We hope you love your Carry Gem. If you change your mind, we offer exchanges or store credit within 14 days of delivery, subject to the conditions below.
Change of Mind
To be eligible for a change of mind return, your Carry Gem must be:
- Unused and in its original condition
- Returned in its original packaging
- Free from marks, scratches, odours or signs of use
- Accompanied by proof of purchase
Approved change of mind returns are eligible for store credit or exchange. Refunds are not offered for change of mind returns.
Customers are responsible for return shipping costs, and original shipping fees are non refundable.
To request a return, contact hello@carrygem.com within 14 days of delivery. Once your return has been approved, we’ll provide you with the next steps.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact hello@carrygem.com as soon as possible with your order number and photos or a short video showing the issue.
We’ll assess the issue and provide an appropriate remedy in accordance with your rights under Australian Consumer Law.
Where a refund is applicable, it will be returned to your original payment method. Please allow up to 10 business days for the funds to appear, depending on your bank or payment provider.
Nothing in this Returns Policy excludes or limits your rights under Australian Consumer Law.
Contact Us
For any questions about returns or exchanges, please contact us at hello@carrygem.com.