Return Eligibility

At Cartivo, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return under the following conditions:

  • The return request must be made within 7 days of receiving your order.
  • Items must be unused, unwashed, and in their original condition.
  • All original tags, labels, packaging, and accessories must be intact.
  • Items showing signs of wear, damage, alteration, or washing are not eligible for return.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Products marked as Final Sale or Non-Returnable.
  • Innerwear, lingerie, shapewear, socks, or other hygiene-sensitive products.
  • Gift cards or promotional items.
  • Customized or personalized products.
  • Products damaged due to misuse or improper handling by the customer.

How to Request a Return

To initiate a return:

  1. Log in to your Cartivo account and visit My Orders.
  2. Select the order you wish to return.
  3. Choose the product and provide the reason for the return.
  4. Submit your request.
  5. If approved, our delivery partner will arrange a pickup or provide return instructions.

Return Inspection

Once your returned item reaches our warehouse, it will undergo a quality inspection. If the product meets our return conditions, your refund or exchange will be processed.

Refund Process

After your return is approved:

  • Refunds for prepaid orders will be credited to the original payment method.
  • Cash on Delivery (COD) refunds will be processed to your provided bank account or another approved refund method.
  • Refunds are typically processed within 5–10 business days after the returned item passes inspection.

Exchange Policy

We offer exchanges for eligible products based on size, color, or availability. If the requested replacement is unavailable, you may choose a refund or store credit, where applicable.

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact our customer support within 48 hours of delivery with clear photos of the product and packaging. We will review your request and arrange a replacement or refund if approved.

Order Cancellation

Orders may be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled and must follow the standard return process.

Shipping Charges

  • Original shipping charges are generally non-refundable unless the return is due to our error.
  • Return shipping may be free for eligible orders or promotional offers. Otherwise, a return shipping fee may apply.

Refund Delays

If you have not received your refund within the expected timeframe, please check with your payment provider or bank first. If the issue persists, contact our customer support for assistance.

Contact Us

For any questions regarding returns, exchanges, or refunds, please reach out to our customer support team through the contact details available on the Cartivo website.