Refund policy
Refund & Return Policy
Last updated: December 27, 2025
At Carter & Morey, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the policy below.
Returns
Not the perfect fit? No worries — enjoy easy returns or exchanges within 30 days. We accept returns within 30 days of delivery.
Please note that return shipping costs are the responsibility of the customer. Carter & Morey does not offer free returns unless the item received is damaged, defective, or incorrect.
To be eligible for a return, items must meet the following conditions:
- The item must be returned within 30 days of delivery
- The item must be unused, unworn, and in original condition
- All original tags, packaging, accessories, and components must be included
- Items showing signs of misuse, excessive wear, or damage caused after delivery may not qualify for a refund
For hygiene reasons, certain items may not be eligible for return if opened or used.
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To request a return, please contact our support team at info@cartermorey.com and include:
- Order number
- Reason for return
- Photos (if item is damaged or incorrect)
- Full name
- Shipping address
Once your request is reviewed, we will provide return instructions.
Please do not send items back without contacting us first, as unauthorized returns may not be accepted.
Return Processing
After receiving and inspecting your return, we will notify you regarding approval or rejection of your refund.
Approved refunds are typically processed within 7 business days after inspection.
Refunds will be issued to the original payment method used during checkout.
Please note that depending on your bank or payment provider, refund processing times may vary.
Order Cancellation
Orders may be cancelled within 1 hour of purchase.
After this period, your order may already be processed and prepared for shipment, which may prevent cancellation.
If cancellation is no longer possible, you may still request a return after receiving your order in accordance with this policy.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please include clear photos and a description of the issue.
If we determine that the issue resulted from an error on our side, we will offer an appropriate solution, which may include:
- Replacement item
- Partial refund
- Full refund
Return shipping costs for approved defective or incorrect items may be covered by Carter & Morey.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Personal care or hygiene-sensitive products
- Gift cards
- Final sale or clearance items (where stated)
Restocking Fees
Carter & Morey does not charge any restocking fees when a refund is accepted.
Customs, Duties & Fees
International returns may be subject to customs duties, taxes, or handling fees imposed by local authorities.
Any such charges remain the responsibility of the customer unless otherwise required by law.
Contact Information
Email: info@cartermorey.com
Response Time: Within 24 hours
Customer Support Hours
Monday to Friday: 9:00 AM - 6:00 PM (EST)
Saturday and Sunday: 8:00 AM - 5:00 PM (EST)
Business Information:
Company Name: Carter & Morey
Address: Suite C, Level 7 World Trust Tower 50 Stanley Street Central HK (Hong Kong)
Phone number: +15205424169