Refund & Return Policy

Last Updated: January 2024

At Carolstrong, customer satisfaction is not a slogan—it’s a standard. We stand behind the quality of every product we sell, from Beanies and Bucket Hats to Caps and Cowboy Hats. That said, we understand that sometimes things don’t work out. This Return & Refund Policy explains how returns, exchanges, and refunds are handled so you know exactly what to expect—clearly, fairly, and without hidden conditions.

This policy applies to all purchases made through https://carolstrong.com/.

1. Return Eligibility Overview

We offer a 30-day return window on eligible items.

Return Window

  • Items may be returned within 30 days from the date of delivery.
  • Returns requested after 30 days from delivery are not eligible.

To qualify for a return:

  • The item must be unused, unworn, and unwashed
  • The item must be in its original condition
  • Original packaging (when applicable) should be included
  • Proof of purchase (order number or receipt) is required

2. Items Eligible for Return

The following product categories are eligible for return when they meet the conditions above:

  • Beanies
  • Bucket Hats
  • Caps
  • Cowboy Hats

All items are inspected upon return to ensure eligibility.

3. Items Not Eligible for Return

Returns will not be accepted for:

  • Items returned after the 30-day window
  • Products showing signs of wear, alteration, or damage caused by the customer
  • Items returned without proof of purchase
  • Products damaged due to improper use or care

4. Return Process

To initiate a return, please follow these steps carefully to ensure timely processing.

Step-by-Step Return Instructions

  1. Contact our support team at support@carolstrong.com
  2. Provide your order number and reason for return
  3. Our team will review your request and provide return instructions
  4. Securely package the item and ship it according to the instructions provided

Returns sent without prior authorization may experience processing delays or be rejected.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (such as a defective or incorrect item).
  • We do not charge restocking fees.
  • No handling or processing fees are deducted from refunds.

6. Refund Policy Overview

Refunds are issued once the returned item has been received and inspected.

Refund Processing Time

  • Refunds are processed within 12 days after the returned item is approved.
  • Refunds are issued to the original payment method used at checkout.
  • You will receive a confirmation email once the refund has been processed.

There are no refund fees, deductions, or penalties.

7. Refund Timeline Table

Refund Stage

Timeframe

Return received

1–3 business days

Inspection & approval

3–6 business days

Refund processing

Up to 12 days total

Please note that once a refund is issued, the time it takes for funds to appear in your account may vary depending on your financial institution.

8. Partial Refunds

In certain cases, partial refunds may be issued if:

  • Items show signs of use
  • Original packaging is missing
  • The product is returned in a condition different from when it was shipped

Customers will be notified before any partial refund is finalized.

9. Exchanges

At this time, direct exchanges are not offered.

If you would like a different size, color, or style:

  • Return the original item following this policy
  • Place a new order for the desired item

This approach ensures faster processing and accurate inventory management.

10. Damaged or Defective Items

If your item arrives damaged or defective, we want to make it right.

What to Do

  • Contact us within 7 days of delivery
  • Email support@carolstrong.com
  • Include your order number and clear photos of the issue

Once verified, we will provide a resolution, which may include:

  • Replacement
  • Refund
  • Store credit

In these cases, return shipping costs will not be charged to the customer.

11. Incorrect Items Received

If you receive an incorrect item:

  • Contact our support team within 7 days
  • Provide your order number and photos of the item received

We will correct the issue promptly at no additional cost.

12. Lost Returns

Carolstrong is not responsible for return packages lost in transit. We strongly recommend using a trackable shipping service when returning items. Proof of delivery may be required for refund approval.

13. Cancellations

Orders can only be canceled before they are shipped.

If you need to cancel an order:

  • Contact support immediately at support@carolstrong.com
  • Once an order has shipped, it must follow the standard return process

14. Business Days Definition

For the purposes of this policy:

  • Business Days: Monday through Friday
  • Excludes weekends and recognized holidays

15. Customer Support Information

Our support team is available to help with returns, refunds, or general questions.

Support Hours

  • 8:00 AM – 7:00 PM (EST)
  • Monday – Saturday

Contact Details

16. Policy Updates

Carolstrong reserves the right to modify or update this Return & Refund Policy at any time. Changes will apply to orders placed after the updated policy is published on our website.

We recommend reviewing this policy periodically to stay informed.