Refund policy
Refund & Return Policy
At Carnova, we want you to be completely satisfied with your purchase. If you need to return an item, please review the policy below.
Returns
Our return policy lasts 15 days from the date your order is delivered. If 15 days have passed since delivery, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, your item must:
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Be unused and in the same condition in which you received it.
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Be in the original packaging whenever possible.
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Include all original accessories, parts, and accompanying items.
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Include a receipt or other proof of purchase.
If the original packaging is unavailable, please securely package the item in a suitable replacement box with sufficient protective materials to prevent damage during shipping.
Please do not send your purchase directly to the manufacturer. We will provide the appropriate return address and return instructions when your return request is approved. The return address may vary depending on the product.
Promotional & Sale Items
Items purchased during promotional sales or special offers are final sale and are not eligible for returns or refunds, except in cases where the product has a confirmed manufacturer defect.
Refunds
Once your returned item has been received and inspected, we will send you an email confirming receipt and notifying you whether your refund has been approved or rejected.
If your refund is approved, the refund will be processed within 3 business days. The refund will be issued to your original payment method.
Please note that the time it takes for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.
Late or Missing Refunds
If you have not received your refund after it has been approved:
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Check your bank or credit card account again.
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Contact your credit card company or payment provider, as processing times may vary.
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Contact your bank to confirm whether the refund is still being processed.
If you have completed these steps and still have not received your refund, please contact Carnova Customer Support through our official contact page.
Return Shipping
Unless the return is due to a defective, damaged, or incorrect item received, customers are responsible for the cost of return shipping.
Original shipping costs are non-refundable. If a refund is issued, any applicable return shipping costs may be deducted from the refund amount.
Return shipping times may vary depending on your location and the shipping carrier used.
Defective or Incorrect Items
If you receive an item that is defective, damaged, or different from what you ordered, please contact Carnova as soon as possible with your order details and photos of the issue. We will review the situation and provide the appropriate return, replacement, or refund instructions.