Refund & Return Policy

At Carvelo, customer satisfaction is very important to us. We carefully select our products to ensure quality, style, and value. Since our orders may be fulfilled through trusted third-party logistics and international fulfillment partners, including CJ Dropshipping, all refund, resend, and return requests must be reviewed and approved based on the conditions below.

Please review this policy carefully before placing your order.

Return & Refund Eligibility

You may request support for a refund, replacement, resend, or return if your order meets one of the following conditions:

• The item arrived damaged or defective
• The wrong item, color, size, or variant was received
• An item or accessory is missing from the package
• The order was significantly delayed beyond the expected delivery timeframe
• The package was confirmed lost in transit
• The order was cancelled before processing or shipment

All requests are reviewed case by case. A refund, replacement, resend, store credit, or return approval may be offered depending on the issue and the evidence provided.

Return Request Timeframe

If you need to report an issue with your order, please contact us as soon as possible after delivery.

For damaged, defective, incorrect, or missing items, you must contact us within 48 hours of delivery so we can review the case quickly.

For return requests, the item must be reported and approved before being sent back. CJ’s return policy states that products should be returned within 30 days after receiving the products, but returns are generally not recommended due to high international shipping costs, long return times, and the risk of packages being lost or damaged during return shipping.

Condition of Returned Items

If a return is approved, the item must be:

• Unused, unworn, and in the same condition as received
• In its original packaging
• Free from stains, odors, damage, or signs of use
• Returned with all accessories, tags, and included items, if applicable

Items that do not meet these conditions may not be accepted for return or refund.

Please do not send any item back before contacting us and receiving return instructions.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Clear photos or videos of the item
• Clear photos or videos of the packaging
• A short explanation of the issue

After reviewing your request, we may offer one of the following solutions:

• Replacement or resend
• Partial refund
• Full refund
• Store credit
• Return approval, if required

CJ’s policy supports refund or replacement review for damaged, incorrect, or missing products when proper proof is provided. For incorrect products, CJ may offer a refund or replacement, and for missing parts, the solution may depend on whether the missing part affects the product’s function.

Delayed Orders

Delivery times are estimates and may vary depending on the shipping method, destination country, customs clearance, courier conditions, holidays, or other factors outside our control.

If your order is significantly delayed beyond the estimated delivery period, please contact us with your order number so we can check the shipment status.

CJ’s policy may consider delayed orders eligible for review after longer delivery windows, depending on the destination and shipping method. For example, CJ references delays exceeding 45 days for the USA and 60 days for other destinations in certain cases.

If the shipment is confirmed as delayed, lost, or abnormal, we will review the case and may offer a resend, refund, or other suitable solution.

Order Not Received

If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate the shipment status.

If the package is confirmed lost in transit, we may offer a replacement, resend, refund, or store credit depending on the case.

However, if the tracking information shows that the package was successfully delivered, Carvelo may not be able to issue a refund or replacement. In such cases, we recommend checking with neighbors, building reception, local courier offices, or your delivery provider.

Non-Returnable & Non-Refundable Cases

Refunds, resends, or returns may not be accepted in the following cases:

• The customer no longer wants the item
• The customer ordered the wrong item, size, color, or variant
• The customer provided an incorrect or incomplete shipping address
• The package was delivered according to tracking information
• The item has been used, worn, washed, damaged, or altered
• The item is missing original packaging, tags, accessories, or included items
• The issue is related only to minor packaging damage
• The item has a slight color difference due to screen display settings
• The item has a slight size variation due to manual measurement
• The package was delayed, returned, discarded, or held due to customs clearance issues or unpaid customs fees
• Clearance, final sale, promotional, personalized, or customized items, unless they arrive damaged or incorrect

Return Shipping

Customers are responsible for return shipping costs unless the item received was damaged, defective, incorrect, or the return is approved due to an error from our side.

Original shipping fees are non-refundable unless the return is caused by a confirmed mistake or issue with the order.

We recommend using a trackable shipping service. Carvelo is not responsible for lost, delayed, damaged, or untraceable return shipments.

Because many orders are fulfilled internationally, returns may involve high shipping costs and long transit times. For this reason, we review each case first and may offer a refund, replacement, resend, or store credit instead of requiring a physical return.

Refund Process

Once your request is reviewed, we will notify you whether your refund, replacement, resend, store credit, or return has been approved.

If a return is required, the refund will only be processed after the returned item is received and inspected.

If approved, your refund will be processed to your original payment method. Please note that it may take 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Order Cancellations

Orders can only be cancelled before they are processed or shipped.

Once an order has been processed, fulfilled, or dispatched, it can no longer be cancelled. In that case, the order must follow the refund or return review process after delivery, where applicable.

CJ’s policy states that full refunds for cancellations may be available before products have been processed by warehouses, but cancellation rules may differ for customized, private inventory, or prepared service orders.

Exchanges

We currently do not guarantee direct exchanges.

If you would like a different size, color, or product, you may place a new order. If your original item is eligible for return or refund, we will review the request according to this policy.

Late or Missing Refunds

If your refund has been approved but you have not received it after the expected processing time, please first check with your bank or payment provider.

If you still need assistance, contact us and we will help review the refund status.

Contact Us

For refund, return, or order-related questions, please contact us at:

Email: refunds@carvelo.net
Store: Carvelo
Website: carvelo.net

Please include your order number when contacting us so we can assist you faster.