We accept returns, refunds or replacements within 30 days of delivery for most items. If you received a damaged, defective, or incorrect item, we’ll fix it quickly — either by replacing the item, refunding you, or arranging a return. Read the full policy below for details and simple step-by-step instructions.
1. Eligibility (what’s covered)
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You may request a return, refund, or replacement within 30 days from the date your order was delivered.
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Items must be returned in original condition (unused, with original packaging, accessories, and tags) unless otherwise agreed.
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Proof of purchase (order number / receipt) is required for all requests.
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Some items are not eligible for return (see Section Non-returnable items).
2. How to request a return / refund / replacement
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Find your order number. You’ll find it in your order confirmation email or in your account order history.
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Contact us using one of the following:
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Whatsapp / Live Chat Button
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Facebook / Instagram DM: @the_cartify_store (for initial contact only)
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In your message include:
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Order number
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Item name / SKU
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Reason for return (defective, wrong item, changed mind, etc.)
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Photos if item is damaged, defective or incorrect
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We will respond within 24 to 48 hours with next steps and a Return Authorization (RA) if a return is required.
3. Return process (step-by-step)
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After you receive a Return Authorization, carefully pack the item in its original packaging and include all accessories.
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Ship the item to the return address we provide. Do not ship items before we give you the RA and return instructions.
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We recommend using a tracked shipping method — keep your tracking number until refund/replacement is complete.
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Once we receive and inspect the returned item, we will notify you by email and process your refund or replacement according to Section Refunds or Replacements.
4. Refunds
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Refunds are issued to the original payment method (credit card, PayPal, etc.).
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Processing time after we accept the return:
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Refund issued by Cartify: within 24 hours of inspection/approval.
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Time to appear in your bank or card statement: 5–10 business days (depends on your bank).
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If the order included a discount code or voucher, refunded amount will reflect the original payment breakdown.
5. Replacements & Exchanges
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If an item is defective, damaged, or we shipped the wrong product, we will ship a replacement at no additional cost (subject to stock availability).
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For exchanges (different size or color), we will either:
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Ship the replacement immediately and request the original be returned, or
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Issue a partial refund + new order depending on stock and pricing differences.
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If the replacement is out of stock, you will be offered a refund or a comparable alternative.
6. Shipping costs & who pays
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If the return is due to our error (defective, damaged, wrong item): Cartify will cover return shipping and replacement shipping costs.
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If you change your mind (buyer’s remorse), return shipping cost is the buyer’s responsibility unless otherwise stated.
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Original shipping fees (if any) are not refundable unless we sent a wrong or defective item.
7. Non-returnable items
Certain items cannot be returned for health, safety, or hygiene reasons, or are excluded per supplier rules. These may include (but are not limited to):
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Consumables or perishable items
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Items marked “Final Sale” on the product page
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Products that have been used, modified, or damaged by the customer
If you’re unsure, contact support before returning.
8. Damaged or defective items (what to do)
If your order arrives damaged or defective:
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Take photos of the damaged packaging and the product immediately.
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Contact thecartifystore.com@gmail.com within 30 days of delivery with your order number and photos.
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We will review and offer a replacement, repair, or full refund depending on the case.
9. International returns (if applicable)
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International customers must follow the same return authorization process.
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Customs duties, import fees, and return shipping costs for buyer-initiated returns may not be refundable. Contact support for assistance and any available local options for returns/exchanges.
10. Timing & processing
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Return authorization response: within 48 hours (2 business days).
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Return inspection: within 3 business days after we receive the item.
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Refund / replacement processing: within 3 business days after approval.
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Total time from request to refund generally ranges from 5–10 business days depending on shipping, inspection, and payment processor times.
11. Fraud & prohibited returns
We reserve the right to refuse a return, refund, or replacement if:
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The item has been used or shows signs of being altered/damaged by the customer (beyond normal inspection).
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The claim appears fraudulent or lacks required proof.
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Return instructions were not followed (no RA, wrong shipping address, etc.).
12. Contact & support
If you have any questions, problems, or need help with a return:
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Phone Number: +447877417863
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Live Chat / Whatsapp: Facebook / Instagram DMs — @the_cartify_store
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Business address: Cartify Store Limited, 124 City Road, London, EC1V 2NX
Please include your order number in all communications.
13. FAQ (quick answers)
Q: How long do I have to return an item?
A: 30 days from delivery.
Q: When will I receive my refund?
A: We process refunds within 24 hours after inspection; bank posting may take 5-10 business days.
Q: Do I pay return shipping?
A: If the return is due to our error (defect/wrong item), no. For buyer-initiated returns, yes.
Q: I received a broken item — what now?
A: Email support with photos within 7 days. We’ll arrange replacement or refund.
14. Final notes
We want you to love your Cartify purchase. If anything goes wrong, we’ll work quickly to make it right — whether that means a replacement, refund, or helpful troubleshooting advice. This policy is our commitment to fair and fast resolution.
