Refund and Returns Policy

At Carlo plus, operating through molentria.top, your satisfaction is our priority. This Refund and Returns Policy outlines the procedures and conditions for returning products purchased from our website.

Return Window

You have 30 calendar days from the date you received your item to request a return. After this 30-day period, we unfortunately cannot offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must:

  • Be unused, unworn, and in the same condition that you received it.
  • Be in its original packaging with all original tags attached.
  • Have the receipt or proof of purchase.
  • Not be a non-returnable item (see list below).

Non-Returnable Items

Certain types of items cannot be returned, including:

  • Gift cards.
  • Perishable goods (such as food, flowers, or plants).
  • Custom products (such as special orders or personalized items).
  • Hazardous materials, flammable liquids, or gases.
  • Health and personal care items (for hygiene reasons).

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

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Send an email to [email protected] with your order number, the item(s) you wish to return, and the reason for the return. You can also call us at 210-418-6904.
  2. Await Approval: Our customer service team will review your request and provide you with return instructions, including a return shipping address (if applicable). Please do not send your item back to us without first requesting a return.
  3. Package Your Item: Securely package the item in its original packaging, including all accessories and documentation.
  4. Ship Your Item: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee that we will receive your returned item.

Our return address is: Carlo plus, 3986 Weekley Street, San Antonio, TX, US.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, typically within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or Missing Refunds:

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we will guide you through the process.

Damaged or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In such cases, we will cover the return shipping costs or arrange for a replacement, as appropriate.

Contact Us

For any questions regarding our Refund and Returns Policy, please contact us:

Policy Effective Date

This policy is effective as of June 11, 2024.