Refund policy

We are committed to ensuring your satisfaction with your order. If you are not completely satisfied with your product, you have the right to return it for a refund or exchange. Please review our policy below:

Return Window

You may return items within 30 days of receipt. The product must be in unused condition and in its original packaging to qualify for a refund.

Return Process

To initiate a return, please contact our customer service team via email at info@carvedculture.com to request a return. Please allow up to 10 working days for us to receive and process your return. Refunds will be processed within 10 business days of receiving the returned item. We will notify you upon receipt of the returned goods.

Refunds and Exchanges

For returns of non-faulty items: Refunds will be issued excluding postage costs. For faulty items: We will cover the cost of return postage and issue a full refund or may offer you a replacement. Please contact us before returning faulty items to arrange for return postage coverage.

Refunds will be processed back to the original payment method used for the purchase. Under no circumstances will refunds be issued through any payment gateway or alternative payment methods. This ensures that all refunds are handled securely and consistently.

Definitions of faulty items

For clarity, ‘faulty’ refers to items with a manufacturing defect or not as described at the point of dispatch. Items are inspected and dispatched in new condition. Damage that occurs during transit, or as a result of courier or customs handling, does not constitute a manufacturing fault under this policy.

Condition of Returned Items

Items must be returned in the condition they were received. For brand new items, tags must be intact, packaging must be undamaged, and the product must be in a condition that allows us to resell it. Any damage or missing components may result in a partial refund or the refund void.

Return Shipping Costs for Non-Faulty Items

Customers are responsible for covering the cost of return shipping for non-faulty items. We recommend using a trackable method to ensure the item reaches us safely. Please note that we do not cover shipping costs for non-faulty returns.

Shipping for Returns

All returns must be sent via a trackable method, and tracking numbers are necessary. Please use sufficient packaging to protect the item during return shipping. Damage incurred during return shipping may affect the refund amount.

Exceptions

Certain products, such as earrings and made-to-order furniture and sofas, cannot be returned unless they are faulty.

Missing Orders

• An item is considered to be lost if it has not been delivered within 60 days for local delivery or 90 days for international delivery.
• In the case of a missing item, we will investigate with the delivery company. After the investigation and informing the customer, we will have 30 days to make a decision regarding a replacement or a refund, based on the investigation outcome.
• We are not liable for missing items or damages that occur because of it, but we are responsible for ensuring that the item is sent. If a courier is at fault, we will pursue a claim for the missing item.

Incorrect Items

If you receive an incorrect item, please contact us immediately so we can arrange for the correct item to be sent and return the incorrect one at no additional cost.

Customer Responsibility

The customer is responsible for the item until it is received by us. We recommend using a trackable shipping method to ensure the item reaches us. If the customer has paid for return shipping and encounters an issue, it is the customer's responsibility to create a claim with the postage or freight company. If the customer does not contact the postage or freight company regarding a missing return, this may impact the refund amount. We are not liable for any issues related to the return shipment that arise due to failure to address claims with the shipping provider.

Incorrect Return Address

If a return is not received due to an incorrect return address provided by the customer, we will not be responsible for refunding or replacing the item. It is the customer’s responsibility to ensure that the correct return address is used. Any issues arising from incorrect address details are the customer's responsibility to resolve with the shipping provider.

Sending Incorrect or Incomplete Items

If the returned item is not the original item sent to the customer, is incomplete, or does not match the description of the product originally purchased, we reserve the right to withhold a refund or exchange. In such cases, the customer may be liable for any costs associated with returning the incorrect item.

Refund Processing Time

Refunds typically take up to 5 working days to appear in your bank account after we process the return. However, this timeframe may vary depending on your bank and their processing speeds.

Return Address

All returns should be sent to the following address: Carved Culture 40 Clarendon House,
Clarendon Road,
Hove, East Sussex,
BN3 3WW, United Kingdom.

Please ensure the item is securely packaged and sent via a reliable, trackable method.

Partial Refunds

Partial refunds may also be issued in cases of transit damage, where the item was dispatched in new condition but arrived damaged due to courier or customs handling. These goodwill refunds are discretionary and represent the maximum resolution available in such cases. Refunds will never exceed the original order value.

Return Agreement and Communication

All returns must be agreed upon and acknowledged by our team via email. Please contact us at info@carvedculture.com before sending any items back. Returns sent without prior approval may not be processed.

Non-Returnable Items

Please note that the following items unless faulty are not eligible for return:

• Digital products.
• Customized items.
• Gift wrap additions.

Fraudulent Claims

We take fraudulent claims very seriously. If we determine that a return request is based on fraud or deception, we reserve the right to deny the refund or exchange and report the incident to the relevant authorities. Any attempts to deceive or defraud our company will be pursued with legal action where applicable.

Reporting Fraudulent Returns

If a return is suspected to be fraudulent or involves deception to obtain additional money or benefits, we will investigate thoroughly and may report the matter to the authorities. We reserve the right to refuse service to customers found engaging in fraudulent activities and take legal action if necessary.

Musical Instruments Disclaimer

Musical instruments are delicate items and may require tuning, repair, or specialist adjustment after transport. International shipping of such instruments carries inherent risks, and Carved Culture cannot accept liability for costs associated with tuning or repairs required as a result of courier handling or customs inspections.

International Returns

For international returns, the customer is responsible for all customs duties, export charges, and handling fees. These charges are imposed by couriers and customs authorities and are often significant. In addition, the cost of return shipping for international orders must be borne by the customer unless otherwise agreed in writing. Customers are strongly advised to consider these potential costs before placing an international order.

Statutory Rights

This policy does not affect your statutory rights. You have the right to cancel your order and return goods within 14 days of receipt, as stipulated by consumer protection laws. For more details on statutory rights, please refer to our full terms and conditions.

Policy Violations

We reserve the right to refuse returns and refunds after the 30-day period or if the policy conditions are not met. Any breach of our policy may result in account suspension.