Return and Refund Policy

Last Updated: October 22, 2026

At Shop Carlo, we value our customers and aim to provide a reliable shopping experience in both Pakistan and the United States. This Return and Refund Policy explains the procedures and conditions applicable to orders purchased through ShopCarlo.com.

Our return and refund terms may differ depending on the customer’s country of delivery. Please review the relevant section below before requesting a return, exchange, or refund.

PART 1: PAKISTAN RETURN AND EXCHANGE POLICY

Our existing retail operations in Pakistan continue under the following terms.

1. Exchange Eligibility

Products purchased from Shop Carlo in Pakistan may be eligible for an exchange within 7 days of purchase if:

  • The item arrives faulty, damaged, or defective.
  • The item does not match the original product specifications or the product ordered.

Customers must notify us within 24 hours of delivery by contacting our customer support team.

For approved claims, the customer must return the defective or incorrect product within the applicable return period. Once the returned item has been received and inspected, Shop Carlo will arrange an eligible replacement in accordance with this policy.

2. Cases Where Exchanges May Not Be Accepted

An exchange request may be declined if:

  • The request is submitted outside the applicable timeframe.
  • The product has been damaged through use or improper handling.
  • The product has been tampered with or altered.
  • Required accessories, labels, original packaging, or included promotional items are missing.

These restrictions are subject to applicable consumer protection laws.

3. How to Request an Exchange in Pakistan

Customers can contact us through our official Facebook page or email Order@shopcarlo.com.

Please include your order number, product details, and a description of the issue. Our team will provide further instructions if the request is approved.

4. Shipping Costs for Pakistani Orders

Shipping costs are handled according to the circumstances of the return and the applicable terms communicated by Shop Carlo.

Where an item arrives damaged or incorrect, eligible shipping costs will be reviewed in accordance with applicable law and our customer support process.

PART 2: USA RETURN AND REFUND POLICY

This section applies to orders delivered to customers in the United States, including purchases of artificial Christmas trees, pre-lit Christmas trees, and other eligible holiday products.

5. Same-Day Delivery Issue Reporting

Customers in the USA must inspect their orders immediately upon delivery.

If your artificial Christmas tree or another product arrives damaged, defective, incorrect, or materially different from its advertised description, please contact Shop Carlo on the same calendar day the order is delivered.

To report an issue, contact us through WhatsApp or email:

  • USA WhatsApp: +1 818-278-0107
  • Email: Order@shopcarlo.com

Please provide your order number, delivery date, a description of the issue, and photographs or videos where appropriate.

Under our standard policy, return, refund, and exchange requests relating to delivery issues must be reported within this same-day reporting window. Requests made after the deadline may not qualify under our standard policy, except where otherwise required by applicable law.

6. Refunds for USA Orders

If a product arrives damaged, defective, incorrect, or materially different from its advertised description, Shop Carlo will review the claim and determine the appropriate remedy under this policy and applicable law.

Depending on the circumstances, the available remedy may include a refund, replacement, or exchange.

Submitting a request does not automatically guarantee approval. We may request supporting evidence to verify the issue.

Approved refunds will be processed through the applicable payment method. The time required for funds to appear in your account depends on your payment provider or financial institution.

7. Artificial Christmas Tree Return Policy – USA

Before purchasing an artificial Christmas tree or pre-lit Christmas tree, customers should carefully review the product description, height, dimensions, lighting features, included accessories, and other specifications.

If your Christmas tree arrives damaged, defective, incorrect, or materially different from the advertised product, contact us on the same calendar day as delivery.

For approved claims, our team will provide return instructions and explain the applicable refund or replacement process.

Products that have been assembled, decorated, modified, or used may require additional assessment. Nothing in this policy excludes remedies required under applicable consumer protection laws.

8. Return Conditions for USA Orders

For approved returns, customers should generally retain the product in its original condition and include its original packaging, accessories, instructions, and other supplied components.

A request may be declined under our standard policy if the product has been damaged through misuse, altered without authorization, or returned with missing components that affect eligibility.

These conditions do not restrict any non-waivable rights customers may have under applicable law.

9. Return Shipping Costs – USA

Return shipping arrangements depend on the product and the reason for the return.

If an item arrives damaged, defective, incorrect, or materially different from its description, Shop Carlo will review any applicable return shipping reimbursement or other remedy in accordance with applicable law.

For other approved returns, customers may be responsible for return shipping costs unless otherwise stated or legally required.

Please obtain return authorization and shipping instructions before sending any product back.

10. Sale Items and Promotional Offers – USA

Christmas tree sale items and promotional purchases remain subject to the same delivery issue reporting requirements outlined in this policy.

A promotional price or sale discount does not remove applicable customer rights concerning damaged, defective, incorrect, or misrepresented products.

Any additional return conditions must be communicated clearly and applied only to the extent permitted by applicable law.

11. Order Cancellation Policy – USA

If you wish to cancel an order, contact us as soon as possible.

Cancellation requests should be submitted within 24 hours of placing the order by emailing Order@shopcarlo.com or contacting us through our USA WhatsApp number.

We will make reasonable efforts to stop an order before processing or dispatch, but cancellation cannot be guaranteed once fulfilment or shipping has begun.

This policy is subject to any applicable statutory cancellation rights.

12. How to Request a USA Return or Refund

To request assistance:

  1. Contact Shop Carlo on the same calendar day your order is delivered if you are reporting a delivery-related issue.
  2. Message us on WhatsApp at +1 818-278-0107 or email Order@shopcarlo.com.
  3. Include your order number, delivery date, and a clear description of the problem.
  4. Attach photographs or videos if the product is damaged, defective, or incorrect.
  5. Wait for our team to review your request and provide instructions.

Please do not ship an item back until your return request has been reviewed and return instructions have been provided.

PART 3: GENERAL INFORMATION

13. International Orders

Shop Carlo serves customers in Pakistan and the United States. The applicable return and refund terms depend on the order’s delivery destination and any mandatory consumer protection requirements.

Customers outside these markets should contact our support team to confirm the terms applicable to their order.

14. Contact Shop Carlo

Website: https://shopcarlo.com/

Email: Order@shopcarlo.com

USA WhatsApp: +1 818-278-0107

When contacting our team, please include your order number to help us resolve your query efficiently.

Thank you for shopping with Shop Carlo. We appreciate your trust and look forward to serving our customers in Pakistan and across the United States.

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