Returns Terms & Conditions

Items Damaged in Transit
All items damaged in transit must be reported to Carlsbro within 24 hours of the unit being received.
If an item is visibly damaged then the carriers delivery note must be signed and the product accepted as if a normal delivery. Carlsbro must then be contacted to arrange collection of the damaged product and all accessories delivered with the product must be returned in the original or suitable packaging. Once received back into the warehouse, a replacement will be sent.

Items Faulty on Arrival
If your items are faulty on arrival, you have 7 working days in which to inform us of the fault. All items must be returned in their original packaging complete with all accessories.
Any products returned with a genuine fault will be replaced with an identical unit.

Items Faulty in Warranty Period
If any product develops a fault within the warranty period, you are entitled to return the product to Carlsbro to be repaired within the terms of the warranty.
The warranty repair will only be carried out for product that has not been damaged by the user. Please see our warranty terms and conditions

Returns Authorisation Number
All products must be returned with a returns authorisation number as generated by our system or by calling our returns line on 0845 258 2902.
Any product returned without this number may be refused, returned to the user and an invoice raised for the carriage costs. If a product is accepted without an authorisation number there may be a delay of up to 30 days to repair or replace and return the product.

All returned items will be tested, if a returned item is found not to be faulty then the item will be returned back to the customer and a handling charge will be applied.
No other carrier must be used unless previously agreed by Carlsbro.

Carlsbro may ask for proof of purchase to be provided with all returns if sufficient information is not submitted.

Carlsbro are not liable for items damaged due to incorrect packaging. All products must be suitably packaged in order to survive the journey from the customer to Carlsbro and also the return journey back to the customer. A charge will be applied to products that require replacement boxes due to unsuitable packaging.