Refund & Return Policy
At Carbonize, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below before requesting a return.
Return Eligibility
Products may be returned within 30 days of receiving your order, provided they meet the following conditions:
- The item is unused and uninstalled.
- The product is in its original condition.
- All original packaging, accessories, and documentation are included.
- Proof of purchase is provided.
Products that have been installed, modified, painted, damaged, or used are not eligible for return unless they are confirmed to have a manufacturing defect.
Non-Returnable Items
For safety and quality reasons, the following items cannot be returned:
- Custom or special-order products
- Clearance or final sale items
- Products that have been installed or modified
- Items damaged due to improper installation or misuse
- Products returned without original packaging
Return Process
To request a return, please contact our customer support team before sending any item back.
When submitting a return request, please include:
- Your order number
- Product name
- Reason for the return
- Photos of the product if it is damaged or incorrect
Our team will review your request and provide return instructions if your return is approved.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
Please provide clear photographs of the product, packaging, and shipping label to help us investigate the issue. Once verified, we will arrange a replacement, exchange, or refund where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed to the original payment method. Depending on your payment provider, it may take several business days for the funds to appear in your account.
Original shipping charges are generally non-refundable unless the return is the result of our error.
Exchanges
If you wish to exchange a product for a different item, size, or style, please contact us before returning the original product.
Exchanges are subject to product availability.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- An incorrect item being shipped
- A defective product
- A product damaged during shipping
- An error made by Carbonize
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
Order Cancellations
Orders may only be cancelled before they have been processed or dispatched.
If your order has already been shipped, it cannot be cancelled and must follow the standard return process after delivery.
Warranty Claims
If you believe your product has a manufacturing defect, please contact our support team with your order details and supporting photographs. Each warranty claim is reviewed individually in accordance with the manufacturer’s warranty guidelines.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact our team.
General Inquiries
inquiries@carbonize.com.au
Accounts
accounts@carbonize.com.au