How to return an item
We want our customers to be completely satisfied with every item that they purchase from Caribu.
We understand that there may be times when you will need to return a product that you have purchased from us.
A refund may be issued to you if;
- You have received an incorrect item/s in your order
- You have received a damaged or faulty item
- You have changed your mind (please be advised, the cost of return would be at your cost)
Eligible items purchased online can be returned for a refund by following the below steps.
To return an item:
1. Submit a Returns Request Form
2. Once submitted, you will be given a ticket ID via email (your support ticket)
3. Our Customer Experience Team will assess and respond via your support ticket to advise if we require this item to be returned to our warehouse *applicable to faulty and/or damaged items - a photo is required
4. Depending on the assessment by our Customer Experience Team - you will either be provided with a returns label or notified a courier has been booked for collection.
5. If you are provided with a returns label, fill out your details on the slip you received with your order and include it in the return parcel
6. Return the item to the below address. Please include your name and CART ID on a piece of paper.
CARIBU ONLINE RETURN
258 Beach Road
Avalon, VIC, 3212
7. You will be notified by email once your return has been processed at our Returns Warehouse.
Timing:
Returning an item: If you are returning an item to Caribu, please allow 5-10 business days for the return to be delivered and processed at our warehouse, once this has been received by Australia Post.
Refunding an item: Once your return has been received and approved by Caribu, please allow up to 10 business days for the refund to appear at your financial institution.
Important note: Refunds are processed to the original method of payment used for the order.
For further assistance or if you have any questions regarding your return, please reach out to our friendly Customer Experience team.