Refund policy

Return and Refund Policy

We want every Carlat.com purchase to be clear and dependable. This policy explains how to request a return, report damaged or incorrect goods, arrange an exchange, and receive an approved refund.

Key information:

14-day return request period
Proof of purchase required
Prior return authorization required
Refunds are issued to the original payment method

How to request a return

You may request a return within 14 days after receiving your order. Please contact us before sending any goods back.

1. Contact our team

Email info@carlat.com and include your order number and the item you wish to return.

2. Wait for instructions

We will confirm whether the return is eligible and provide the return address, packaging instructions, and shipping information.

3. Send the goods

Pack the item securely and return it according to the instructions provided by our support team.

Return address:
Do not send goods before your return has been registered and approved.
Riga, Aleksandra Caka 81, LV-1011, Latvia

Important: Items returned without first contacting Carlat.com may be delayed, refused, or returned to the sender where permitted by law.

Return eligibility

Unless mandatory consumer law provides otherwise, returned goods should be handled carefully and sent back in a condition that allows us to inspect them.

Original condition: The item should be returned in substantially the same condition in which it was received.
Unused where reasonably possible: The product should not show unnecessary use, installation, wear, contamination, or damage.
Accessories included: Manuals, components, mounting parts, cables, and accessories should be returned with the product.
Original packaging: Please use the original packaging where available, especially for fragile or technical products.
Proof of purchase: A receipt, invoice, order confirmation, or another valid proof of purchase is required.
Secure packaging: The goods must be packaged sufficiently to prevent avoidable transport damage.

Damaged, defective, or incorrect goods

Inspect your order after delivery and contact us promptly if an item is damaged, defective, incomplete, or different from the item ordered.

Please provide:

Your order number
A clear description of the problem
Photographs or video of the product and packaging
Photographs of labels and visible transport damage

We may request further information or arrange a technical inspection. Possible solutions may include repair, replacement, missing parts, price reduction, or a refund where legally applicable.

Exceptions and non-returnable goods

The statutory right of withdrawal may not apply to certain categories of goods where an exception is permitted by applicable law.

Custom-made goods: Products made to customer specifications or clearly personalized.
Special-order products: Individually sourced, modified, assembled, painted, cut, or configured goods where legally applicable.
Hygiene-related goods: Sealed products unsuitable for return for health or hygiene reasons after the seal has been broken.
Other legal exceptions: Perishable goods, inseparably mixed goods, or other categories recognized by applicable law.

Sale items: A reduced price or promotional discount does not automatically remove statutory consumer rights.

Exchanges

The fastest way to obtain a different product, model, size, or configuration is normally to return the original item and place a new order after the return has been approved.

European Union 14-day right of withdrawal

Where European Union consumer protection rules apply, a consumer purchasing goods through a distance contract generally has the right to withdraw from the contract within 14 days without giving a reason.

To exercise this right, send a clear withdrawal statement to info@carlat.com before the withdrawal period expires.

Unless Carlat.com agrees to cover the cost, or applicable law requires otherwise, the consumer may be responsible for the direct cost of returning the goods.

Refund processing

Once the returned goods have been received, we will inspect them and notify you whether the refund has been approved, adjusted, or requires further information.

Return received: The parcel is registered and matched with the relevant order.
Goods inspected: We inspect the product, accessories, documentation, packaging, and reported issue.
Refund issued: An approved refund is sent to the original payment method unless otherwise agreed or legally required.

Approved refunds are normally initiated within 10 business days after inspection. Payment providers may require additional processing time.

If more than 15 business days have passed since the refund was approved, contact info@carlat.com.