Return Policy Page

1. return/refund requests

1.1 Subject to the terms and conditions set forth in this Refund and Return Policy and the Terms of Service, Buyer may request the return of purchased items ("Items") and/or a refund prior to the expiration of the carousell Warranty Period. Terms of Service.

1.2 The carousell Guarantee is a service provided by carousell at the request of the User to help the User deal with certain conflicts that may arise during the transaction. Users may communicate privately with each other to resolve differences or contact the appropriate local authorities to help them resolve any disputes before, during or after using the carousell Guarantee.

2. Return Requests

2.1 A Buyer may request a refund and/or return only if

The Buyer has not received the item.

The item is defective and/or damaged upon delivery.

The item was received incomplete (missing quantity or accessories).

The seller has delivered to the buyer an item that does not conform to the agreed specifications (e.g. wrong size, color, etc.).

the item delivered to the buyer is materially different from the description provided by the seller in the list of items.

The items received are counterfeit goods**.

The item received is physically damaged (e.g. dented, scratched, broken).

The item received is defective (e.g. faulty, does not work as intended).

through a private agreement with the seller, the seller must send his/her confirmation to carousell to confirm the agreement; or

Change of mind*.

*Change of mind return policy applies only to certain categories and is limited to certain sellers.

**The counterfeit merchandise return policy applies only to carousell Mall sellers.

2.2 Buyer's request must be submitted through the carousell mobile app.

2.3 carousell will review each Buyer's application on a case-by-case basis and will determine, in its sole discretion, whether the Buyer's application is successful.

2.4 Please note that if requested by carousell, Buyer must ship the merchandise to the location specified by carousell within ten (10) calendar days of the return request.

2.5 carousell, in its sole discretion, will approve your refund and return request. Buyer acknowledges and agrees that carousell' decision is final, conclusive and binding, and covenants and agrees not to sue or otherwise bring any claims against carousell or its affiliates in connection with such decision.  

2.6 If Buyer has instituted legal proceedings against Seller, Buyer may provide carousell with formal notice from the appropriate authorities requiring carousell to continue to hold the Purchase Money until a formal determination is made, and carousell will determine, in its sole discretion, whether it is necessary to continue to hold such Purchase Money.

3. Rights of Preferred Sellers

3.1 If you are a Preferred Seller, you should have received separate written notice from carousell informing you of your election to participate in the carousell Preferred Seller Program. If at any time you decide not to participate in the carousell Preferred Seller Program, please notify carousell in writing; otherwise, you will be deemed to have elected to continue to participate in the carousell Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy.carousell may, at its sole discretion, suspend or remove from the carousell Preferred Seller Program at any time carousell may suspend or remove any Preferred Seller from the carousell Preferred Seller Program at any time in its sole discretion.

3.2 carousell' decision to approve a refund or return under Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to comply and do all things necessary to make Buyer's request for a refund or return valid and approved by carousell.

3.3 For any refund or return request approved by carousell, carousell will notify the Preferred Seller by email ("Email Notification") and organize the shipping of the relevant returned items to the address provided in writing to carousell by the relevant Preferred Seller to complete the refund and return process, provided that the address is located the country in which the relevant item is listed for sale on the Site ("Local Address"). If the Preferred Seller fails to provide a local address for the returned item or otherwise fails to accept the return within a reasonable time (as determined by carousell), carousell reserves the right to dispose of such item in any manner it deems appropriate, and the Preferred Seller shall be deemed to have forfeited all rights to such item. If Preferred Seller does not receive the returned item, Preferred Seller must notify carousell within seven (7) days after receipt of the email notification ("Notice Period") Failure to notify carousell within the Notice Period shall be conclusive evidence and shall result in Preferred Seller having accepted delivery of such item, and Preferred Seller agrees not to assert any claim against any such Failure to notify carousell within the notice period will be conclusive evidence and result in Preferred Seller having accepted delivery of the item, and Preferred Seller agrees not to make any claim or dispute any such item.

3.4 Notwithstanding the foregoing, carousell may, in its sole discretion, not return an item approved for refund or return to Preferred Seller, and Preferred Seller shall be deemed to have forfeited all rights to such item.

3.5 With respect to any refund or return of merchandise received by carousell and rejected by carousell, carousell will organize the delivery of such merchandise to the address of the relevant purchaser in accordance with Section 2 above.

3.6 If carousell approves any refund or return request, the Preferred Seller may appeal the decision by contacting carousell and providing evidence to support the appeal. If carousell sustains the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. Preferred Seller acknowledges and agrees that carousell' decision is final, conclusive and binding, and covenants and agrees not to sue or otherwise bring any claims against carousell or its affiliates in connection with such decision.

4. Rights of Regular Sellers

4.1 For purposes of this Refund and Return Policy, a Regular Seller is a Seller who is not a Mall Seller or a Preferred Seller.

4.2 When carousell receives a request from Buyer for a return and/or refund, carousell will notify Seller in writing. Seller may respond to Buyer's request by following the steps provided by carousell in the written notice. Seller must respond within the time frame specified in the written notice ("Specified Period"). If carousell does not hear from Seller within the Required Time Period, carousell will assume that Seller has not responded to Buyer's request and will continue to evaluate Buyer's request without further notice to Seller.carousell will review each Seller's response on a case-by-case basis and determine, in its sole discretion, whether Buyer's request is likely to be successful in the circumstances described by Seller.

5. Return and Exchange Situations

5.1 In order to enjoy a hassle-free experience when returning an item, Buyer shall ensure that the item, including any free items such as accessories provided with the item, must be returned to Seller in the same condition in which Buyer received it at the time of delivery. We will advise the buyer to take pictures of the item upon receipt.

6. Liability for return shipping

(a) In the event of unforeseen errors by Seller (i.e. - damaged, defective or incorrect items delivered to Buyer), Seller will be responsible for Buyer's return shipping costs.

(b) In the event of a change of mind by Buyer, Buyer shall obtain Seller's consent prior to return and Buyer shall be responsible for return shipping costs.

(c) In the event of a dispute between Buyer and Seller as to the party responsible for return shipping charges, carousell will determine, in its sole discretion, the party responsible for return shipping charges.

7. Refunds

7.1 Buyer will receive a refund only upon carousell' receipt of Seller's confirmation that Seller has received the returned merchandise. If carousell does not receive a response from Seller within the specified time period, carousell will have the right to refund the applicable amount to Buyer without further notice to Seller. Refunds will be made to Buyer's credit/debit card or designated bank account, whichever is applicable.

8. Communication between Buyer and Seller

8.1 carousell encourages users to communicate with each other when problems arise during a transaction. Since carousell is the platform on which users conduct their transactions, Buyer should contact Seller directly to resolve any issues related to the purchased item.