Refund policy

Refund policy

Refund & Return Policy

Effective: 2025

 

Custom Orders (All Sales Final Once Production Begins):

All Carbon Motive products are custom-made to order. Once production has started, we cannot cancel, modify, or alter your order under any circumstances.
Please review all specifications carefully before confirming your order.

 

Eligibility for Refunds:

To be eligible for a refund, your order must meet the following criteria:

  • Unused Condition

    • Product must be unused, uninstalled, unaltered, and undamaged.

    • Must be returned in its original packaging with all accessories included.

    • Any signs of installation, modification, wear, handling damage, or missing components will result in the return being rejected.

  • Proof of Purchase

    • You must provide a valid proof of purchase or receipt.

  • Defective Product

    • Defect claims must be submitted within 7 days of delivery.

    • Claims must be made before installation.

    • Clear photos or videos documenting the issue are required.

    • Damage caused during installation, mishandling, or modification is not considered a manufacturing defect.

  • Delayed Delivery

    • If your order has not arrived within 3 months from the purchase date, you may request a refund.

    • You will be notified of any known or expected delays.

 

Return Authorization Required

All returns must be approved by Carbon Motive before shipping back any item.

Returns sent without prior authorization will be refused and not refunded.

 

Return Window

Return requests must be submitted within 30 days of delivery.
After 30 days, refunds are not available; you may still qualify for warranty support if applicable.

 

Restocking & Processing Fee (Refund Deductions)

All approved refunds are subject to a restocking fee of 20% as well as a processing fee to cover the non-refundable payment processing costs charged to us by Shopify. These fees vary by payment method and are automatically deducted from your refund amount. We do not profit from this fee; it only covers the transaction costs incurred on your original order.

 

Return Shipping

  • Customers are responsible for all return shipping costs.

  • Shipping fees are non-refundable.

  • If the returned item is valued over $100, we strongly recommend tracked and insured shipping. CarbonMotive is not responsible for lost or damaged return shipments.

  • If a refund is approved, outbound shipping, return shipping, and processing fees will be deducted from the final refund amount.

 

Refused, Unclaimed, or Undeliverable Packages

Orders returned to us due to refusal, failure to pick up, or incorrect address provided by the customer are treated as unauthorized returns.
All shipping and processing fees will be deducted from the refund.

 

Final Sale Items:

Discounted or sale-priced products are final sale and not eligible for return or refund.

 

Warranty Policy

We offer a 6-month warranty on all CarbonMotive products. Each item is inspected before shipping to ensure quality.

Warranty coverage includes:

  • Manufacturing defects or malfunctions

  • Issues not caused by modifications, improper installation, or mishandling

  • Non-cosmetic issues (cosmetic wear such as fading, scratches, or dents from normal use is not covered)

 

Warranty Shipping:

If you are eligible for a return or exchange through our warranty program:

  • You are responsible for paying the shipping costs to return your item.

  • Shipping costs are non-refundable.

  • If you receive a refund, the cost of return shipping will be deducted from your refund amount.

  • For items valued over $100, we recommend using a tracked and insured shipping method, as we cannot guarantee the safe or timely arrival of your return.

 

Additional Information

If you haven’t received your refund within the expected timeframe:

  1. Check your bank account and credit card statement.

  2. Contact your credit card company; it may take up to 2 weeks for the refund to appear.

  3. If you’ve completed these steps and still have not received your refund, please contact us at support@carbonmotive.ca.

For any questions or updates about your order, don’t hesitate to reach out to us at support@carbonmotive.ca. We are here to help!