At Carlo Rino, we strive to meet our customers’ satisfaction and respect all the time. At times a return or an exchange may be deemed necessary when the goods purchased is not at your expectation or satisfaction. When a return or exchange is made, we at Carlo Rino will be at your service and adhere to the return and refund policy at all times.
Please read our return and refund policy below, follow the steps for the type of transaction you want to make, and remember, you can always contact us with any additional order or product-related questions or issues.
When there is a need to return the product(s) to us, kindly contact us at ecustomercare@carlorino.net within 14 days upon receiving your purchased goods.
The following terms and conditions apply:-
- All purchased goods are non-exchangeable and non-refundable at the Carlo Rino retail counters at major departmental stores, Carlo Rino Boutiques or via the online store.
- A Cash Voucher will be issued via email for the return product based on the product purchase price. The Cash Voucher can only be used at www.carlorino.net and NOT applicable at any Carlo Rino retail counters at major departmental stores or Carlo Rino Boutiques.
- Return products must be in Complete / Original Packing and all tags are not to be removed. Product returned Stained, Washed or Used will NOT be eligible for return.
- If you have changed your mind on the arrival of the product, to return – all postage will be charged to you. But if it is on product default, all postage will be charged to Carlo Rino.
- Carlo Rino decision is final on any return case and no further correspondence will be entertained.
- Carlo Rino reserves the right to cancel or terminate the order if the purchase behaviour by the customer is seen to be suspicious or potentially fraudulent
If for any reason we cannot deliver your order within our time period (3-7 working days), you may at your option to cancel your order and we will provide you with a full refund in the form of Cash Voucher.
In most cases, you will need to bear the shipping charges for returning the product to us. However, if we deliver the wrong or defective products to you, all shipping cost will be borne by Carlo Rino (as long as you use a standard shipping method) and we will make sure we send the correct products to you, ALL at our expense.
CANCELLATIONS / OUT OF STOCK / PURCHASE OF WRONG ITEM
In the event of any cancellations or purchase of wrong items, Carlo Rino will provide a full refund in the form of online cash vouchers.
DAMAGED ITEMS
Our store procedures is to quality check on the products before deliver to customer to ensure the products are in order and in good condition. However, if you find that the products delivered to you are damaged, broken or defective, kindly contact us at ecustomercare@carlorino.net within 14 days upon receiving your purchased product. We will issue you an email on Product Damage Confirmation. We will then either send you a Cash Voucher, deliver a new set of product or replace the broken parts to you depends on individual case.
The below terms & conditions apply for damaged items:-
- All purchased goods are non-exchangeable and non-refundable at the Carlo Rino retail counters at major departmental stores, Carlo Rino Boutiques or via the online store.
- When we have received the claimed damaged product, Carlo Rino will decide to either replace with product or to issue a Cash Voucher for the return product based on the product purchased price. The Cash Voucher can only be used at www.carlorino.net and NOT applicable at any Carlo Rino retail counters at major departmental stores or Carlo Rino Boutiques.
- Return products must be in Complete / Original Packing and all tags are not to be removed.
- To return the damaged items, all postage will be charged to Carlo Rino. Postage charges paid will later on be refunded in the form of Cash Voucher and can only be used at www.carlorino.net
- Carlo Rino decision is final on any damage item case and no further correspondence will be further entertained.
- Carlo Rino reserves the right to cancel or terminate the exchange if the purchase behaviour by the customer is seen to be suspicious or potentially fraudulent
For any reason of exchange or returns, the value will be issued by Cash Voucher only. We do not offer refund in cash via Bank or Paypal.
HOW DO I RETURN MY PROBLEM PRODUCT?
Please Click Here fill up the return form
Next, please return your product (in Complete / Original Packing and all tags are not to be removed) through Poslaju to:
Carlo Rino E-commerce Customer Service (Return Goods)
CR BOUTIQUE SDN BHD
Lot No. L2-05, 2nd Floor, Ikon Connaught,
No. 160, Jalan Cerdas,
Taman Connaught,
56000 Kuala Lumpur, Malaysia.
Carlo Rino reserves the right to cancel or terminate the order if the purchase behaviour by the customer is seen to be suspicious or potentially fraudulent.
Carlo Rino reserves the right to alter this policy at anytime
