Effective Date: 17 September 2026
Last Updated: 17 September 2026
This Policy applies to purchases made directly through www.carterfarrago.com, operated by Connext Five Three LLP, trading under the brand name Carter Farrago. It should be read together with our Terms of Service, Shipping Policy and Warranty & Service Policy.
1. Order Cancellation
An order may be cancelled before it enters dispatch preparation, subject to confirmation by Carter Farrago. Once an order has entered dispatch including preparation for a made-to-order or limited-release piece it can no longer be cancelled for change of mind.
All orders are prepaid; where a cancellation is confirmed before dispatch, the full amount paid will be refunded to the original payment method.
2. Return Window
You have 3 days from the date of delivery to request a return. The item must be unworn, unused, with tags, and in its original packaging including the presentation box and you will need your proof of purchase (emailed to you at the time of order).
To start a return, email support@carterfarrago.com with your order number before sending anything back. Items returned without a confirmed return request are not accepted and may be sent back to you at your cost.
3. Valid Reasons for Return
Returns and replacements are accepted only for:
- Manufacturing defect - a verifiable fault in materials or craftsmanship present at delivery;
- Damage during transit supported by photographic or video evidence; or
- Wrong product delivered a different model, variant or specification than ordered.
A manufacturing-defect or transit-damage claim is resolved with a replacement of the same model not a cash refund, and not a swap to a different variant. Where the same model is genuinely unavailable, we will offer a refund or an equivalent-value alternative instead of leaving the claim unresolved. A wrong-item claim is resolved by shipping the correct item you originally ordered.
4. Not Eligible
- Change of mind, sizing, fit, or general dissatisfaction with appearance we publish detailed specifications, dimensions and imagery on every product page so you can decide before ordering;
- Accessories non-refundable;
- Watch characteristics inherent to a mechanical movement (see our Terms of Service, Section 6) that fall within stated tolerances.
5. What Counts as “Final Sale”
An order is final sale and therefore not eligible for return, refund or exchange only when at least one of the following is true at checkout:
- the product was tagged Sale on its product or collection page;
- a sale-specific discount code was applied to the order; or
- the order was placed during a named, dated campaign listed on the website (e.g. a specific festive sale).
General updates sent by WhatsApp, SMS or email new launches, restocks, brand news do not by themselves make a purchase final sale. If a message doesn't carry a discount code or a link to a labelled Sale collection, an order placed after seeing it follows the standard return policy above. Final-sale items remain eligible for a remedy under Section 3 if they arrive defective, damaged or incorrect final sale removes only the change-of-mind exclusion in Section 4, never a defect claim required under applicable law.
6. To Qualify
- Unused, unworn, original packaging, tags on;
- Original presentation box intact damage to it will be deducted from your refund or replacement eligibility;
- A continuous unboxing video is strongly recommended and materially assists any claim; its absence does not by itself invalidate a genuine defect or transit-damage claim, but we may request other reasonable evidence in its place; and
- The item must pass quality inspection on arrival at our facility.
7. Authorisation and Return Shipping
Do not send a product back before receiving a confirmed return authorisation and shipping instructions from us. Where a return is approved because the product was defective, damaged in transit, or incorrect, Carter Farrago will arrange and bear the reasonable cost of return shipping, including for international orders. Pack the item securely using its original packaging wherever possible we are not responsible for damage caused by inadequate return packaging arranged by the customer.
8. Inspection and Resolution Timeline
Once the item reaches our facility, it will be inspected to confirm the reported issue and that the conditions in Section 6 are met, ordinarily within 5 business days of receipt. Approved refunds are issued within 10 business days of approval, to your original payment method. Approved replacements are ordinarily dispatched within 3 to 7 business days after inspection is complete, subject to stock availability.
9. Snapmint EMI Orders
For orders placed using Snapmint EMI as the payment method, an 8% processing fee will be deducted from the total amount in the event of a return or cancellation. This fee is charged by Snapmint, is outside Carter Farrago's control, and is non-refundable.
10. International Orders
Where a return is approved under Section 3, Carter Farrago bears reasonable return-shipping costs as stated in Section 7. Consumer-protection laws differ between jurisdictions; where the law applicable to your purchase provides a mandatory right that cannot legally be excluded by contract, that statutory right applies notwithstanding anything in this Policy.
11. Abuse of the Return Process
We may decline or investigate a request involving repeated unsupported claims, altered or fabricated evidence, removal or alteration of serial numbers, deliberate damage, or other suspected misuse of this Policy. This will not be used to deny a legitimate claim merely because a customer has previously requested assistance.
12. Contact Us
Legal Entity: Connext Five Three LLP
Brand: Carter Farrago
GSTIN: 24AAUFC4477D1Z9
Registered Address: 1203–1208, 12th Floor, Vasupujya Rio Empire, Adajan Hajira Road, Near PAL RTO, Adajan, Surat, Gujarat – 395009
Email: support@carterfarrago.com
Please include your order number in every communication.