Exchanges / Returns

If you are not 100% satisfied with your purchase, Carter's offers you the possibility of making changes or returns, provided that:
1. Products are eligible for exchange or return.
Products that are not personalized or any other product that, according to current regulations, does not allow the right of withdrawal.
2. They were purchased directly from our website.
Returns of products purchased at other stores must be managed directly with the establishment where the purchase was made.
3. You request the exchange or return within 30 calendar days after receiving the order.
Returns will not be accepted outside of this period.
4. The products must be in suitable condition to allow their nature, characteristics, and operation to be verified.
It is not mandatory to return them in their original packaging, although it is recommended to avoid possible damage.
Manage my exchange or return
Is there a cost for exchanges or returns?

Exchanges: They are completely free.

Returns: They incur a cost equivalent to standard shipping, which will be covered by the customer, provided they were informed of this cost before making the purchase. In the case of defective products or incorrect shipments, Carter’s will cover all costs associated with the return.
When will I receive my refund?

The refund will be processed within a maximum of 14 calendar days from the receipt of the return request. We reserve the right to withhold the refund until the product is received or proof of its return is provided.
Can I cancel my order?

Orders can be canceled if they have not yet been shipped. Please contact our customer service team as soon as possible to manage the cancellation.
How do I make an exchange or return?

You can manage your exchange or return by clicking on the "Request exchanges/returns" button and following the instructions. You will need your order number and email address.
What do I do if I received a defective or incorrect product?

If you have received a defective or incorrect product, please contact our customer service team as soon as possible via our contact form or WhatsApp.

We will help you manage it and offer you a quick solution: exchange or refund, as you prefer.

Remember to keep the product in its original condition and not use it.

Legal Guarantee for Consumer Goods

All our products are covered by the legal guarantee of 3 years from the date of delivery. In case of non-conformity, you have the right to request repair, replacement, price reduction, or contract termination, in accordance with current regulations.

Repair or replacement will be free of charge for the consumer, including collection costs, transport, labor, and materials necessary to bring the product into conformity.

In case of a refund, you will receive a refund of the amount paid, including shipping costs, once we receive the defective product.
Can I return part of my order?

Yes, you can return any products you wish, as long as they comply with our returns policy.
What happens if my return does not comply with the policies?

If the returned product does not meet the specified conditions (original condition, labels, etc.), we will not be able to process the refund and the product will be returned to your address.
How do I exercise my right of withdrawal?

You have the right to withdraw from your purchase within 14 calendar days from the receipt of your order, without needing to justify the reason and without any penalty.

To exercise your right of withdrawal, you can:

  1. Withdrawal form available in our General Purchase Conditions, Annex I.
  2. Contact form

Once we receive your request, we will refund the total amount of your purchase, including shipping costs, within a maximum of 14 calendar days, using the same payment method used for the purchase.

Important: Return shipping costs will be borne by the customer, unless the reason is an error on our part or a defective product.