Returns and Exchanges Policy
Returns & Exchanges Policy
Last Update: December 2025
Timeline: You must report these issues within 3 calendar days of delivery.
If your order arrives defective, incomplete, or damaged, email cs@carboncopy.one immediately. Do not use the product further and keep all packaging.
IMPORTANT: Courier Damage & Insurance
- Customer Responsibility: Due to insurer policies (specifically for Spaceship shipments), you must file the insurance claim for transit damage. We are technically unable to file this on your behalf.
- Our Guarantee: If your claim is rejected by the insurer despite clear evidence of an obvious courier error (e.g., severe crushing or lost parcels), forward us the rejection notice. In such evident cases, we will step in and cover the refund ourselves.
Our Philosophy: Transparency & Reality
Our mission is to curate uncompromising and hassle-free moments. To achieve this, we operate differently from traditional luxury brands.
We do not inflate our prices with the exorbitant "blood-sucking margins" that big brands use to subsidize loose return policies. Instead, we operate on realistic, thin margins to ensure you receive the highest quality product at the fairest price.
Because of this, we cannot absorb third-party costs (shipping, credit card fees) on returned items without risking our business. Our policy is based on actual costs incurred. We do not profit from returns.
If you are uncomfortable with a deduction, we are happy to provide evidence of the fees we have paid upon request.
1. 90‑Day Return Window & Hard Close
All customers are entitled to a 90‑day return window from the original purchase date.
- The 93-Day Hard Close: The window strictly closes 93 days after purchase.
- Late Requests: If you realize you have just missed the window (e.g., Day 91), submit your request immediately. While not guaranteed, we review borderline cases on a discretionary basis. Once the 93-day mark is passed, the system is closed.
Refund Calculation
Standard Returns: Refunds are based on effective revenue received minus non-recoverable costs (Original Shipping, Credit Card fees, Shopify commissions). This deduction is capped at 5%.
Company Error / Defect: If our investigation confirms a defect or company error, you receive a 100% Full Refund. No deductions applied.
2. Shipping Your Return & Risk of Loss
- Return Shipping: You are responsible for the cost of shipping products back to us (unless it is a verified Company Error).
- Risk of Loss: The risk of lost or damaged mail lies entirely with the customer until it arrives at our facility. We strongly recommend using Tracked Mail. If a parcel does not arrive, we cannot process a refund.
3. Condition Categories & Outcomes
Note: QC decisions and investigation reports are retained for 7 years. For access info, please refer to our Privacy Policy.
A. Verified Company Error / Defect
The Independent QC Team confirms the product was defective, incorrect, or damaged in transit (where insurance failed).
Outcome: 100% Full Refund. No deductions.
B. Good Condition
Returned materially similar to delivery state; no misuse.
Outcome: Full refund minus original shipping and capped 5% admin fee.
C. Acceptable Condition
Minor wear or packaging damage that prevents reselling as new.
Outcome: Partial refund determined case-by-case based on remedial work required.
D. Qualified Condition (Bad Faith)
Heavily used, damaged, or "wardrobing" abuse.
Outcome: We reserve the right to refuse the refund entirely.
4. Fraud, Misuse & Professional Conduct
Zero Tolerance for Fraud
We maintain a zero‑tolerance stance towards fraudulent activity (e.g., returning different products, intentional damage). We may deny refunds, blacklist customers, and report activity to law enforcement.
Professional Conduct
We engage respectfully and expect the same. We are not obliged to tolerate abuse. Requests containing abusive or threatening language will negatively impact our ability to exercise discretion in your favor.
5. The Process & Independent Adjudication
- Prepare: Write a clear explanation including your Order Number and photos.
- Submit: Email cs@carboncopy.one.
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Independent Review:
- To ensure absolute fairness, disputes are adjudicated by our Independent Quality Control (QC) Team.
- This team operates with authority equivalent to the Board of Director level.
- Their technical assessment is final. General management cannot intervene.
*ps If you need a template to feel safe that you included everything, click here
6. Frequently Asked Questions (FAQ)
Alliance Support: While we cannot refund money we no longer have, we are happy to ally with you if you wish to legally pursue these providers to reclaim these fees. We will provide necessary transaction records.
