Refund policy

We want you to be satisfied with your purchase. This page explains how returns and refunds work, what situations qualify, and what to expect at each step. If you have a question not covered here, email us at support@ilovecarlins.com.

Return Window

You may request a return within 30 days of the delivery date shown in your tracking confirmation. Requests submitted after 30 days from delivery cannot be accepted.

When You Can Return

We accept returns in two situations:

Defective or incorrect items — The item arrived damaged, was not what you ordered, or does not match the product description on our website
Change of mind — You decided the item is not right for you, provided it is unused and in its original condition

For defective or incorrect items, please contact us within 3 business days of delivery so we can resolve the issue quickly.

Return Conditions

To be accepted for return, items must meet the following:

Return requested within 30 days of the delivery date
Item is unused, or defective as received
All original components included — pots, pans, lids, handles, and carry bag where applicable
Original packaging preferred, but not strictly required for defective items

Your order number is required as proof of purchase for all returns.

Items That Cannot Be Returned

We are not able to accept returns for:

Items returned more than 30 days after delivery
Items that show signs of use, outdoor exposure, or wear beyond inspection
Items damaged due to misuse, improper storage, or conditions beyond normal outdoor use
Items with missing parts or accessories not included in the original shipment

Return Shipping Costs

We cover return shipping when:

The item arrived damaged or defective
We sent the wrong item

In these cases, we will provide a prepaid return label or reimburse your return shipping cost as part of your refund.

You are responsible for return shipping when:

You changed your mind or no longer need the item
The item does not meet your personal expectations but is not defective

We recommend using a trackable shipping service for your return. We are not responsible for return packages lost in transit without tracking. Original outbound shipping costs are non-refundable.

How to Start a Return

Step 1 — Contact us first

Email support@ilovecarlins.com before sending anything back. Include:

Your order number
The reason for your return
Photos of the item if it arrived damaged or incorrect

Do not ship anything back until you receive a confirmed return authorization from us. Packages sent to the original shipping address without authorization may not be processed.

Step 2 — Ship the item back

Once your return is approved, we will send you the correct return address and any applicable prepaid label. When shipping:

Use a trackable shipping service
Keep your shipping receipt until your refund is confirmed

Refund Processing

Once we receive and inspect your returned item, refunds are processed within 3 to 5 business days. Refunds are issued to your original payment method. Your bank or payment provider may take an additional 3 to 10 business days to post the funds to your account. You will receive an email confirmation when the refund is issued.

We do not process direct exchanges. If you would like a different item, start a return for the original order and place a new order for the item you want once your refund is confirmed.

Order Cancellations

You may request a cancellation within 24 hours of placing your order for a full refund. Email us at support@ilovecarlins.com with your order number as soon as possible.

Once an order has shipped, cancellation is no longer possible. If you no longer want the item after it has shipped, you may submit a return request under the 30-day return window once the order is delivered.