Refund & Return Policy
Clear details on return windows, refund eligibility, supplier-managed product replacements, damaged items, return shipping, and dispute resolution.
1. Supplier-Managed Returns Overview
Because Cartoix is a marketplace platform and does not maintain physical product inventory, physical returns and replacements are processed in coordination with the independent Supplier who fulfilled your order.
Most products are eligible for return within 14 to 30 days from the confirmed delivery date, depending on the specific Supplier policy listed on the product page.
2. Refund & Return Eligibility
To qualify for a valid return or refund, products must meet the following criteria:
- Condition: Items must be unused, unwashed, unworn, in original condition, and in original packaging with all tags attached.
- Defective or Damaged Goods: If an item arrives damaged, defective, or incorrect, you must submit a claim with clear photographic/video proof within 7 days of delivery.
- Proof of Purchase: A valid order number and transaction receipt are required.
3. Non-Returnable & Excluded Products
For hygiene, health, and custom product reasons, certain goods cannot be returned:
- Perishable goods, food, beverages, and flowers.
- Intimate apparel, swimwear, underwear, and beauty/cosmetic products (if unsealed).
- Custom-made, personalized, or print-on-demand items.
- Downloadable software, digital gift cards, or media content.
4. How to Initiate a Return Request
Follow these step-by-step instructions to request a return:
- Step 1: Go to your Account Dashboard > Orders > Request Return.
- Step 2: Select the item, reason for return, and upload clear photos/videos if item is defective.
- Step 3: Once the Supplier reviews and approves the request, a Return Authorization (RMA) label and Supplier return warehouse address will be provided.
- Step 4: Pack the item securely and ship it back using the tracking link provided.
- Step 5: Upon physical arrival and quality inspection by the Supplier, your refund will be processed.
5. Refund Processing Timelines & Shipping Costs
Refund details after inspection:
| Scenario | Return Shipping Fee | Refund Method & Speed |
|---|---|---|
| Damaged / Wrong Product Sent | Covered by Supplier | Full refund (100%) back to original payment within 3-7 business days |
| Buyer Change of Mind | Paid by Customer | Product price refunded (original shipping fees non-refundable) |
| Package Lost in Transit | Covered by Supplier / Carrier | Full refund or free replacement reshipment |
6. Marketplace Support & Escalation Arbitration
If a Supplier rejects a valid return request or fails to respond within 5 business days, Cartoix Customer Mediation Team will step in to review the order, inspect tracking evidence, and issue a platform refund where appropriate.