User account
For safety and security, each customer is allowed to create only one registered account by default. For customers attempting to create multiple accounts, we reserve the right to suspend accounts without notice.
According to customs regulations, customers must provide valid and accurate data. All recipient names, addresses and payer names must be valid. In some countries, the recipient may be required to present their ID card or passport for customs clearance of the package or to verify payment. Customers are solely responsible for the correctness of the data provided to our company. If the information is incorrect and prevents any shipment, delivery or clearance, Carsons will not be held liable and will not provide any compensation in such cases.
Carsons will always abide by the law and we remind users to do the same. As importing customers are responsible for complying with all laws and regulations in their countries. Please see our privacy policy for more information.
Orders
While every effort is made to ensure the accuracy of product descriptions, specifications and prices, there may be instances where errors occur. If such a situation arises, Carsons cannot accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed is considered an invitation and not a confirmed offer to sell. The contract is confirmed upon delivery of the goods.
Given the popularity and/or supply restrictions of some of our products, Carsons may have to limit the number of products available for purchase. Carsons reserves the right to change the quantities available for purchase at any time, even after you place an order.
Both parties agree that after orders are shipped, shipping is the sole responsibility of the third party logistics company. At this stage, full ownership of the products belongs to the buyer; all liability and associated risks during transportation shall be borne by the buyer.
Cancelled orders
Customers can cancel their order at any time before shipping via the contact page. However, once the order has been shipped, the order cannot be cancelled, changed or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.
Delivery
The delivery times shown by Carsons refer to the estimated time it takes for parcels to leave us. Since the actual delivery of your order may be affected by several events beyond the company’s control, after it leaves our company, we suggest that if customers have a special occasion or event they wish to use the item for, such as a birthday, to order the items well in advance. Carsons cannot be held responsible for late deliveries. However, we will work with you to ensure a pleasant shopping experience.
For smooth delivery and less worry, we strongly recommend that customers purchase shipping insurance during checkout. If your parcel has a shipping problem, Carsons will send you a replacement parcel free of charge. If the item is no longer in stock, we will offer you a refund option.
Any orders that do not have shipping insurance will not be the responsibility of Carsons and the customer assumes full responsibility for their package during the shipping process.
Carsons provides information via banners on its website and newsletters to customers detailing shipping delays due to the peak Christmas season and encouraging customers to order in advance. Therefore we cannot be held responsible if a customer does not receive their order in time for Christmas.
There may be situations where Carsons confirms your order but later learns that it is unable to supply the product you ordered. If we are unable to supply a product you have ordered in a timely manner, Carsons will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the shipping process as simple as possible and can send your order to your home or workplace. We can deliver to PO Boxes by all shipping methods except Express Shipping as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated on business days from Monday to Friday. For major holidays such as Christmas and Chinese Lunar New Year, please allow extra delivery time. During these special occasions, we will provide notices to reflect any delays.
Customers are responsible for providing complete and accurate shipping addresses. Carsons cannot change your shipping address after a package has been shipped, and Carsons is not responsible for packages lost due to incomplete or inaccurate addresses.
Carsons cannot be held responsible for any package that does not clear local customs and is destroyed due to the item being illegal in the country of destination. Customers are solely responsible for compliance with local laws. We also cannot be responsible for any import tax that may occur and it is the customers sole responsibility to pay this tax if applicable. Note that shipping insurance does not cover any customs issues, including but not limited to destruction or seizure of goods due to their illegal status in any destination country.
If the buyer refuses the package due to import customs duties, the buyer assumes full responsibility for all costs involved in the process.
All orders reported as “delivered” by shipping companies are considered delivered. Carsons cannot be held responsible for failure to deliver in this case.
If a delivery fails for any reason and the destination address was the correct address provided by the customer, Carsons cannot be held responsible for a parcel being returned.
We ship whatever the customer orders. We cannot be held responsible for the customer receiving the wrong item if they have placed the wrong order.
Due to international trade embargoes and sanctions currently in place, a limited number of countries are subject to limited shipping restrictions. These include: Iran, North Korea, Cuba, Syria and Sudan. Orders with shipping addresses in these countries can only be accepted if they contain clothing and nothing else.
Exchanges and Returns (Money Back Guarantee)
If when you receive the products you are not completely satisfied, you can return the items within 14 days for a refund. Returns will take approximately 5 working days to process after the goods have arrived. The exact duration depends on the payment provider used (eg PayPal, credit card company, etc.). Items must be in their original packaging, all original boxes must be intact and included, along with all packing materials, manuals, blank warranty cards, plus all accessories and documentation provided by the manufacturer.
