Refund policy

Returns & Refund Policy

Last updated: 23 July 2026

Returns and Refunds

Carter & Gray is committed to making sure you are happy with every order. If something isn't right, the conditions below explain how returns work.

Defective, damaged or misdescribed items

Products sold by Carter & Gray are covered by the implied warranties of merchantability and fitness for a particular purpose, to the extent provided under applicable state law. If something you ordered does not meet these standards, you are entitled to a full refund, a replacement or a repair.

Our 30-day return window

You may return any unused item in its original condition within 30 days of receiving it for a full refund. Items must include the original packaging and any tags they came with.

How to start a return: write to us at info@carterandgray.com before sending anything back. We will reply with the specific shipping instructions you need. Items shipped without prior authorization cannot be processed.

Because our orders ship directly from our fulfillment partner in China, returns travel back to the same facility: Lecang, No. 168-230, Nijiayan Road, Yongjiang Street, Jiangbei District, Ningbo City, Zhejiang Province, China.

What cannot be returned

A small number of items fall outside the 30-day window:

• Custom or personalized pieces made to your specification.
• Items submitted for return more than 30 days after receipt.
• Items that arrive at the warehouse used, washed, damaged, or with parts or tags missing, unless the issue was caused by us.

Refunds

Once your returned item has reached the warehouse and passed inspection, we will issue the refund to the payment method you originally used. Carter & Gray does not charge any processing fee. Refunds are usually completed within 10 business days of the warehouse receiving the goods, although your bank or card provider may need additional time before the funds appear in your account.

Common scenarios

• Exchanges: we do not run a direct exchange service. The fastest route is to return the original item and place a new order separately on our website.
• Change of mind: covered by the 30-day window above. Follow the standard return procedure.
• Defective on arrival: contact us immediately so we can arrange a refund or replacement.
• Damage in transit: report damage to us as soon as you notice it, with photographs if possible, and we will instruct you on the next steps.
• Wrong item received: contact us right away and we will arrange the correct item or a full refund.
• Order not arrived: if your tracking shows no movement past the estimated delivery window, get in touch and we will investigate with the carrier.
• Canceling before shipment: as a courtesy, you may cancel your order within 24 hours of placing it by emailing us, provided it has not yet left the warehouse. Once an order has shipped, the standard return procedure applies.

Return shipping costs

The cost of returning items is the customer's responsibility, and shipping fees we charge (where applicable) are not refundable.

Independent help

For free, impartial guidance on your rights as a consumer, you can contact the Federal Trade Commission at reportfraud.ftc.gov or your state Attorney General's office.

Contact Information

Store Name: Carter & Gray
Company Name: Peak Global Group
Registered Office Address: Gijsbrechtgaarde 238, 7329CD, Apeldoorn, Gelderland, The Netherlands
Warehouse Address: Lecang, No. 168-230, Nijiayan Road, Yongjiang Street, Jiangbei District, Ningbo City, Zhejiang Province, China

Chamber of Commerce (KvK): 99911302

VAT Number: NL869184155B01

Phone: +1 (646) 980-4459

Email: info@carterandgray.com

Customer Care Hours:
Monday to Friday | 9:00 AM – 6:00 PM (ET)
Weekends | Closed

We aim to respond to all inquiries within 24 hours.