Refund policy

Return & Refund Policy

Last Updated: 13 july 2026

At CARTOVIA, customer satisfaction is our priority. If you’re not completely satisfied with your purchase, we’re here to help. Please read our Return & Refund Policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return if:

  • The item was delivered damaged or defective.
  • You received the wrong product.
  • The product is significantly different from its description.
  • The return request is made within 7 days of delivery.

To be eligible for a return, the item must be:

  • Unused and in its original condition.
  • Returned with all original packaging, accessories, manuals, and tags (if applicable).
  • Accompanied by proof of purchase or your order number.

2. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Personal care and hygiene products
  • Beauty and cosmetic products that have been opened or used
  • Perishable goods
  • Gift cards
  • Downloadable digital products
  • Customized or personalized items
  • Clearance or final sale items (unless required by law)

3. How to Request a Return

To initiate a return:

  1. Contact us at cartovia@gmail.com within 7 days of receiving your order.
  2. Include your order number, reason for the return, and clear photos (if the item is damaged or incorrect).
  3. Our support team will review your request and provide return instructions if your request is approved.

Do not return any product without receiving confirmation from our support team.

4. Refund Process

Once your returned item is received and inspected, we will notify you of the status of your refund.

If approved, your refund will be processed to your original payment method within 72 hours.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

5. Exchanges

If you receive a damaged, defective, or incorrect product, we may offer a replacement or exchange, subject to product availability.

If the same item is unavailable, we may provide a refund or offer an alternative solution.

6. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within [X DAYS] of delivery with photographs of the product and packaging.

We will investigate the issue and work to resolve it as quickly as possible.

7. Return Shipping Costs

  • If the return is due to our error (wrong, damaged, or defective item), we will cover the return shipping costs where applicable.
  • If the return is for any other approved reason, the customer may be responsible for the return shipping charges unless otherwise stated.

8. Order Cancellation

Orders may be cancelled before they are shipped by contacting us promptly.

Once an order has been dispatched, it cannot be cancelled and must follow the return process outlined above.

9. Contact Us

If you have any questions about returns or refunds, please contact us:

Store Name: CARTOVIA

Email: cartovia@gmail.com

Our customer support team will be happy to assist you.