Refund and Exchange Policy
Last Updated: [09.02.25]
At Carbon XIV, we are dedicated to delivering high-quality products and ensuring customer satisfaction. Since our products are custom-made to order, we have specific guidelines regarding returns and exchanges.
Order Cancellation
• Processing Time: Orders are typically processed within 12 hours of placement.
• Cancellation Request: If you wish to cancel your order, please contact us immediately at info@itscarbonxiv.com or call +1 242-801-1058.
• Post-Processing: Once an order has been processed or shipped, cancellation is no longer possible.
Address Errors
• Immediate Notification: If you notice an error in your shipping address, please contact us promptly.
• Correction Feasibility: Corrections can only be made if the order has not yet been processed.
• Responsibility: Carbon XIV is not liable for incorrect or incomplete shipping information provided by the customer.
• Returned Packages: If a package is returned to us due to an incorrect address:o Refund: A refund, excluding shipping costs, can be issued upon request.o Reshipment: We can arrange a reshipment; however, additional shipping charges will apply.
o Processing: Refunds or reshipments will be processed once the returned package is received by us.
Return and Exchange Policy
Due to the custom nature of our products, returns and exchanges are generally not supported in cases where customers order the wrong size, color, or change their minds.
However, we are committed to ensuring product quality and customer satisfaction.
Damaged or Defective Items
• Reporting Timeframe: If you receive a damaged or defective item, please contact us within 30 days of delivery.
• Required Information: Provide your order number and clear photos or videos illustrating the issue.
• Resolution Options: Upon verification, we offer:
o Free Replacement: A new product will be produced and shipped at no additional cost.
o Refund: A refund can be issued to your original payment method.
Non-Returnable Items
• Hygiene Products: For hygiene reasons, certain items (e.g., underwear) cannot be returned or exchanged.
Refund Processing Time
• Processing Duration: Refunds may take up to two weeks to process after we receive the returned item or approve the refund.
• Bank Processing: After processing, it typically takes 3-5 business days for refunds to reflect in your account.
• Follow-Up: If you have not received your refund after this period, please check with your bank and then contact us at info@itscarbonxiv.com.
Important Reminder
• Return Shipping: Customers are responsible for return shipping costs unless the return is due to a manufacturing error or product defect.
• Tracking: For items valued at over $50, we recommend using a trackable shipping service to ensure the item reaches us safely.
If you have any questions or need further assistance, please contact us at info@itscarbonxiv.com or call +1 242-801-1058.
This policy ensures that Carbon XIV maintains a fair and transparent approach to refunds and exchanges, prioritizing customer satisfaction while aligning with industry standards.
