Refund policy

At Carbon Noire, we take pride in providing high-quality, custom-made products. If for any reason you wish to return an item, please read our returns policy carefully to ensure a smooth return process.

 

Return Due to Change of Mind

We understand that sometimes, after receiving your order, you may change your mind. To accommodate this, we accept returns due to a change of mind within 14 days of receiving your order. The returned item must be unused, still in its original packaging, and in a resellable condition. This allows us to ensure that the item can be returned to our inventory in new condition.

Please note that return shipping costs are the responsibility of the customer, and unfortunately, the original shipping cost is non-refundable. There may also be a restocking fee. If your return is accepted, the refund will be processed to your original payment method or issued as store credit, at our discretion.

If an order is refused at delivery, not collected, or returned to us because import duties, VAT, customs charges, handling fees or similar charges were not paid, any such charges billed to us will be deducted from the refund total (see 'International Orders, Import Charges and Refused Delivery' below).

Custom-made-to-order products, such as our custom steering wheels, are not eligible for return unless there is a manufacturing defect. These items are made specifically for each customer, and as a result, are excluded from the standard return process.

 

Damaged or Defective Items

We take exceptional care in packaging and shipping our products to ensure they arrive in perfect condition. However, if your item arrives damaged or defective, we will do everything we can to resolve the situation.

Please inspect your order immediately upon arrival. If the item or its packaging appears damaged upon delivery, please make a note of the damage with the carrier when signing to confirm receipt, as it is their responsibility.

If damage is discovered after opening the package, please notify the carrier immediately. If the item has a manufacturing defect, please contact us within 14 days of receiving the item at info@carbon-noire.com. You will need to return the product at your own expense to our quality assurance team for inspection (including any return customs fees). If the defect is confirmed, we will approve the return and issue a refund for the item and the return shipping costs.

 

Order Cancellations

As most of our products are custom-made to order, orders can only be cancelled within 72 hours of placement. After this time, production begins, and we are unable to accept cancellations. If you wish to cancel your order, please contact us immediately to see if cancellation is still possible before production begins.

Please note that any fees associated with payment processing (including credit card processing fees and currency conversion fees) that are paid to our payment processor, not Carbon Noire, are non-refundable. These fees are incurred by the payment processor and are beyond our control. We recommend reviewing your order carefully before finalising your purchase to ensure everything is correct.

 

International Orders, Import Charges and Refused Delivery

For orders delivered outside the United Kingdom, the customer is responsible for all import duties, import VAT, customs charges, clearance fees, brokerage fees, disbursement fees, handling fees, local taxes and any other charges applied by the destination country, courier or customs authority.

If an order is refused at delivery, not collected, returned to sender, abandoned, or returned to us because the customer fails or refuses to pay import duties, VAT, customs charges, courier fees or any similar charges, this will be treated as a refused delivery.

In these circumstances, any refund will only be considered once the goods have been returned to us and inspected. We reserve the right to deduct from any refund:

• the original outbound shipping cost, including the actual shipping cost incurred by Carbon Noire where free or discounted shipping was offered;
• any return shipping costs charged by the courier;
• any import duties, VAT, customs charges, clearance fees, brokerage fees, disbursement fees, handling fees, storage fees or similar charges billed to Carbon Noire;
• any unrecoverable payment processing or currency conversion fees, where permitted by law;
• a reasonable administration or restocking fee of up to 10% of the goods value.

If the total charges exceed the refund value, no refund will be issued and we reserve the right to invoice the customer for any remaining balance.

If the parcel is abandoned, destroyed, lost or not returned to us due to the customer’s refusal or failure to pay the required import or courier charges, no refund will be issued.

This section does not apply where delivery is refused because the goods are visibly damaged in transit.

 

Return Process

If you wish to return an item, please contact us at info@carbon-noire.com within 14 days of receiving your order. We will provide clear and detailed instructions on how to return the item to us. Please ensure that the item is securely packaged to avoid damage during return shipping. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service to ensure the item is returned safely.

Once the returned item is received, we will inspect it to ensure it meets our return conditions. If the return is accepted, we will process the refund, which may take 3–5 business days depending on your payment provider. The refund will be issued to your original payment method or as store credit, depending on the situation.

 

Important Information

Please note that custom-made items, including but not limited to custom steering wheels, are not eligible for return unless there is a manufacturing defect. These products are made to order specifically for you, and as such, we cannot accept returns for these items if you change your mind or no longer want the item.

If any product is returned in a condition that does not meet our return requirements, such as items that are damaged during return shipping or items that are not in resellable condition, we reserve the right to refuse the return and refund.