and are returned by mail for a refund is subject to a processing fee of $7.5 (U.S. dollar) which will be deducted from your total refund amount.
The shipping cost of your order is non-refundable and will be deducted from your total refund amount.
Refund will be processed and issue to the original form of payment that you made.
You will receive a confirmation email once your refund is processed and issued.
Please allow up to 5-7 business days for the payment processor service to post credit to your account. The time it takes for you to receive your refund credit back may vary depending on your bank/card issuer.

* Items purchased in our physical store is NOT eligible for a return by mail and must be return in-store only.

Return & Refund by Mail Process

To start your return, download our Return Form and fill in ALL the entry fields.
- Fill in ALL the entry fields including customer’s information, information of the items you wish to return, and the reason for your return.
- Make sure the form is filled out and complete so we can properly process your return request.
Send us an email to contact@carbonjeans.com that includes:
- Email subject “Return & Refund Request (Your Order #)”
- A copy of your completed Return Form
Return requests are typically processed within 7 business days (excluding weekends and public holidays). If your purchase is eligible for return, we will send a confirmation email to you and you can proceed to the next step.
Print out your completed Return Form and place it in your return parcel.
Cut out the pre-printed label at the bottom part of your Return Form and secure it to the external of your return parcel. Please note that this label is NOT postage paid.
You are responsible for the safe return of your return items. We recommend that you choose a trustworthy postal service with tracking options and securely keep your proof of postage.
Additionally, you MUST also send us an email to contact@carbonjeans.com that includes:
- Email subject “Return & Refund Request (Your Order #)”
- A copy of your proof of postage including the tracking number
Depending on your location and the postal service you select, it can take several days before we receive your parcel.
You will receive an email once your parcel has arrived.
Return items are typically reviewed within 7 business days. If the return item is in its original condition, unwashed, unworn, undamaged, with the original tags attached to them, or are proven to be incorrect, faulty, or missing, you will receive an email confirming your successful refund.
Refund will be issued to the original form of payment that you made.
Please allow up to 5-7 business days for the payment processor service to post credit to your account. The time it takes for you to receive your refund credit back may vary depending on your bank/card issuer.
Failure to perform any actions mentioned above may result in us not being able to process your return.