For orders with tracked delivery, Carousell Protection covers the following:
- Item not received
- Item not as described
- The item is of a different variation, such as size, colour, model or version
- The item is incomplete or has missing parts
- The item is damaged or there is one or more undisclosed defect(s)
- The item is not authentic (For InstantBuy Luxury only)
An item that is materially similar with subjective and non-significant variations from the seller’s listing and description will not be accepted. This includes:
✘ Item with signs of wear but was correctly listed as being in used condition
✘ Non-significant variations, including quality, for example:
- Item listed as light pink but received as rose pink
- Item listed as palm-sized but received at 15cm
- Item listed as 8/10 but receiver claims it is more of a 6/10
How can I get a refund?
When an item received is not as listed, raise a return immediately and let your seller know what went wrong. Both the buyer and seller are highly encouraged to communicate via Carousell chat and work out a resolution together. In addition, Carousell will evaluate your return request and contact you at your registered email, within 24 hours, to ask for additional information or provide advice on the next steps.
To be eligible for a return, your item must be unused and in the same condition and packaging as you received it. Any tags on the item should be intact and not damaged. Please ensure all free gifts, warranties, tags, manuals, and any other accessories which were delivered to you are included in your return. Note that Carousell/ the seller reserves the right to reject the return and any request for return if the returned item does not meet the above requirements and/ or is due to a change of mind.
The refund will be processed when the seller has given consent for a refund and the item has been returned to the seller in the right condition.
How long does it take for me to receive my refund?
Once a refund is accepted, the process will take about 2 hours if payment was made via DBS PayLah! and about 7 to 10 working days if payment was made via credit/debit card.
Are shipping fees refunded?
Yes! The initial shipping fee that you paid for the delivery of the product will be refunded when the item has been returned to the seller.