Refund policy

Returns and Exchanges for Product Issues Only

We accept return or exchange requests only when an item arrives damaged, defective, incorrect, or materially different from its description. You must contact us within 48 hours of delivery at service@carmoj.com and provide your order details together with clear photos or videos showing the issue.

Returns and exchanges are not accepted for change of mind, personal preference, no longer wanting the item, or ordering the wrong item.

Replacements and Refunds

After reviewing the evidence, we may approve a replacement, partial refund, full refund, or another appropriate solution. In most approved cases involving damaged or defective products, the original item does not need to be returned. For an approved replacement, the customer is responsible for a US$10 replacement shipping fee.

If a physical return is required, please wait for our return instructions before sending the item. Do not return products to an address displayed on our website without authorization.

Customized or Personalized Products

Customized or personalized products are not eligible for returns or exchanges because of change of mind, personal preference, or incorrect customer-provided customization details. If a customized item arrives damaged, defective, incorrectly produced due to our error, or materially different from its description, the same 48-hour reporting and evidence requirements apply.

Review Your Personalization Details

Customers are responsible for reviewing personalization details before placing an order. If an item is produced correctly according to the information submitted by the customer, errors in customer-provided customization details are not considered manufacturing defects.

Approved Refunds

Approved refunds are normally submitted to the original payment method on the same day they are approved. Payments are processed through PayPal or Airwallex, depending on the original payment method. The time for funds to appear in the customer’s account depends on the payment gateway, card issuer, or bank and may take up to 30 days in some cases.