Refund policy
The Carbon Satisfaction Guarantee
(Return & Refund Policy)
At Carbon, we don’t just sell a product; we deliver a promise of unparalleled quality and experience. We are confident that our charcoal will not only meet but exceed your expectations.
That is why we are proud to offer our Satisfaction Guarantee. If you are not completely satisfied with the performance of Carbon charcoal after trying it, we are committed to making it right.
Our Policy, Simplified:
You may request a return and refund subject to the following fair conditions:
1. Timeframe:
- The return must be initiated within 14 days from the date you received your order.
2. Product Condition (For our Satisfaction Guarantee):
- To be eligible for a return after trying the product, no more than three (3) pieces may have been used from the box. This allows you to fairly experience the product and make your decision.
3. Proof of Purchase:
- The original order number is required as proof of purchase from our website.
How to Make a Return
We have made the process as effortless and convenient as possible:
- Contact Us: Send an email to support@carbonkw.com or to our whatsapp number with the subject line "Return Request".
- Provide Your Details: Please include your order number and a brief explanation of why you were not satisfied. Your feedback is invaluable to us and helps us continuously improve.
- We'll Handle the Rest: Our team will contact you to arrange for the pickup of the product directly from your address at no additional cost to you.
Your Refund Options
Once we receive the returned product and verify its condition, we will process your request. You will have the choice between:
- A Full Refund: The full amount will be credited back to your original method of payment.
- Store Credit: We can issue you a voucher of the same value for you to use on a future purchase.
This policy underscores our commitment to quality and ensures that you can purchase from Carbon with total confidence.