Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Due to the collectible and blind box nature of our products, special conditions apply to returns where the sealed packaging has been opened (see below).

Unless the item is defective, damaged, or incorrect, customers are responsible for the cost of return shipping. Original shipping costs are non-refundable.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.

To start a return, you can contact us at hello@carousel-club.com. Please note that returns must be approved before items are sent back. Items returned without prior approval will not be accepted.

If your return is accepted, we’ll send instructions on how and where to send your package. 

You can always contact us for any return question at hello@carousel-club.com.

 

 

Blind Box Products (Important)

Carousel Club products may be sold as blind box collectibles, meaning the exact design you receive is random and only revealed once opened.

Because the surprise element is a core part of the product experience:

  • Returns are accepted if the product is unused and unopened

  • If the sealed packaging has been opened, we may apply a reduction in refund value to reflect the loss in resale value

  • Returns cannot be refused solely because you received a specific design or variant that was part of the advertised assortment

Opening the outer packaging carefully to inspect the product is allowed under EU consumer law. However, items must still be returned in resalable condition.

We recommend opening packaging carefully if you wish to retain the option to return your order.

 

 

Damages and issues

Please inspect your order upon reception and contact us immediately if:

  • the item is defective

  • the item is damaged

  • you received the wrong item

We will evaluate the issue and make it right.

Under EU consumer law, you are entitled to a replacement or refund if a product is faulty or not as described.

 

 

Exceptions / non-returnable items

Certain types of items cannot be returned:

  • gift cards

  • custom or personalised products

  • items damaged after delivery through normal wear or misuse

  • items not returned in original condition

If a blind box product is returned in a condition where it cannot reasonably be resold as new, we may deduct an amount from the refund to reflect the reduced value.

Please contact us if you have questions about your specific item.

 

 

Exchanges

Because blind box items are randomly packed, we cannot guarantee availability of specific designs for exchange.

If you would like a different item, the fastest way is to request a return (if eligible) and place a new order.

 

 

European Union 14 day cooling-off period

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days, for any reason and without justification.

You may open the outer packaging to inspect the product as you would in a physical store.

However, if the product has been used, damaged, or opened in a way that reduces its resale value (for example opening sealed blind packaging), we may apply a deduction from your refund to reflect the loss in value.

Proof of purchase is required.

 

 

Refunds

We will notify you once we’ve received and inspected your return and confirm whether the refund has been approved.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please note it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact hello@carousel-club.com.