Refund Policy

Refund Policy - Carminna

Our commitment is to your total satisfaction. If you have purchased a product from Carminna and need to request a refund, exchange, or return, please follow the guidelines below, which are aligned with the UK Consumer Rights Act and the EU Consumer Rights Directive.

1. Dissatisfaction with the Product (Right of Withdrawal)

In accordance with UK and EU consumer laws, you may request a return for dissatisfaction within 14 calendar days after receiving the product.

2. Defective or Damaged Products

If a product has a manufacturing defect, you have a statutory right to a repair, replacement, or refund.

  • Immediate Damage: For issues such as damaged glass/screens, visible scratches, or missing parts, the customer must contact us within 24 hours of receipt and provide images of the package as it arrived. After this period, any such damage will be considered the result of wear and tear or misuse.
  • The Procedure: The first step for any exchange or return is to contact our Customer Service team, who will provide all necessary instructions.

Conditions for Return due to Dissatisfaction

To be eligible for a refund or exchange:

  • The product must show no signs of use.
  • If the product has adjustable parts (e.g., watches with removable links), it must not have been altered.
  • The product must be sent in its original packaging, including the external shipping box with the label intact.
  • Failure to comply with these conditions will invalidate the refund or exchange request.

Upon receipt of the package, an analysis will be conducted. Once approved, the customer may choose between:

  • An exchange for another product currently in stock.
  • A full refund of the product price.
  • Note: Shipping costs are generally non-refundable if the item received was correct and in perfect condition.

Warranty

All products from Carminna are covered by a standard warranty against manufacturing defects. To activate the warranty, the customer must send a video (up to 1 minute) demonstrating the problem. The video must clearly show the product's packaging with the shipping label visible. If sending photos, the defect and the packaging must be clearly visible.

Please Note: Carminna does not provide local technical assistance or authorized repair centers. Our team will provide support to find the best possible solution (repair, replacement, or refund) within the scope of this policy.

Issues Not Covered by Warranty

The warranty does not cover aesthetic damage occurring after delivery, such as broken or cracked screens. Furthermore, the following are excluded:

  • Damage caused by liquids (e.g., submersion in water, fluid spills).
  • Defects caused by attempted repairs or modifications made by the customer or third parties.
  • Inappropriate use of accessories.
  • Damage resulting from natural wear and tear (e.g., screen scratches, oxidation due to skin acidity).
  • Normal reduction of battery life.
  • Deliberate tests performed by the customer to verify durability (e.g., impact tests, water resistance tests).

Team Carminna.