Refund policy

Returns & Exchange Policy

• Our policy lasts 14 days.

If 14 days have passed since receiving your purchase, unfortunately we can’t offer a refund or exchange.

• Non-returnable items include:

1. Sale items
2. Gift vouchers
3. Undergarments
4. Swim wear

Exchanges

If you need to exchange your item, please send us an email at carterjandco@gmail.com. We will provide you with a return address for your item within Australia.

• We are unable to process exchanges or credit notes until your item is received. Once received, you will be provided with a credit note to use in exchange for another item.

• Shipping costs are non refundable, so a credit note will be issued for the product only and we are not liable for your returned items shipping costs.

• Credit notes are valid for 6 months from the date of issue.

Refunds

• We will only provide a refund on items if they are defective or damaged by manufacturer. We do not provide refunds due to change of mind or if the incorrect size is ordered. 

• An item damaged as a result of failing to follow care instructions, may be found ineligible for a faulty return.

• Items older then 6 months will be ineligible for a faulty return.

• Items not received due to incorrect address information will be ineligible for a refund.

• To speed up the process, please email pictures of the item, fault description and your proof of purchase to carterjandco@gmail.com

• Once your item is received and approved for a refund, a credit will automatically be applied to your original payment method within 10 working days.

Sale items 

• We do not accept returns or exchanges on any sale items.

Shipping

• CarterJ&Co is not responsible for any parcels that are damaged, lost, stolen or delayed during transit.  

• If you have incorrectly entered the nominated delivery address on your order, please contact us within one hour of placing your order to ensure we can change the delivery address before it’s processed.

• If you have any issues with entering your nominated delivery address during the checkout process, please contact carterjandco@gmail.com before proceeding with your order.

You will be responsible for paying for your own shipping costs for returning your item to us. Shipping costs are non-refundable. If a credit note is issued, It will be for the product only.

If you are shipping an item over $75, we recommend using a traceable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.