Money back guarantee does not cover volume/wholesale and custom orders.
Return shipping charges are paid by the customer. We are generally unable to reimburse you for postage.
The cost of any product returned, deemed not to be defective, may be refunded within the period set out above. Goods modified by the customer will not be replaced, but will be returned at the customer’s own expense.
By default, the amount refunded cannot exceed the amount of the original order paid to Carsons. Our company is not responsible for and has no knowledge of any bank charges or currency exchange fees that may occur. These fees are processed by the issuing bank and will not be refunded by Carsons.
Carsons and/or the seller will act in accordance with the warranty provided by the platform when and only when the damages are related to the valid and confirmed manufacturing defects of the product. Carsons and/or the seller shall not be liable for any damages resulting from the customer’s misuse, personal negligence and other causes not relating to product defects.
Incorrect/damaged goods
We try very hard to make sure you receive your order in perfect condition. If you do not receive the products you ordered, please contact us. In the unlikely event that the product arrives defective or damaged, please contact us immediately.
Product description
Although we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content are accurate, complete, reliable or error-free. From time to time, there may be information on the Carsons website that contains typographical errors, inaccuracies or omissions which may relate to product descriptions, pricing and availability.
We reserve the right to correct errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification changes after you place an order or within 7 days of delivery, you can cancel and return the order for a full refund.
Prices
Prices and availability of items are subject to change without notice. Prices do not include VAT, import duties, in case your parcel will be examined and deemed taxable by local customs authorities. Payment of these costs is the buyer’s responsibility.
Confidentiality notice
Note: The newsletter subscription on the registration page is checked by default. Carsons respects customer privacy. Read about our privacy policy here.
Client conduct
Carsons will always endeavor to resolve issues to the customer’s satisfaction in a professional, courteous and friendly manner, we will not tolerate any unacceptable or unreasonable behavior towards members of our customer service team.
Unacceptable behavior towards customer service staff may include, for example, any of the following:
Aggressive, abusive and threatening behaviour. Examples include: all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic or pejorative remarks; rudeness; inflammatory statements; insults; and unsubstantiated claims.
Offensive complaints or persistent habitual requests, despite the fact that the problem has been completely resolved; similarly, persistent repetition of complaints despite reasonable and fair solutions provided in accordance with our policies.
Expecting or requiring staff to violate guidelines set by company policy, for example, reimbursement amount, timelines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of one’s own policies and procedures.
Repeatedly changing the nature (or emphasis) of a complaint or the desired outcome, in part, after a formal response has been made.
Excessive number of complaints compared to total purchase value history.
For such conduct, complainants may be formally warned and informed of the following:
Their language is considered offensive, abusive, threatening and completely unacceptable.
They must refrain from using such language, such intimidation and threats.
There will be no further correspondence on this matter if they persist in such behaviour.
Carsons reserves the right to stop accepting orders from the customer in the future without further notice.
Complaint’s escalation process
This process applies strictly to customer service issues. For separate legal matters such as copyright, see our legal page here. {I haven’t thought of anything here for now}
If the customer is not satisfied with the solution provided by our customer relations service, the customer can directly contact the consumer protection on the ANPC page.
Site use conditions
Copyright
All content included on the site, such as text, graphics, logos, buttons, icons, images, audio clips, digital downloads and software, are owned by Carsons and protected by international copyright laws.
Site license
Carsons grants you a limited license to access and make personal use of this site. This license does not include any form of commercial use of this site or its content, any collection and use of any products, any collection and use of any product descriptions or prices, any derivative use of this site or its content, any downloading or copying account information for the benefit of another merchant or using any type of data mining, robots or similar data collection and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold or otherwise exploited for any purpose without the express written consent of Carsons.
Marketing correspondence
Following initial registration, customers are added to our email list with special offers, coupons and promotions. This allows our customers to benefit from exclusive discounts. All customers can choose to unsubscribe from our marketing emails at any time by clicking on the link in the footer of the email.
Intellectual Property Violations
We take Intellectual Property (“IP”) very seriously and strive to avoid selling any infringing products on our site. If you believe that your IP rights or the IP rights of third parties are being infringed by products listed on our site, please notify us immediately. We will conduct an internal investigation of allegedly infringing products and take all necessary steps to protect customers, sellers and intellectual property rights holders.
Carsons Lights Team