Return Policy
Return Eligibility
Our return policy is valid for 30 calendar days from the date you receive your order. If more than 30 days have passed since delivery, we regret that we cannot offer a refund or exchange.
To be eligible for a return:
- Items must be unopened, unused, and in their original packaging.
- Proof of purchase (order number, receipt, or confirmation email) is required.
- Return requests must be submitted within 14 days of delivery via email to service@carmelie.net
Return Shipping Costs
- If the return is due to our error (wrong item, defective product, shipping damage), we will issue a full refund including return shipping fees.
- If the return is due to the buyer’s request (changed mind, ordered the wrong product/size), the buyer is responsible for return shipping costs.
- No restocking fees will be charged for eligible returns.
Product Condition Requirements
All items must be returned in their original, unopened packaging. Any products that are opened, damaged, altered, or missing parts due to non-manufacturing reasons are not eligible for return. We only accept returns for defective or damaged products caused by manufacturing issues, purchased directly from the Carmelie official store.
Return Process
1. Before submitting a return request, please provide photos or short videos showing the product damage or defect. We may ask you to follow basic troubleshooting steps to confirm the issue is not related to usage.
2. Contact our support team at service@carmelie.net with your order number, photos, and a brief description of the problem.
3. Once your request is approved, we will send you detailed return instructions. Please do not send items back without prior approval, as unauthorized returns will not be accepted.
4. After shipping the item back, please provide us with the tracking number.
5. Once we receive and inspect your return, we will notify you by email whether your refund has been approved. Refunds will be processed to your original payment method within 3–7 business days.
Non-Returnable Items
For hygiene and safety reasons, opened or partially consumed pet supplements, chews, and treats cannot be returned or exchanged.
Return Mailing Address
UNIT D01, 3/F WONG KING IND BLDG NO 2 TAI YAAU ST KL
If you have any questions about our return or refund policy, please reach out to us at service@carmelie.net