Return and Refund Policy

Last Updated: October 25, 2025

At Carroll Hook, we take great care to maintain the quality and reliability of every product through careful inspection before it reaches you. Our return process is designed to make shopping with us comfortable and worry free. If for any reason you are not satisfied with your purchase, you can request a return for eligible items. We aim to make each step simple and transparent, ensuring that your experience with us remains smooth and dependable.

Return Window

Items may be returned, exchanged, or refunded within 30 days of delivery if they meet the following conditions:

1. The item arrived damaged, defective, or in poor condition.
2. The received product is in the wrong size or color.
3. If you need to return an item due to a change of mind, size or color.

Non-Returnable Items

We are unable to accept returns under the following circumstances:

1. Return requests made after the allowed time frame will not be accepted.
2. Items that have been used or mishandled.

Note: All returns must first be approved by our support team. Returns without a valid Return Merchandise Authorization (RMA) number will not be accepted.

Return Instructions and Timeframe

To ensure a smooth return process, please follow these steps:

If your item qualifies for return, contact our support team at support@carrollhook.shop with the following details:

1. Order number
2. Product name
3. Reason for return

Our customer support will respond within 24 hours with the return instructions and address. Once you ship the item, please send us the tracking number and shipping receipt.

After receiving the returned item, we’ll confirm via email and issue a refund within 10 business days.

Incorrect Shipping Address

It is the buyer’s responsibility to provide an accurate and complete shipping address during checkout to avoid any delivery issues. If you realize that an error has been made, please contact us immediately with the correct information. We will review your request and attempt to update the address before the order is processed. Please note that once an order has been packed or shipped, we are unable to make any address changes. Ensuring correct details at the time of purchase helps prevent delays and ensures your order arrives safely.

Lost or Stolen Packages

1. We are not liable for lost or stolen packages.
2. If tracking shows your package as “delivered” but you didn’t receive it, please contact the shipping carrier.
3. Need help? Reach out to our support team we’re happy to guide you.

All return/exchange

1. Return shipping fees are the buyer’s responsibility.
2. Shipping costs are non-refundable.
3. Always contact us before returning any item to receive the correct return warehouse address.

Refunds

Once we receive your returned item, it will be carefully inspected to ensure it meets our return conditions. After the review, you will receive an email notifying you whether your refund has been approved or declined. If approved, the refund will be issued to your original payment method within the 10 business days. This period may vary depending on your bank or payment provider. If you do not receive your refund after the expected time frame, please contact us for further assistance.

Delayed or Missing Refunds

If you haven’t received your refund yet, try the following steps:

1. Recheck your bank account.
2. Contact your credit card company it may take time before the refund appears.
3. Contact your bank to verify any pending processing delays.
4. If you’ve completed all of the above and still haven’t received your refund, please reach out to us at support@carrollhook.shop.

Return Method

By Mail

Restocking Fees

We do not apply any restocking fees on returned items. You will receive a refund for the item’s price once it is received and inspected, provided it meets our return conditions. This policy ensures a simple and transparent return process for our customers.

Connect With Us

Trade Name: Carroll Hook

Business Hours: Monday to Friday (9:00 AM to 5:00 PM)

Call Us: +1 (347) 985-8823

Email Support: support@carrollhook.shop

Office Address: 295 Columbia St #9, Brooklyn, New York 11231, United States