Return & Refund Policy
At Caraway, we strive to provide a smooth and fair return experience so you can shop with confidence. Please review the following policy to understand how to submit return requests, eligibility requirements, and refund procedures for your order.
Return Eligibility and Timeframe
Eligible purchases can be returned within 30 days from the delivery date. Return requests must be submitted within this 30-day window to qualify for a refund or exchange. This period respects any additional consumer protections mandated by law.
Conditions for Returns
To be eligible for return, items should generally meet the following conditions:
- Remain unused and in resalable condition.
- Include original packaging, where applicable.
- Contain all original components and accessories.
- Not be damaged due to improper use.
- Be accompanied by valid purchase documentation.
Certain product categories, such as personalized or hygiene-related items, may have specific return restrictions as permitted by law.
Return Authorization Process
Please contact Caraway’s customer support at higybagaoisan@gmail.com before returning any item. Your return request should include:
- Order number
- Product name or description
- Reason for the return
- Photographs of the item and packaging, if applicable
After reviewing your request, we will provide detailed instructions on how to proceed with the return.
Returns Due to Damaged or Incorrect Items
If your order arrives damaged, defective, incomplete, or not as ordered, please notify us promptly. We may ask for additional information or photos to investigate. Based on the situation and applicable law, Caraway will arrange for a replacement, refund, or another suitable remedy.
Refunds
Refund eligibility depends on review of the return request and, where applicable, inspection of the returned product. Approved refunds will usually be issued to the original payment method.
Refund Processing Time
Once approved, refunds may take 5-10 business days to process. The time for funds to appear in your account depends on your payment provider, bank, and payment method.
Return Shipping Costs
For standard returns not due to an error by Caraway, customers may be responsible for the return shipping charges, as permitted by law.
If the return is for a defective, damaged, or incorrectly supplied product, we will evaluate the situation and decide the appropriate shipping arrangements.
Exchanges and Unavailable Items
Exchange requests depend on stock availability. If the requested replacement is not available, Caraway may offer a refund or discuss another suitable resolution.
Order Cancellations
To cancel an order, contact us as soon as possible. Cancellation requests must be made within 24 hours of purchase. Once the order is in fulfillment or dispatched, cancellation may no longer be possible, and the return process outlined above will apply.
Non-Returnable Items
Certain products are excluded from change-of-mind returns, including personalized items and those subject to hygiene and safety restrictions where permitted by law. Such exclusions do not affect statutory consumer rights that apply.