Refund policy

Refund Policy

We want you to be happy with your purchase. We also know that buying something like this online means taking a small leap of faith, so here is exactly how returns work.

RETURN WINDOW

CarolSpin accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.

WHAT WE ACCEPT BACK

The CarolSpin set is an electronic product. Returns are accepted for sets that are unused and complete: the frame, all nine records, the clip-on garland, the USB-C cable and the quick card, in their original packaging.

If you have opened the box but not used the set, contact us before returning it and we will tell you whether it still qualifies. Loading music onto the frame and then changing your mind does not automatically disqualify a return, but the set must come back complete and in resalable condition.

RETURN CONDITIONS

To be accepted, a return must meet all of the following:
- the set is unused and complete (frame, all nine records, garland, USB-C cable, quick card);
- there are no signs of damage, dirt, marks, moisture or odour;
- all original packaging and accessories are included;
- you can provide your order number or the order confirmation email.

Signs of use, drops, liquid damage or missing pieces will invalidate the return.

HOW TO START A RETURN OR EXCHANGE

E-mail customer.carolspin@outlook.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions — unannounced returns cannot be processed.

Once a return is approved, please send the item back within 14 days.

RETURN SHIPPING

You are responsible for the cost of return shipping and for packaging the item securely. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at customer.carolspin@outlook.com and we will look into it.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or incorrect, e-mail customer.carolspin@outlook.com within 48 hours of delivery with a photo of the item and the packaging. We will arrange a free replacement or a full refund at no cost to you.

Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return once the item has been received and inspected. Follow the same steps above to start the return.

EXCLUSIONS

We cannot accept returns of sets that have been used or damaged by drops, liquids or use contrary to the instructions, sets returned incomplete, or sets returned without their original packaging.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at customer.carolspin@outlook.com — we read everything.