Refund policy
Return & Refund Policy
Effective date: July 12, 2026
Scope
This policy applies to products purchased directly from the official Carverall online store. Purchases made through a reseller or third-party marketplace are subject to that seller’s policy.
30-Day Return Window
You may request a return within 30 calendar days after receiving your order. After your return is approved, the package must be shipped within 30 calendar days. This policy does not limit any mandatory consumer rights that apply in your country or region.
Return Eligibility
To qualify for a return, the product should be returned in the condition received, with its original packaging, accessories, included gifts, manuals, and tags. Products will be inspected after arrival.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact support@carverall.com within the return window. Include your order number and clear photos or videos of the outer box, shipping label, packaging, product, and reported issue. If the issue is confirmed, Carverall will cover the reasonable return or replacement shipping costs.
Exclusions and Special Cases
Damage caused by misuse, improper handling, accidents, unauthorized modification, disassembly, or repair is not eligible for a standard return. Consumable materials and after-sales parts may be excluded where return transportation is not reasonably possible.
Discounted bundles must generally be returned as a complete bundle. Missing accessories, gifts, manuals, or original packaging may result in a rejected return or a reduced refund, subject to applicable law.
How to Request a Return
Email support@carverall.com with:
1. Your order number.
2. The product name and quantity.
3. The reason for the request.
4. Supporting photos, videos, screenshots, or operation logs where relevant.
Our support team aims to respond within 2 business days. Do not send a product back until the return has been approved and you have received the correct return address. Unauthorized returns or returns sent to an incorrect address may be rejected.
Return Shipping
For a confirmed defect, shipping damage, or incorrect item, Carverall will provide return instructions and cover reasonable return shipping costs.
For change-of-mind returns or other non-defective products, the customer is responsible for return shipping. Use a trackable service and keep the tracking number. Freight-collect or cash-on-delivery returns are not accepted.
Return Address
The return address will be provided after approval. The current primary return facility is:
Room 1701, Unit 1, Building 1
No. 9 Industrial West Road
Songshan Lake, Dongguan, Guangdong, China
Do not ship a return until support confirms the destination, as a regional return address may be available.
Refund Timing
Approved refunds are processed to the original payment method within 7 business days after the returned item is received and inspected. Your bank or payment provider may require additional processing time.
Deductions for Non-Defective Returns
Subject to applicable law, non-defective returns may include return shipping and a restocking or service deduction based on the product’s condition:
Unopened machine or accessory: 5%.
Opened but unused machine: 15%.
Opened but unused accessory: 20%.
Opened and used machine: up to 30%.
Opened and used accessory: up to 20%.
Any deduction will be communicated after inspection. Mandatory local consumer rights take priority where they provide greater protection.
Order Cancellation
To request cancellation, contact support@carverall.com within 2 hours after ordering. We will try to stop fulfillment, but cancellation is not guaranteed once processing or shipment has begun. If cancellation is no longer possible, you may request a return after delivery.
Contact
For return, refund, or cancellation questions, email support@carverall.com.