Refund policy

Returns and refunds

We want you to be confident in every purchase. If something isn't right, we're here to help.

Return window

You may return any unworn eyewear within 14 days of delivery. Frames must be in the same condition as received — unworn, unmarked, with all original packaging, case, cleaning cloth, documentation, and certificates included. Eyewear that shows signs of wear, adjustment, or lens modification cannot be accepted.

How to return

Contact us at gallery@carrovi.com with your order number and reason for return. We will provide return instructions within 24 hours.

Return shipping

Return shipping is paid by the buyer unless the item is defective or not as described. We recommend using a tracked and insured shipping service — CARROVI is not responsible for items lost or damaged in return transit.

Refunds

Refunds are processed within 3–5 business days of receiving and inspecting the returned item. The refund is issued to your original payment method. Depending on your bank or card provider, it may take an additional 5–10 business days for the refund to appear on your statement.

Exchanges

We do not offer direct exchanges. If you would like a different frame, please return the original item for a refund and place a new order. Due to the limited nature of our inventory, we recommend ordering promptly — frames may sell out while a return is being processed.

Damaged or incorrect items

If your eyewear arrives damaged, defective, or significantly not as described, contact us at gallery@carrovi.com within 48 hours of delivery with photographs of the issue. We will resolve the matter promptly at no cost to you — including full return shipping and either a replacement or a complete refund.

Authenticity guarantee

Every frame sold through CARROVI is guaranteed authentic. If any item purchased from CARROVI is found to be inauthentic, we will refund the full purchase price including all shipping costs. No questions asked. This guarantee has no time limit.

Non-returnable items

Eyewear that has been worn, adjusted, scratched, or returned without its original case, packaging, and documentation cannot be accepted for return. Frames with prescription lenses fitted after purchase are not eligible for return.

Questions

If you have any questions about returns, please contact us at gallery@carrovi.com before shipping anything back. We respond within 24 hours.