When a return request is raised, the payment will be held safely until the issue has been resolved.
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.
Returning an item with InstantBuy
For listings with InstantBuy, returning an item is free and easy! Carousell will make return arrangements on your behalf if the return request is valid. You will just have to make sure the item you’re requesting a return is within the 7-day return policy.
If you are trying to return a fashion item with InstantBuy, you will be required to drop off the items at your nearest Ninja Point of your convenience within 10 days. A return shipping label will be provided to you via email when your return request has been accepted. Before heading down to any Ninja Point, you will need to prepare your parcel by printing the shipping label. Please note that this shipping label should be printed at your home before you head down to the Ninja Point, as there will be no onsite printing services.
For all other returns with InstantBuy, a return pickup will be arranged for you at your selected time slot between Monday - Saturday:
(A) 9.00am to 12.00pm;
(B) 12.00pm to 3.00pm;
(C) 3.00pm to 6.00pm; or
(D) 6.00pm to 10.00pm.
You may wish to indicate the order number and return tracking number on the parcel to allow faster processing/ identification by the seller. Once the return is received by the seller and evaluated, your refund will be processed.