Refund policy

Carroten Australia has a 14 day refund and return policy, meaning any customer is able to request a refund or return within 14 day of their order being delivered as per their tracking link which can be found in your order confirmation email. You’ll also need the receipt or proof of purchase. 


To start a return or refund process, please contact us at info@carroten.com.au.

If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and all return postage costs have to be paid for by the customer. The customer will be eligible for a return if the product/s remain in an unbroken and undamaged state.

If it is deemed that the customer's order is eligible for a refund as per the terms outlined below, our team will process the appropriate refund to the card in which the order was purchased.  

 

Damages and issues


Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or you receive the wrong item, so that we can evaluate the issue and action the approitiate process based on each individual case. It is within the discretion Carroten Australia's team to request evidence of the damages or issues that gave arisen. This may take the form of video and/or photo. Upon approval a refund will be actioned.

 

Exceptions / non-returnable items


We will not accept any product/s that is damaged or defective by fault of the customer. It is the responsibility of teh customer that all shipping and billing information is complete and accurate. Carroten Australia will not be liable for any false providing of information that may result in errors to order delivery.

Unfortunately, we do not accept returns on sale items, wholesale orders or gift cards.

 

Refunds


We will notify you if an when if your refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Pre Orders
Pre orders on all Carroten tanning and sunscreen products are final.
Subject to availability, customers are eligible for a full refund of the purchase price if orders have not been fulfilled within 6 weeks of the purchase date. 
Unfortunately, we will not be able to refund duties, taxes or shipping charges for any pre-order item. 
If you have any further questions relating to a pre-ordered item, please use the contact form on the 'contact us' page.