We at Carbon Down Under are committed to providing our customers with the best products and services. If you have any questions about our return, shipping or warranty policies, please do not hesitate to contact us. We want to ensure that our customers are satisfied with their purchases and experience with us.
Returns Policy
If for any reason you are not satisfied with your purchase, we offer the following returns policy:
- Damaged in transit: Carbon down under accepts no liability for damage incurred by a third party during shipping, however we want to help and may offer to work with you to file a claim with the shipping company. The customer is responsible for dealing directly with the shipping company to make a claim for any damage that occurred during transit.
- Wrong or Defective Goods: We will exchange any defective products free of charge if you Contact Us within 24 hours of receiving your order and provide a photo of the incorrect product or defect. You are required to return the wrong or defective product. If the product is no longer in stock, you may opt for a refund upon return of the product. If more than 24 hours have elapsed since you received your order, we can still help - please refer to our warranty policy.
- Change of Mind Returns: If you change your mind about your purchase, we accept exchanges or refunds within 30 business days of the original purchase date where the goods are returned in their original condition, unused, and in their original packaging. We will refund you after receipt of the goods, minus any shipping costs we have incurred and a 20% restocking fee. Please Contact Us to initiate the return process. The customer is responsible for shipping costs incurred in the return of the item. The restocking fee covers the costs associated with processing the return, restocking the item, and any associated shipping fees.
- Exchanges: If you would like to exchange an item for a different size or colour, we may agree to do so at our discretion. Please Contact Us to initiate the exchange process. We will ship an exchange within 7 business days of receiving the returned item. The customer is responsible for shipping costs incurred in the exchange of the item.
- Refunds: Where we have agreed to issue a refund, it will be issued via the original payment method within 7 business days of receiving the returned item. Please note that refunds will be issued for the cost of the item minus the shipping costs we incurred and the 20% restocking fee.
- Exceptions: Some products may be exempt from our refund policy due to their nature, such as made to order, custom or personalized items. In such cases, we will communicate the policy for the specific product on its description page.
It's important to note that Carbon Down Under reserves the right to refuse a refund, exchange or return request if the above conditions are not met, or if we suspect any fraudulent activity.
Shipping Policy
We offer shipping within Australia and internationally. Our shipping rates are automatically calculated based on the weight/size of the product and destination of the order, and will be displayed at checkout.
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Domestic Shipping: We use Australia Post and other reputable couriers for domestic shipping. Domestic orders are typically delivered within 2-7 business days after dispatch, depending on the destination.
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International Shipping: We use Australia Post and other reputable couriers for international shipping. International orders are typically delivered within 5-14 business days after dispatch, depending on the destination. Please note that international orders may be subject to customs and duties fees, which are the responsibility of the customer.
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Dispatch Time: We aim to dispatch all orders within 1 business days of receiving payment. During peak periods or holidays, there may be delays in dispatch times.
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Delivery Delays: Any delays caused by the shipping carrier are not the responsibility of Carbon Down Under.
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Order Tracking: Once your order has been dispatched, we will provide you with a tracking number to track the delivery status of your order.
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Delivery Address: Please ensure that the delivery address provided during checkout is correct and complete. We cannot be held responsible for any delays or delivery issues caused by an incorrect or incomplete delivery address.
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Delivery Issues: If your order is lost or damaged during shipping, please Contact Us immediately so that we can help investigate and resolve the issue.
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Pick-up Option: For customers in Sydney, we offer a pick-up option from our office in North Kellyville. Please contact us to arrange a pick-up order and time.
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Shipping quote errors: Where an automatically quoted shipping rate exceeds the actual shipping rate, we will contact you within 2 business days to confirm the correct rate. You may opt to cancel an order where this occurs. We reserve the right to cancel an order where a shipping quote error occurs.
It's important to note that Carbon Down Under reserves the right to change our shipping policy at any time without prior notice.
Warranty
Unless stated otherwise on our product page, all our products are covered by a 1 year warranty against defects in materials and workmanship from the date of purchase.
This warranty does not cover damage caused by misuse, abuse, negligence, modification, or normal wear and tear. It also does not cover damage caused by accidents, acts of nature, or any other cause beyond our reasonable control. We reserve the right to determine whether a product defect is covered by our warranty.
We are committed to resolving any issues as quickly and efficiently as possible. To make a warranty claim, please Contact Us immediately if you suspect a defect in your product.
To make a claim, the customer must provide proof of purchase and photographs of the defect within the warranty period. We may require the customer to return the defective product for inspection and evaluation. The customer is responsible for returning the product and any shipping costs associated with returning the product to us.
If the defect is covered by our warranty, we will repair or replace the product at our discretion. If the product is no longer available, we may replace it with a similar product or offer a refund. We will cover the cost of shipping the repaired or replaced product back to the customer, and reimburse the shipping costs associated with returning the product to us where a receipt of these costs is provided to us.
If the defect is not covered by our warranty, the customer is responsible for any costs associated with repair, replacement or shipping of the product back to the customer.
It's important to note that Carbon Down Under reserves the right to modify or update our warranty policy at any time without prior notice.