Refund & Return Policy

Important Notice
By placing an order with Carter Monroe, you agree to the policy below.

Returning a Product

You have 30 days from the date you receive your item to request a return.
After 30 days, we’re unable to offer a refund or exchange.

Returned items must be:

  • Unused and unaltered

  • In the original packaging (with all tags, accessories, and inserts included)

  • In the same condition as received

We do not cover damage caused by misuse, negligence, improper care or handling, or normal wear and tear.
Only manufacturing defects are eligible for return or replacement.

Non-Returnable Items

For hygiene and safety reasons, the following are final sale once opened or if a hygiene seal is removed:

  • Underwear

  • Lingerie

  • Swimwear (if the hygiene seal is removed)

  • Other sealed hygiene-related products

How to Start a Return

To request a return, email support@carter-monroe.com with:

  • Your order number

  • Reason for return

  • Photo(s) of the item (required for damaged or defective claims)

  • Your contact details

If your return is approved, we’ll send you the return address along with step-by-step instructions.
Items sent back without prior authorization will not be accepted.

Return Costs & Fees

  • Return shipping costs are the customer’s responsibility.

  • We recommend using a trackable shipping service, as Carter Monroe is not responsible for returns lost in transit.

Wrong Product Received

If you receive the wrong item, please contact us within 48 hours (and no later than 30 days after delivery).
We will send the correct item free of charge, and you may keep the incorrect item as our gift.

Damages & Issues

Inspect your order immediately upon delivery and contact us if the item is defective, damaged, or incorrect.
We’ll review your case promptly and arrange the best possible solution.

Exchanges

The fastest way to receive the correct item is to return the one you have and place a new order once your return is approved.
If you need help with sizing or choosing a replacement, our customer service team is happy to assist at support@carter-monroe.com.

Refunds

Once your return is received and inspected, you’ll be notified via email whether your refund is approved or denied.
Approved refunds are processed within 2–4 business days and issued to your original payment method.

Most refunds appear in your account within 3–5 business days, depending on your bank or payment provider.
If 15 business days have passed since approval and you haven’t received your refund, please contact support@carter-monroe.com.

Order Cancellations

Orders cannot be cancelled more than 24 hours after placement due to automated fulfillment processes.

Questions?

We’re always here to help.
support@carter-monroe.com