Exchange Policy:

At CarbonLoom, we want you to love your purchase. If your order isn’t the perfect fit, we make exchanges simple and worry-free.

How it works:

• Free Exchanges: We offer one free exchange per order within 30 days of delivery.
• Eligible Items: Products must be unused, in original condition, and with all tags/packaging.
• Easy Process: Contact our support team sales@carbonloom.ca with your order number or click here. We’ll send you a prepaid return label and ship your replacement item at no extra cost.
• Exclusions: Final-sale items, customized products, or gift cards cannot be exchanged.

Return Policy:

At Carbon Loom, we are committed to ensuring your satisfaction with our products and service. We offer easy returns to make your online shopping experience seamless and stress-free!

Domestic Returns:

We provide convenient and printable return postage for all domestic orders. When returning any brand new product within 30 days of delivery for a refund, you can easily access a printable return label through our online portal. During the return process, the postage fee will be displayed for your approval. Once approved, the return postage fee will simply be deducted from your original payment method.

International Returns:

We accept international returns for any brand-new product within 30 days of delivery through our returns portal. For international returns, you will need to purchase a shipping label from your local shipping center but must still process through our returns portal. After initiating the return, you may use your preferred shipping carrier and email the return tracking details to returns@carbonloom.ca, including your RMA number in the subject line. Please retain the drop-off receipt until your return and refund are fully processed by us.

Additional Notes:

Please note that priority processing fees & shipping charges are non-refundable.
Free items included with your order cannot be returned separately. If the original order is returned without the accompanying free item, the retail price of the free item will be charged. Additionally, Items on sale are final sale and non-refundable. Do not include sales items in your return, as they will not be reshipped or nor their cost deducted from a refund.

Promotions/Price Adjustment Policy:

To maintain fairness and consistency, we do not offer price adjustments, promotional matching, or retroactive discounts after a purchase is completed. The price at the time of purchase is final, and we do not honor subsequent promotions, sales, or price changes, including those offered by our company, competitors, or third parties.

Prices are subject to change without notice. Purchases made during a sale or with a coupon reflect the terms of that sale/offer, which cannot be combined or adjusted post-purchase.

Returns Back To Sender:

If your order cannot be delivered due to the recipient being unavailable or an undeliverable address indicated in the tracking details, a $5 restocking fee per item will apply once the order is received by our returns team. Please note that all shipping costs and priority processing fees associated with your order are non-refundable. These fees will be deducted from your refund to the original payment method.

How to Initiate a Return:

• Find your order number on your purchase confirmation email. The order number always starts with "#CL"
• Follow the steps in our return portal and generate a prepaid return label. ( Please note, Country exclusion applies to Puerto Rico for this method at this time. )
• Prepare your package: Attach the return label to your package securely. If possible, use the same shipping package your order came in. Make sure to remove any previous labels.
• Drop off your package: Take your return package to any facility designated by the carrier indicated on the return label. Your return will be on its way back to us.

We're here to help, so if you have any questions or need assistance with your return, don't hesitate to contact our dedicated customer support team here. We want your return experience to be as smooth as possible!

Start Your Return:

Click here to start your return

Important reminders for your return process

• Please ensure that you only return the Carbon Loom items listed on your provided return label. Exclude any non-Carbon Loom items from your return, as we will not be able to process or return these items to you, and they will be disposed of.
• Please note that sale items are considered final sales and are not eligible for returns and refunds.
• If a discount is accepted by the customer to keep any item instead of returning it, a future return option is void.
• When initiating the return, be sure to choose the appropriate reason for return. This helps us ensure that your return is processed accurately and efficiently.
• Kindly allow up to 10 business days from the day the item is delivered to our warehouse for processing. We'll work diligently to complete your return as quickly as possible.
• Refunds will be issued to the same form of payment used for the original purchase. Alternatively, if you selected store credit, the refund will be processed accordingly.

Received a damaged or defective item?

Received a damaged or defective item from Carbon Loom? Don't worry! We offer a FREE Exchange. Please reach out to our dedicated Customer Support team here, and they will promptly assist you in resolving the issue. For more information, feel free to visit our FAQ page. Your satisfaction is our top priority, and we are here to make things right!

How long does it take to process my return and refund?

• Once you complete your return request, you will have access to a printable return label.
• After our warehouse receives your return and verifies that it complies with our returns policy, we will initiate the refund process to your original payment method. Please note that payments may take up to 10 working days to process, depending on your bank or payment provider. Rest assured, returned items will be refunded, excluding the original cost of shipping.
• The refund will be returned to your original payment method, or if you selected store credit, it will be processed accordingly.
• Once the refund has been issued, it will take up to 3 business days for the funds to reflect back on your credit card or Paypal account.

If you have any questions or concerns about your return, refund or lifetime warranty, feel free to reach out to our customer support team here.

We are committed to ensuring a smooth and efficient return process for you!