Refund policy

REFUND

At CARBONHAUS, we are deeply committed to delivering superior quality products and stand by our offerings. Should you encounter any issues with our products, we provide a comprehensive refund policy for items found to be faulty. All packages dispatched from our facilities are insured up to $100, safeguarding against any potential damages that may occur during transit. Below is a succinct overview of our Return Policy:

  • Should you receive a defective or incorrect item, kindly contact our Customer Service team within seven days of receipt.
  • In processing any complaints, we require supporting evidence to determine whether a refund is warranted
  • We honor requests for refunds or exchanges made within 30 days of purchase, provided that the item is returned in its original packaging and is in an unopened, unused, and resalable condition. Please note that return shipping costs will be borne by the buyer.
  • Unless the product is faulty, all refunds will be subject to a 20% restocking fee. If a product is determined to be faulty and the issue is not attributable to the customer, CARBONHAUS's policy is to offer a refund of the original purchase price or exchange the product, at the discretion of the customer.
  • We take great care to package our products robustly, ensuring they can withstand any rough handling that might occur during transit.
  • Please note that refunds will not cover any shipping and handling fees. The buyer will also be responsible for the return shipping charges.
  • Returns of non-defective items will not include shipping fees.
  • Items purchased during promotional sales periods are not eligible for refund.
  • Deposits made for pre-ordered items are non-refundable. Cancellation of a pre-order will attract a 20% fee if the item was paid for in full.
  • In cases of change of mind returns, we accommodate exchanges only, provided the return is made within 30 days of purchase. All exchanged items must be in brand new condition, unopened, and in their original packaging. Returns will not be accepted if the item has been opened or if any included hardware is missing.

 

CANCELLING YOUR ORDER

At CARBONHAUS, we understand that there may be instances where you may need to cancel an order after it has been placed. Here is a summary of our cancellation policy:

Should you wish to cancel an order, a full refund will be provided if the cancellation is initiated within 1 hour of placing the order. If the order has already been processed and dispatched from our location, it would be necessary for you to wait until the order is delivered to you. In such cases, the responsibility for covering the cost of return shipping falls on the buyer.

If you choose to cancel an order more than 1 hour after it has been placed and the item has not yet been shipped, a 20% restocking fee will be levied for a refund. Alternatively, if you opt for store credit in lieu of a refund, you will receive the full value of the order.

Upon receiving the returned order, we will conduct an inspection before processing the refund or issuing store credit, with the amount adjusted for shipping costs. Do note that depending on the specific product, a restocking fee may apply.

If you need to cancel your order while it's still being fulfilled, you will only be eligible for store credit. Please contact our Customer Service team for further assistance.

 

EXCHANGES

For swift resolution and to ensure that you receive the desired product as quickly as possible, we recommend that you return the initial item and, upon acceptance of the return, place a separate order for the replacement item. This eliminates the need to wait for the initial shipment to arrive before the exchange product is processed and dispatched.

In the event of a discrepancy where you receive an item different from what you ordered, we urge you to contact our Customer Service team immediately so that we may facilitate the exchange process efficiently. To expedite this process, we kindly request that you provide us with photographic and video evidence, where applicable, of the issue at hand.

Please note that we only accommodate exchanges resulting from incorrect fitment on the buyer's end on the first instance. We also wish to inform you that custom-made products, including but not limited to exhaust tips and steering wheel replacements, are not eligible for exchange. Your understanding and cooperation in this matter are greatly appreciated.