Returns Policy
At Carter Bay, we value your satisfaction and are committed to providing high-quality products. If you need to return an item, please review our returns policy below:
Eligibility for Returns
Returns are accepted under the following conditions:
- Manufacturer Defects: Items with verified manufacturer defects are eligible for return within 30 days of the order date.
- Unopened or Re-sellable Condition: Items that are unopened or in their original, re-sellable condition can also be returned within 30 days of the order date.
Restocking Fee
- A 25% restocking fee will be applied to all accepted returns.
- Exemption: If Carter Bay verifies that the item has a manufacturer defect, the shipping and restocking fee will be waived.
Return Shipping
- Customers are responsible for the cost of return shipping, except for items verified by Carter Bay as having a manufacturer defect.
- A prepaid return shipping label will be provided by Carter Bay once customers initiate a return.
Return Process
To initiate a return, follow these steps:
- Contact Carter Bay Support: If you have set up a login, you can click "return items" next to the order you would like to return. If not, please use the link here to contact us to initiate the return process.
- Receive Return Authorization: Our team will verify the eligibility of your return and provide a return authorization along with instructions and, if applicable, a shipping label.
- Ship Your Item: Package the item securely and ship it back using the provided instructions
Returns should be shipped to:
Carter Bay Returns
2902 Mayfield Road, Suite 100
Grand Prairie, Texas 75052
Important: Items returned without prior authorization from Carter Bay support will not be accepted, and no refund will be issued.
Non-Accepted Returns
The following returns will not be accepted:
- Items returned after 30 days from the order date.
- Items that are opened, used, or not in a re-sellable condition (unless due to a verified manufacturer defect).
- Items returned without prior authorization from Carter Bay support.
Refunds
Refunds are issued immediately after the product is received and is found in a satisfactory condition. Financial institutions may take an additional 5 to 10 business days before you may see it at your end.
Contact Us
If you have any questions about returns or need assistance, please click here to contact us.
Thank you for choosing Carter Bay. We appreciate your consideration and adhering to our returns policy.