Refund and Returns Policy

Effective Date: October 26, 2026‌

This Refund and Returns Policy is published and enforced by Carrérouge SARL, with registered address at 119 Rue de Hollerich, L-1741 Luxembourg, Luxembourg, operating our official e-commerce platform at www.carrerougesarl.com. This policy outlines the full set of rules, eligibility criteria, and procedures that govern all return and refund requests for purchases made through our website, covering our full collection of desk tools, including phone holders, coasters, decorative trays and other workspace products we offer. If you have any questions or inquiries related to our return and refund processes, you can reach our support team at any time via contact email [email protected], or call our support hotline at +352 2619 6708 during our business hours of 9:00 to 18:00 CET, Monday to Friday. All customers who place orders on www.carrerougesarl.com are deemed to have acknowledged and accepted all terms of this policy at the point of order confirmation.

1. Core Policy Principle: No “Refund Only” Requests Are Permitted

To ensure fair and consistent service for all customers, and to maintain the operational sustainability of our small desk accessory e-commerce business, we strictly ‌do not accept any partial or full refund-only requests that do not include the physical return of the purchased item to our designated return address under any circumstances‌. This rule applies to all order scenarios, including but not limited to cases where customers state they no longer need the product, the product does not match their expected aesthetic, the product does not fit their specific desk layout, or minor subjective preference-related complaints. No customer is eligible to keep the purchased merchandise while receiving a full or partial monetary refund from Carrérouge SARL. Any “refund only” request submitted without the accompanying return of the product will be automatically declined by our customer service team.

2. Return Eligibility Criteria

To qualify for a valid return process that can proceed to corresponding refund or exchange processing, your returned item must meet all the following requirements:

The return request must be submitted within 30 calendar days from the date you receive your ordered package, in line with our service guidelines listed on our official website. Requests submitted beyond this 30-day window will not be accepted for return processing.
The product you intend to return must be completely unopened, unused, in its original undamaged packaging, and in the exact same condition as when it was shipped to you. We will not accept returns of items that show signs of installation, daily use, accidental damage, stains, scratches, or modification.
You must provide the original order number, order confirmation email, and valid proof of delivery to confirm that the item being returned was originally purchased from www.carrerougesarl.com. Customized, personalized, or final-sale items marked as non-returnable on the product detail page are not eligible for return.
If the item you received arrives damaged due to logistics mishandling, or has verified manufacturing defects that affect normal use, you are required to provide clear, unedited photos or short videos that fully document the defect or damage status within 7 calendar days of receiving the package, as supporting material for your return application.

3. Step-by-Step Return Processing Procedure

First, submit a formal return request to our customer support team via email at [email protected], with your order number, full name, and clear description of your reason for return. Our team will review your request and send you a formal pre-approval confirmation along with our designated official return shipping address within 2 working days.
Carefully pack the unopened, unused item back into its original packaging, attach the order note we will send to you, and ship the package back to our designated return address using a traceable, insured shipping service. You will be responsible for covering all the return shipping costs, unless the return is initiated due to verified manufacturing defects or shipping damage caused by our logistics partners.
Once our warehouse team receives and inspects your returned item, and confirms that it fully meets all our return eligibility criteria, our team will send you a confirmation notice. For all valid returns, you can choose between two processing options: an exchange for another eligible product of equal value from our store, or a full refund that will be credited back to your original payment method. Refund processing usually takes 3 to 10 working days to reflect in your account, depending on the processing speed of your selected payment service provider.

4. Exceptions and Special Notes

We do not offer refunds for digital products, shipping fees paid for the original order, or customized personalized products that are made to your specific requirements. If you receive a wrong item that does not match the product you ordered, please contact our support team immediately, and we will arrange a free replacement for you after you return the incorrectly delivered merchandise, no return shipping fees will be charged in this scenario. All return and related processing decisions made by Carrérouge SARL will be final, to ensure equal and fair treatment for every shopper on our platform. If you have any further questions about this policy, feel free to contact our support team at any time for clarification.