Common Inquiries

Quick Answers Compiled by Our Team

The most frequently asked questions from our clients are shown here. See whether your question is answered by the responses.

A member of our team will be pleased to have a one-on-one conversation with you if you can't find the information

you're looking for on our website.

What is your return policy?

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We cannot accept returns on orders that have been used/opened due to hygiene reasons.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.
Any item that is returned more than 40 days after delivery will not be refunded. Any shipping fees associated with the return or order will not be reimbursed.

How are shipping costs calculated?

To return your product, you should mail your product to: No 61A, 2nd Lane, Rubberwatta Road, Gangodawila, Nugegoda, Sri Lanka.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Is there a minimum order amount?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it were your first time visiting the site, you would understand the answer.

Refunds & Exchanges (if applicable)

Refunds;
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment.
Missing Order if you have not received your order, you must contact us within 60 days from the date of purchase. A Replacement or refund cannot be processed with orders exceeding this time frame.
Exchanges;
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customer@carboncoco.com and send your item to: No 61A, 2nd Lane, Rubberwatta Road, Gangodawila, Nugegoda, Sri Lanka.