Return, Exchange & Replacement Policy

Carryage & Co.

At Carryage & Co., every creation reflects our commitment to craftsmanship, material integrity, and thoughtful design. Each piece undergoes meticulous quality inspection prior to dispatch.

We understand that purchasing luxury is a considered decision, and we strive to ensure a seamless post-purchase experience. Kindly review the policy below before initiating any request.

1. Promotional & Limited-Time Offers

• Products purchased under B1G1 (Buy 1 Get 1) or similar promotional campaigns are considered final sale and are not eligible for return or exchange.
• Such products may only be replaced in case of a verified manufacturing defect, reported within 7 days of delivery.
• In Buy 2 Get 1 offers, the complimentary product is automatically applied to the lowest-priced item in the cart.
• Orders including complimentary gifts, promotional bundles, gift boxes, or packaging add-ons are treated as final sale and are not eligible for return or exchange.

2. Returns & Product Eligibility

If you wish to return an eligible product, it must meet the following criteria:

• The product must be unused, unwashed, and in pristine, resalable condition.
• All original tags, dust bags, protective coverings, packaging boxes, and accessories must remain intact.
• The item must not show any signs of wear, perfume, stains, washing, alteration, or damage.
• Requests must be raised within the applicable return window.
• A clear and continuous unboxing video is mandatory for claims involving:
  • Damage in transit
  • Manufacturing defects
  • Incorrect product received
  • Missing items

All returned products undergo a strict quality inspection. Items that do not meet these standards may be declined and returned to the customer.

Note: Slight variations in colour or texture due to photography lighting, screen settings, or the natural characteristics of materials do not qualify as defects.

3. Non-Returnable Categories

For hygiene, safety, and exclusivity reasons, the following items are non-returnable and non-exchangeable:

• Facemasks
• Swimwear
• Undergarments
• Jewellery
• Beauty or cosmetic products if the seal is removed or tampered with
• Custom-made, personalised, monogrammed, engraved, or made-to-order products
• Items marked as Final Sale

Products that have been worn, altered, washed, or damaged after delivery will not qualify for return or exchange.

4. Garments & Apparel

Size Exchange

We offer size exchanges within 48 hours of delivery, subject to availability.

The garment must be:

• Unworn and unwashed
• Free from deodorant, makeup, perfume, stains, or marks
• Returned with all original tags attached

Reverse pickup will be arranged where serviceable across India.

Returns for Garments

Returns are accepted only in case of:

• Verified manufacturing defects
• Incorrect product delivered

Requests must be raised within 48 hours of delivery and must include a mandatory unboxing video.

5. Damaged or Defective Products

If you receive a damaged or defective product:

• Notify us within 48 hours of delivery
• Email: support@carryageco.com
• WhatsApp: +91 8451020340
• Share your order details along with a clear and continuous unboxing video

Upon verification, Carryage & Co. will arrange reverse pickup where serviceable.

6. Shipping & Delivery Delays

Carryage & Co. makes every effort to dispatch and deliver orders within the estimated timelines displayed at the time of purchase. However, once an order has been handed over to our logistics partner, the delivery process is managed by the respective courier service.

We partner with reputed and leading logistics and delivery service providers across India to ensure reliable delivery. However, delivery timelines may occasionally be affected by circumstances beyond our control.

Carryage & Co. shall not be held responsible for delays caused by the courier or logistics partner, including but not limited to:

• Operational delays at courier hubs
• High shipment volumes or seasonal delays
• Weather conditions, natural disasters, or other unforeseen circumstances
• Strikes, transportation disruptions, or logistical issues
• Incorrect, incomplete, or inaccessible delivery addresses provided by the customer
• Customer being unavailable at the time of delivery
• Delays caused by repeated delivery attempts
• Local transportation or last-mile delivery issues
• Government restrictions, regulatory requirements, or unforeseen events
• Delays during peak sale periods, festivals, public holidays, or promotional campaigns

Restricted & Non-Serviceable Areas

Certain locations across India may have limited, restricted, or temporarily unavailable courier services due to geographical, operational, security, regulatory, or logistical limitations.

