When a return request is raised, Carousell holds the payment and steps in as a third party to mediate the dispute. Our support team will reach out to both Buyers and Sellers within 24 hours via email to advise on the next steps.
Depending on the initial evidence submitted, Carousell may reach out to either parties for more information* in order to investigate and come to a resolution.
*To facilitate the dispute resolution process, Carousell may require buyers/sellers to provide supporting documents via email within a stipulated time period. Failure to do so would result in the dispute being ruled against the non-compliant party. Buyers/sellers are advised to check their emails at least once a day during the period of dispute and to respond by the stipulated deadline.
Carousell strives to come to a resolution decision within 5 working days from when the dispute was raised. However, if the return of a product is needed, the entire resolution process may take more than 5 working days.
For sellers, you will be updated through Chat if your buyer raises a return and you can also check the Return request from My Sales > Returned tab.
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 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.
Follow-up steps after a resolution has been decided
Once Carousell has come to a decision on the outcome of the dispute, you will be updated via Updates > For action tab as well as from your profile page under My purchases > Returns tab > Order details page.
The resolution outcome may come in the form of:
i. Full refund with returns
ii. Full refund without returns
iii. Partial refund
iv. dispute declined as it is not covered under our Buyer Protection policy
For cases where a Full refund with returns is issued, you will need to arrange for the shipment of the item back to the seller. You may opt for Doorstep pick-up (via Carousell delivery partner), arrange delivery yourself via a preferred courier or meet-up. You have , else your return request will be cancelled. You will only be refunded once item has been returned to the seller. Read more on the step-by-step for Full refund with returns.
For a Full refund without returns and/or partial refund*, once outcome is ruled by Carousell, you will be immediately refunded. No further action is required from you.
In the event that Carousell has ruled that it is an invalid dispute, the return/refund request will be declined. Once the request is declined, you will not be able to raise a return/refund again.
Returning an item with Certified
Raise a Return request within 7 days from the day you received your item. If you are unable to find the Return button, it is likely that your order has been completed or you have previously tapped on "Item Received". Note that once order has been completed, returns will no longer be accepted.
Carousell will make return arrangements on your behalf if the return request is valid.
To be eligible for a return, your item must be unused and in the same condition as how you received it. You will have to return the product in its original received condition, complete with all of its original inclusions such as
- Original brand packaging
- Free gifts
- All the accessories provided with the product
You may like to include a note inside the parcel indicating your Carousell username and order number for us to identify your return easily. Take a photo of the item before and after wrapping to show that all items are packed in the original box and the parcel is sealed securely.