Returns and Refunds Policy

📦 Returns, Exchanges, and Refund Policy

Thank you for choosing Cartomy. Your satisfaction is our priority. We offer a transparent policy for returns and refunds, fully compliant with UK Consumer Rights Regulations.

1. General Returns Policy – Your Right to Cancel (Change of Mind)

You have the right to return any item for any reason (change of mind) within 14 calendar days of receiving your order.

• Eligibility: The item must be unused, undamaged, in its original packaging, and with all original labels attached.

• Timeframe: You must notify us of your intent to return within 14 days of delivery.

• Return Address: All authorized returns must be shipped to our central warehouse address:

   

• Cartomy – Aven Gosal

  Street:  7 Tran Khanh Du Street

  City:   Hai Ba Trung District 

  State/province/area:    Hanoi

  Phone number:  (84-4) 38 210 080

  Country:  Vietnam

2. Return Shipping Costs

• Return for Change of Mind: The cost of return shipping for a change of mind is the responsibility of the customer.

• Defective/Incorrect Item: If the product received is incorrect (wrong size, colour) or defective (manufacturing fault), Cartomy will provide a pre-paid return label, and the return shipping cost will be borne by us.

• Proof of Shipping: Customers must provide a tracking number for all returns. Shipments are the customer’s responsibility until they are safely received at our UK facility.

3. Exchanges

We offer a one-time exchange for size or colour within 14 days of receipt, provided the item meets all eligibility criteria (unused, original packaging, etc.).

• Process: You will be responsible for shipping the original item back to us (as per Section 2). We will ship the replacement item to you free of charge once the returned item is received and inspected.

• Important: Due to brand-specific sizing, please consult our size guide before ordering.

4. Refunds

To be eligible for a full refund, the conditions outlined in the General Returns Policy (Section 1) must be met.

• Refund Process: Once your return has been received and verified at our UK warehouse, we will issue a full refund to your original payment method.

• Processing Time: Refunds are processed promptly, typically within 1–3 business days after confirmation of the return. Depending on your bank or payment provider, it may take up to 7 business days for the funds to appear in your account.

5. Order Cancellation Policy

You may cancel your order at any point before the order status changes to ‘Dispatched’ (i.e., when your order is still in the ‘Processing’ stage).

• Cancellation Fee: Cancellations made before dispatch are entirely FREE of charge.

• Once Shipped: Orders that have already been dispatched cannot be cancelled. You must wait for the item to arrive and then initiate a return (as per Section 1).

6. How to Initiate a Return or Exchange

To start the process, please contact us immediately:

• Email: info@cartomy.com

• Customer Support Page

   

You will be asked to provide your order number and the reason for the return/exchange.