Returns & Refund Policy

Returns

Carrocel’s return policy is effective for three (3) calendar days following confirmed delivery of your purchase. If more than three (3) days have passed since delivery, we are unable to authorize a return.

Due to the nature of our collection, many items are unique, vintage, or one-of-a-kind. Returns, refunds, or exchanges are only considered where an item is received damaged in transit or materially incomplete, and not as a result of handling, storage, installation, or negligence by the purchaser after delivery.

In many instances where an item sustains damage due to carrier negligence, and a claim has been submitted and approved, Carrocel may arrange for a qualified local technician to perform any necessary touch-ups or repairs. In such cases, a return or replacement of the item may not be required.

Delivery Inspection

Purchasers are responsible for inspecting items promptly upon delivery. Any visible damage or packaging concerns should be noted and photographed at the time of delivery and reported to Carrocel in writing within the three (3) day inspection period.

Damage report with photos and details should be emailed to [email protected] 

Failure to report damage within this timeframe may limit our ability to pursue claims with the shipping carrier.

Shipping Damage Claims

Where Carrocel has coordinated shipment to the purchaser, a claim will be initiated with the shipping carrier where applicable. Damage-related refunds or resolutions are contingent upon the outcome of the carrier’s insurance claim process.

Once costs are recovered through the carrier or insurance provider, an appropriate refund or resolution will be authorized.

Return Eligibility

To be eligible for a return:

• Returns, refunds, or exchanges will only be considered in the event that an item is received damaged in transit or is materially incomplete at the time of delivery. Claims must be submitted within the specified inspection period and supported by appropriate documentation.
• Items will not be eligible for return, refund, or exchange for any damage or condition arising from handling, storage, installation, misuse, or negligence by the purchaser or any third party after delivery has been completed.
• All custom made-to-order items, modified pieces and sale or promotional items are final sale and are not eligible for returns, refunds, or exchanges under any circumstances.
• In many instances where an item sustains damage due to carrier negligence, and a claim has been submitted and approved, Carrocel may arrange for a qualified local technician to perform any necessary touch-ups or repairs. In such cases, a return or replacement of the item may not be required.

Returned items must be delivered to the Carrocel showroom at:

245 Bridgeland Avenue
Toronto, ON M6A 1Y7
Canada

Refunds (if applicable)

Once a return is received and inspected, you will be notified by email confirming receipt and the status of your refund approval.

If approved, refunds will be issued to the original method of payment within ten (10) business days of approval. A confirmation email will be provided once the refund has been processed.

Late or Missing Refunds

If you have not received a refund:

• Please check your bank account.
• Contact your credit card provider, as posting times may vary.
• Allow additional processing time before contacting us.

If you have completed the above steps and still require assistance, please contact us at [email protected].

Sale Items

Sale or promotional items are final sale and are not eligible for returns, refunds, or exchanges under any circumstances.

Exchanges

Items are replaced only if defective or damaged in transit. To request an exchange for the same item, please contact [email protected] for authorization before returning the item.

In many instances where an item sustains damage due to carrier negligence, and a claim has been submitted and approved, Carrocel may arrange for a qualified local technician to perform any necessary touch-ups or repairs. In such cases, a replacement of the item may not be required.

Shipping & Returns

Returns, refunds, or exchanges will only be considered where an item is received damaged in transit or is materially incomplete at the time of delivery. All claims must be submitted within the applicable inspection period and must be accompanied by reasonable supporting documentation acceptable to Carrocel.

Once a claim has been approved, Carrocel will take care of arranging and scheduling the return shipment at no additional cost to the customer.

Delivery times for exchanged items may vary depending on location and item availability.

Policy Acceptance

By completing a purchase through Carrocel, the purchaser acknowledges and agrees to the terms outlined in this Returns & Refund Policy.