As part of our efforts to create a safer and more convenient way to buy and sell, we have launched Buyer Protection, which will soon replace Carousell Protection. Rest assured that all features of Carousell Protection still remain, and you can enjoy the enhanced benefits under Buyer Protection. This includes past purchases with Carousell Protection as well.
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.