Returns & Refunds Policy

At Carterinn, we want you to be confident and satisfied with your purchase. If a product does not meet your expectations, we offer returns and refunds according to the following guidelines. Please read this policy carefully before submitting a return request.

1. Return Eligibility

We accept return requests for items that meet the following conditions:

Timeframe: Requests must be submitted within 30 days of the delivery date.
Condition: Items must be unused, unwashed, and in resalable condition.
Packaging: Product must be in its original packaging. As glass is fragile, all original protective padding (foam, bubble wrap, etc.) must be included.
Completeness: All accessories, manuals, and components included in the original set must be returned.
Exclusions: Items showing signs of use, damage caused by the customer, or missing original parts may not qualify for a refund.

2. How to Request a Return

To initiate a return, please follow these steps:

Contact Us: Email support@carterinn.com with your Order Number and the reason for the return.
Review: Our team will review your request. If approved, we will provide you with the designated Return Address and instructions.
Shipment: Pack the item securely (ideally in the original shipping box) to prevent breakage during transit. We recommend using a trackable shipping method.
Inspection: Once our warehouse receives and inspects the item, we will notify you of the approval or rejection of your refund.

3. Return Shipping Costs

Customer Responsibility: Customers are responsible for the cost of return shipping for personal reasons (e.g., "changed mind" or "ordered wrong size").
Defective or Incorrect Items: If the return is due to a product defect (e.g., arrived broken) or an error on our part, we will cover the return shipping costs or provide a replacement.

4. No Exchanges

We currently do not support direct product exchanges. If you wish to receive a different item, please return the original product for a refund (if eligible) and place a new order separately.

5. Refund Processing

Inspection Period: Once the returned package is delivered to our facility, it typically takes 1–2 business days to inspect the items.
Issuance: Approved refunds are issued to your original payment method.
Timing: Depending on your financial institution, please allow 3–5 business days for the credit to appear in your account.
Fees: We do not charge restocking fees for eligible returns.

6. Important Notices & Return Address

Unauthorized Returns: Do not ship returns to the registered company address in Louisville. We use dedicated fulfillment centers for returns.
Prior Contact Required: Returns sent without prior authorization may be denied or lost, and we will not be liable for refunds in these cases.

7. Order Cancellation

Before Shipment: Orders may be canceled for a full refund if the request is submitted before the order has been processed for shipping.
After Shipment: Once an order has been shipped, it cannot be canceled. You may follow the standard return process once the package arrives.
How to Cancel: Email support@carterinn.com immediately with your order number and "Cancellation Request" in the subject line.

8. Damaged Items (Special Note for Glassware)

If your glass bowls arrive damaged or cracked, please contact us within 48 hours of delivery with clear photos of the damaged item and the shipping box. This allows us to quickly process a replacement or refund for you.