Refund and Returns Policy

Last Updated: June 4, 2024

At Carleton, operated via sylpherix.top, we want you to be completely satisfied with your purchase. If for any reason you are not entirely happy, we offer a straightforward return process in accordance with this policy.

1. Return Window

You have 30 calendar days from the date you receive your item to initiate a return. To be eligible for a return, your item must meet the conditions outlined below.

2. Conditions for Return

For an item to be eligible for a return and refund, it must meet the following criteria:

  • Your item must be unused, unworn, and in the same condition that you received it.
  • It must be in its original packaging with all original tags, labels, and accessories attached.
  • Items that are damaged (not due to manufacturing defect), used, or not in their original condition may not be eligible for a refund or may be subject to a restocking fee.
  • Proof of purchase (order number or receipt) is required for all returns.
  • Certain items may be exempt from being returned due to hygiene reasons, safety concerns, or if they are personalized/custom-made. Such exemptions will be clearly stated on the product page where applicable.

3. How to Start a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team within the 30-day return window by emailing [email protected] or calling us at 415-724-5569.
  2. Provide Information: Please provide your order number, the item(s) you wish to return, and the reason for the return.
  3. Receive RMA: Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item(s). Please do not send your item back without an RMA number, as it may cause delays in processing your refund.
  4. Package Your Item: Securely package your item in its original packaging, including all accessories, manuals, and documentation. Clearly write the RMA number on the outside of the package.
  5. Ship the Item: Ship the item to the address provided by our customer service team. Please note that return shipping costs are typically the responsibility of the customer unless the return is due to an error on our part (e.g., you received an incorrect or defective item). We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Refund Processing Times

Once your return is received and inspected by our team, we will send you an email notification to confirm that we have received your returned item. We will also inform you of the approval or rejection of your refund based on the condition of the returned item.

  • Approval: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 7-10 business days.
  • Bank Processing: Please be aware that it may take some additional time for your bank or credit card company to post the refund to your account after we have processed it. This can vary by financial institution.
  • Missing Refund: If you haven’t received a refund yet after the stated processing time, we recommend the following steps: first, check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. If you’ve done all of this and you still have not received your refund, please do not hesitate to contact us at [email protected] for assistance.

5. Contact Us

If you have any questions about our Refund and Returns Policy, or if you need assistance with a return, please do not hesitate to contact us: