Refund policy

Welcome to Cartigo. We value every customer and strive to provide a smooth, transparent, and satisfactory shopping experience. This Return & Refund Policy explains the terms and conditions regarding returns, refunds, replacements, cancellations, and related services offered through our website.

By placing an order on our website, you agree to the terms mentioned below.

1. Eligibility for Returns

Customers may request a return, replacement, or refund under the following conditions:

  • Product received is damaged during transit
  • Wrong product delivered
  • Defective or non-functional product received
  • Missing items from the package
  • Product significantly differs from the description shown on the website

All return requests are subject to verification and approval by Cartigo.

2. Return Request Timeline

Customers must raise a return, replacement, or refund request within 48 hours of delivery.

Requests made after the allowed timeframe may not be accepted.

We strongly recommend customers inspect the package immediately after delivery.

3. Mandatory Unboxing Video Requirement

To maintain transparency and prevent fraudulent claims, Cartigo requires customers to record a proper unboxing video while opening the package.

The unboxing video is mandatory for claims related to:

  • Damaged products
  • Wrong products received
  • Missing items
  • Defective items
  • Incomplete orders

Unboxing Video Guidelines

  • The video must begin before opening the package.
  • The shipping label must be clearly visible.
  • The package should be shown from all sides.
  • The video must be continuous and unedited.
  • All contents inside the package must be clearly visible.
  • The issue or damage should be properly shown in the video.

Claims Without Unboxing Video

Any return, replacement, or refund request related to damaged, wrong, missing, or defective products may be rejected if a valid unboxing video is not provided.

Customers are advised to safely keep the unboxing recording until the order has been fully verified.

4. Conditions for Return Approval

To qualify for an approved return or refund:

  • The product must be unused and in original condition.
  • Original packaging, tags, labels, accessories, invoices, and complimentary items must be included.
  • The product should not show signs of misuse, physical damage, or tampering caused by the customer.
  • Proof such as images, videos, and order details may be required for verification.

Failure to meet these conditions may result in rejection of the request.

5. Non-Returnable & Non-Refundable Products

The following items are generally not eligible for return or refund:

  • Used or damaged products caused by customer mishandling
  • Products without original packaging
  • Customized or personalized items
  • Clearance sale or discounted products
  • Hygiene-sensitive items
  • Digital products or gift cards
  • Products damaged after successful delivery

Minor color or design variations caused by lighting, photography, or screen settings shall not be considered defects.

6. Cancellation Policy

Before Shipment

Orders may be cancelled before they are shipped or processed.

After Shipment

Once the order has been dispatched, cancellation requests cannot be accepted.

Refunds for eligible cancelled prepaid orders will be processed within the applicable timeline.

7. Return Shipping Responsibility

For approved return or replacement requests, customers are required to ship the product back to the warehouse address provided by Cartigo.

Important Return Shipping Guidelines

  • Customers must securely pack the product to avoid transit damage.
  • The product must be returned with all original packaging and accessories.
  • Customers are responsible for arranging the return shipment unless stated otherwise by our support team.
  • Return shipping charges shall generally be borne by the customer.

Proof of Shipment

After shipping the product, customers must share:

  • Courier receipt
  • Tracking ID
  • Shipment details

with our support team for tracking and verification purposes.

8. Refund Process

Once the returned product is received at our warehouse, it will undergo quality inspection and verification.

If approved:

  • Refunds will generally be processed within 5–7 business days
  • Refunds will be credited to the original payment method
  • In certain situations, store credit may be provided instead of direct refund

Refund timelines may vary depending on banks and payment gateways.

9. Partial Refunds

Partial refunds may be issued in situations such as:

  • Missing accessories
  • Damaged packaging
  • Signs of product usage
  • Incomplete returned items

The final refund amount will depend on the inspection outcome.

10. Replacement Policy

Customers may request replacements for:

  • Damaged products
  • Wrong items delivered
  • Defective products

Replacements are subject to stock availability.

If replacement stock is unavailable, alternative solutions such as refunds or store credit may be offered.

11. Refund Rejection Scenarios

Refunds, replacements, or returns may be rejected if:

  • Return request is raised after 48 hours
  • Product is found used or damaged by the customer
  • Original packaging or accessories are missing
  • No valid unboxing video is provided
  • False or fraudulent claims are detected
  • Customer fails to provide required proof

Cartigo reserves the right to take strict action against fraudulent activities or abuse of return policies.

12. Shipping Delays & Courier Issues

Delivery timelines are estimates and may occasionally be affected due to:

  • Weather conditions
  • Public holidays
  • Courier operational delays
  • Transportation disruptions
  • Natural disasters or unforeseen events

Cartigo shall not be held liable for delays caused by third-party logistics partners.

13. Incorrect Address Provided by Customer

Customers are responsible for entering accurate shipping details during checkout.

We shall not be responsible for failed deliveries or delays caused by:

  • Incorrect addresses
  • Incomplete information
  • Wrong contact details

Additional reshipping charges may apply if orders are returned due to incorrect address details.

14. Quality Inspection Process

Returned products are thoroughly inspected before approval of refunds or replacements.

The inspection process may include:

  • Physical condition verification
  • Packaging inspection
  • Functionality testing
  • Verification of serial numbers or identifiers
  • Review of customer-provided proof

The final decision regarding returns and refunds shall remain solely with Cartigo.

15. Limitation of Liability

Cartigo shall not be held liable for:

  • Indirect losses
  • Consequential damages
  • Delivery delays caused by courier companies
  • Customer misuse of products
  • Technical issues beyond our control

Our liability shall remain limited to the amount paid for the purchased product only.

16. Policy Updates

Cartigo reserves the right to modify, update, or change this policy at any time without prior notice.

Customers are advised to review this page periodically for updates.

Continued use of the website after policy changes implies acceptance of the revised terms.

17. Contact Support

For any return, refund, replacement, or cancellation-related queries, customers may contact our support team with:

  • Order ID
  • Registered mobile number/email
  • Images/videos of the issue
  • Unboxing video proof
  • Courier details (if applicable)

Our support team will make reasonable efforts to resolve genuine concerns as quickly as possible.

18. Final Note

At Cartigo, we believe in transparency, fairness, and customer satisfaction. We continuously work to provide quality products and reliable service while ensuring protection for both customers and our business from misuse or fraudulent activities.