Refund policy

Last updated: 29 July 2026

Personalized made-to-order products

Every CarveDifferent snowboard and pair of skis is made to order using the configuration and artwork approved by the customer. Contact us immediately if you need to request a change or cancellation. If production has not started, we will confirm what remains possible. Once production has started, personalized orders cannot be cancelled or returned for a simple change of mind, to the extent permitted by applicable law.

This rule never limits your rights when a product is defective, damaged on arrival, or does not match your order, or when applicable law requires another remedy.

How to report an issue

Email support@carvedifferent.com with your order number, configuration code, a description of the issue, and clear photographs. Keep the product and all packaging until we have reviewed the claim.

Do not ship a product to us without written authorization. We may handle the claim remotely without a physical return. If a return is required for an approved warranty or statutory claim, we will provide precise instructions and, where applicable, a prepaid return label.

One-year manufacturer limited warranty

CarveDifferent provides a one-year commercial manufacturer warranty from delivery against manufacturing, material, and quality defects. Once a claim is approved, we will repair or replace the product without replacement or delivery charges.

Normal wear, purely cosmetic damage that does not affect use, loss, theft, fraud, use contrary to instructions, and intentional damage are not covered by this commercial warranty.

This commercial warranty is additional to mandatory statutory rights and does not replace or reduce them. European Union consumers retain the applicable legal guarantee of conformity independently of this one-year warranty.

Three-Year Replacement Plan

If purchased with the product, the Three-Year Replacement Plan begins on delivery and covers one replacement in total within three years for breakage, accidental damage, or a quality issue. A clear photograph is normally sufficient. No physical return is required unless we provide a prepaid return label.

The same shape and a new design are included without replacement or delivery charges. A different shape or new paid options may be selected, subject to availability, by paying only the applicable price difference.

The plan excludes loss, theft, fraud, intentional damage, and claims without reasonable evidence. It has no cash value, ends after the single replacement is provided, and does not restart for the replacement product. Mandatory statutory rights remain unchanged.

Paid replacement outside coverage

For eligible accidental damage outside an applicable warranty or after coverage has expired, we may offer a commercial replacement for a 50 EUR/USD replacement fee plus 150 EUR/USD shipping, for a total of 200 EUR/USD. This optional program is subject to review and availability and never applies when a free remedy is legally owed.

Approved refunds

When a refund is approved, it is issued to the original payment method. The time required for the funds to appear depends on your bank or payment provider. We will confirm the amount and processing status by email.

Contact

CarveDifferent Customer Care, c/o Craft kitties Limited, RM 11B, 11/F, BLK 5, 1 CASTLE PEAK RD, CASTLE PEAK BAY GOLD COAST, CASTLE PEAK BAY, TUEN MUN, NT, HONG KONG. Email: support@carvedifferent.com. Phone: +852 5192 2541. Do not send returns to this address without written authorization.