For such locations:

• Delivery may take longer than the estimated timeline.
• Additional delivery attempts may be required.
• We may request an alternate delivery address where necessary.
• In certain cases, delivery may only be possible through a different courier partner.
• If a location is completely non-serviceable, the order may need to be cancelled or redirected to an alternate serviceable address.

Estimated delivery dates are indicative and not guaranteed, particularly for remote, restricted, or non-serviceable locations.

Please note: Delays caused by courier partners, restricted areas, force majeure events, or circumstances outside Carryage & Co.'s reasonable control do not qualify for cancellation, refund, compensation, or any other claim solely on the basis of delayed delivery.

7. Reverse Pickup, Self-Shipping & Courier Charges

• Reverse pickup will be arranged by Carryage & Co. wherever serviceable.
• If reverse pickup is unavailable at your location:
  1. Raise a return request with our support team.
  2. The designated return address will be shared.
  3. Securely pack the product with all original packaging and accessories.
  4. Ship the product and share the courier details with our support team.

Once received and approved after quality inspection, refunds, including eligible courier reimbursement, will be processed within 2 business days to the original payment method.

Courier Charges for Refused, Rejected or Undelivered Prepaid Orders

For prepaid orders, if the shipment is refused, rejected, returned, or remains undelivered due to any reason attributable to the customer, including but not limited to:

• Refusal to accept the shipment
• Incorrect or incomplete delivery address
• Incorrect or unreachable contact details
• Customer being unavailable during delivery attempts
• Failure to respond to courier calls or messages
• Failure to accept the shipment within the courier's holding period
• Customer-requested cancellation after dispatch
• Any other customer-related reason resulting in the shipment being returned to Carryage & Co.

the customer shall bear the applicable courier charges for both the forward and return shipments.

The actual courier charges incurred for both sides (forward delivery + return-to-origin/reverse shipment) may be deducted from the refundable amount, where a refund is otherwise applicable.

These charges will apply irrespective of the order value, product value, or amount paid by the customer. Any additional charges imposed by the courier partner for return-to-origin, re-attempts, address correction, or other applicable services may also be recovered from the customer.

This clause does not apply where the shipment is returned due to a verified courier error or a verified issue attributable solely to Carryage & Co.

8. Personalised & Made-to-Order Pieces

• Production timeline: 2–3 weeks
• All personalised orders are final sale.
• Returns, exchanges, and cancellations are not permitted.
• Replacement is applicable only for verified manufacturing defects, reported within 48 hours of delivery, with an unboxing video.
• Approved replacements require 2–3 weeks for recreation.
• Slight artistic variations are inherent to handcrafted products and are not considered defects.

9. Missing Item Claims

If an item is missing from your shipment:

• Notify us within 48 hours of delivery.
• Provide a clear and continuous unboxing video showing:
  • Sealed outer package
  • Complete unboxing process
  • All contents received

Claims submitted without valid documentation or beyond the applicable timeline may not be accepted.

10. Delivery Address & Customer Responsibility

Customers are responsible for providing a complete and accurate delivery address, phone number, email address, and other required delivery information at the time of placing an order.

Carryage & Co. shall not be responsible for delays, failed deliveries, additional delivery attempts, or return-to-origin shipments resulting from:

• Incorrect or incomplete address
• Incorrect phone number
• Customer being unavailable
• Refusal to accept the shipment
• Failure to respond to courier calls
• Failure to provide required delivery information
• Change of address after dispatch
• Failure to collect the shipment within the courier's applicable holding period

Any additional shipping or re-delivery charges arising from such circumstances may be payable by the customer.

11. Force Majeure

Carryage & Co. shall not be liable for any delay, interruption, or failure to fulfil an order caused by circumstances beyond our reasonable control, including but not limited to natural disasters, floods, earthquakes, pandemics, government restrictions, strikes, civil disturbances, transportation disruptions, acts of God, or other unforeseen events.

In such circumstances, we will make reasonable efforts to fulfil the order as soon as operationally possible.

Carryage & Co. reserves the right to decline any request that does not comply with the above guidelines. These policies are designed to ensure fairness, protect product integrity, and uphold the premium standards our customers expect.