Refund within 7 Days Upon Receipt

If you find anything of our product to be unsatisfactory within 7days upon receipt, you may apply for a refund by providing us with your proof of purchase. Note that you will be responsible for the shipping.

To get a refund, please follow these steps,

1. Send refund request email to service@carlulu.com within 7 days upon receipt of your order;
2. Our customer service will get back to you within 48 hours regarding the refund request;
3. Once refund is approved, you will get reply of Return Instructions on how to send the product back to us;
4. Please follow the instructions strictly when sending the product back;
5. Returned product must be brand-new, packages not damaged and accessories not missing, or you may not be able to get a refund. Refund does not include shipping.
6. Refund will be processed within 5-7 working days upon receipt and checking of your returned parcel.

 

Full Refund within 7 days on DOA items

If your order meets any of these conditions: wrong item; missing item; damages or scratches on product surface; quality issue or product not working on arrival; Please send it back to us for a full refund.

 

To get a full refund, please follow these steps,

1. Contact us by email to service@carlulu.com within 7 days upon receipt of your order, specify product issues and attach necessary photo/video, please note that a photo of the whole product with package is also required;
2. Our custom service will get back to you within 48 hours regarding the refund request;
3. Once the full refund request is approved, you will get an email of Return Instructions;
4. Please follow strictly the instructions to send back the product;
5. Returned product must be brand-new, with its original package and not used.
6. Full refund (including shipping) will be processed once we get your returned parcel and check the product.
7. Note that if the product is not approved of a DOA refund policy after checking, you may not be able to get full refund, and this will be taken care of within 5-7 working days.

 

Warranty Commitments

We provide warranty for our products for a period up to 12 months. Within the period covered under warranty, we will repair or replace our product that has ceased to function properly.

Carlulu will replace malfunction products with a same/upgraded model in the same series or one that of similar performance for customers if replacement can’t be made within due time when certain products are discontinued or for other reasons.

 

Please follow below steps on obtaining warranty service,

1. Contact us by email to service@carlulu.com specify the issues with your product, provide us with your purchase proof and video showing the issue is required especially on electronic products;
2. Our CS will get back to you regarding the product issues within 48 hours;
3. Once warranty service is approved, you will get an email with Warranty Instructions;
4. Please follow strictly the instructions to send back your product for warranty;
5. Your returned product will be arranged for warranty once we get it;
6. We will contact you after the product being fixed/repaired and arrange it to be shipped back;
7. Shipping cost of returning the product for warranty will be at your charge, and we will take care of the shipping cost of sending the fixed product back to you.
8. We do not accept any parcels by collect.

 

 

Warranty does not cover any defects or damages caused by below reasons:

- Malfunction/damage caused by misuse, including use the product under abnormal environment conditions, or do not follow the user manual etc.;

- Failure and damage caused by self dismantling of the product;

- Damage caused by force majeure (such as floods, fire, earthquake or lightning strike etc.)

- No purchase proof;

- Defects or damages not caused by our company.