Return and refund policy

Can I return my order?
Yes, you can return your order within 30 days of receipt if you are not satisfied with your purchase. The following conditions apply:

  • The item must be returned in its original condition, including all components, accessories and packaging.

  • The product may only show signs of normal handling; damage caused by improper use is not eligible for return.

  • Hygiene-sensitive products must be thoroughly cleaned before being returned.

  • If the item is defective on arrival, this must be reported immediately.

  • The customer is responsible for all return shipping costs.

  • We reserve the right to reject returns if items appear used, damaged, or do not meet our return conditions.

How to Return Your Order

If your order meets the return conditions, please follow these steps:

  1. Send an email to: info@carterandlowell.com

  2. Include the following details:

    • Order number

    • Reason for return

Once we receive your request, we will provide you with the correct return address.
Do not send returns to the sender’s address. Returns must be sent to the address provided by our team.

Right of Withdrawal (Cancellation Policy)

If you are a consumer (a private individual making a purchase for non-commercial purposes), you have the right to withdraw from the contract under the following conditions:

Cancellation Period

You may cancel your order within 20 minutes of placing it.

Important: We operate an automated fulfilment system, which means orders are processed immediately after placement. Once 20 minutes have passed, the order can no longer be cancelled.

How to Cancel Your Order

To exercise your right of withdrawal, please send a clear written statement (via email) to Carter & Lowell indicating that you wish to cancel the order.
The cancellation is valid when your notification is received by us within 20 minutes of placing the order.

Refunds

  • Returned orders are first checked by our warehouse team.

  • Once the items are approved, it can take up to 14 working days for the refund to be processed.

  • Refunds will be issued using the original payment method, unless otherwise agreed.

  • All returns must be sent to our central warehouse in Asia.

  • Return costs are the customer’s responsibility.

For any further questions, please contact our customer service team at info@carterandlowell.com