At Carraway Organics, we strive to ensure every product reaches you in perfect condition. However, we understand that sometimes things don’t go as planned. Please review our returns and refund policy below:
Item Damaged
If your customer receives a damaged product, we will need to verify the damage as soon as possible.
An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.
If tracking shows that the package was successfully delivered, we require proof of damage from the customer:
- Clear images that display the reported damage, including at least one image where the universal product code (UPC) is visible on the product.
- Images of the container in which the product arrived, showing all of its contents.
Once our customer service team verifies that the item(s) were indeed damaged, we will issue a full refund for the product.
Damage claims for non-perishable products must be reported within 30 days of receiving the order to be considered for a refund.
Damage claims for frozen, refrigerated, and perishable products must be reported within 24 hours of the delivery date.
Damage claims for frozen, refrigerated, and perishable products must be reported within 24 hours of the delivery date.
No Longer Needed/Wanted
If the customer no longer needs or wants the item, we offer refunds minus a 25% restocking fee.
To be eligible for a return, the item must be:
- Unused and in its original packaging.
- Not expired at the time the return is received.
Please note that the shipping fee is non-refundable, and we do not provide prepaid shipping labels for returns.
Item Not Received
If tracking shows the package was delivered but the recipient disputes it or claims items are missing, we will open an investigation with the carrier. Requests must be made within 30 days of the delivery date.
Refunds in this scenario are not guaranteed, and cooperation is required during the investigation. Failure to cooperate may result in the denial of a refund.
Return to Sender (RTS)
In cases where packages are returned to the sender, a refund will be issued minus a 25% restocking fee and shipping charges.
This policy applies to, but is not limited to, the following situations:
- The address provided during checkout was incorrect.
- The recipient refused delivery.
- The recipient failed to pick up the package.
- The address was deemed invalid by the carrier.
If you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier, and your cooperation is necessary. Failure to cooperate may result in denial of the claim and a refund.
