Returns and Refunds Policy

Thank you for choosing Cartomy.
Our primary goal is your satisfaction and excellent service. Should any issue arise with your order, our team is here to assist you.

General Returns Policy

• If the product you received is defective (e.g., incorrect size, color, or manufacturing fault), you are entitled to return it within 14 calendar days of receipt.

• To initiate the process, please contact us via our Customer Support Page.

• You will be asked to provide photos of the product, its packaging, and its label. After review, and if confirmed that the item requires replacement, we will provide you with a return label.

• All returns must be sent to our central warehouse, which exclusively manages all shipments.

• If the product is not defective, returns cannot be accepted, unless exceptionally approved. In such cases, return costs and any additional charges (e.g., customs duties) will be borne by the customer.
  Note: Return shipping costs vary by country—please check with your local postal service for exact charges.

Required information for returns:

• Tracking number

• Carrier name

Once your return has been received and verified by our warehouse, we will either:

• send a replacement, or

• issue a refund to your original payment method.

Order Cancellation Policy

The ability to cancel your order depends on its processing stage:

• 🟢 Processing Stage
  Free cancellation is available while your order is still being processed.
  Note: Some banks may impose a 5–10% refund fee, which is beyond our control.

• 🟠 Warehouse Preparation Stage
  Cancellation is still possible but subject to a fee of €30 per item.
  This covers handling, taxes, and banking costs.

• 🔴 Shipping Stage
  Unfortunately, orders that have already been dispatched cannot be cancelled.

Refund Policy

To be eligible for a refund, the following conditions must be met:

• The item must be returned within 14 days of receipt.

• The item must be:

  • unused and undamaged,

  • in its original packaging,

  • accompanied by all original labels (if applicable).

Refunds will not be issued for:

• items returned after 14 days,

• items used, damaged, or missing original packaging,

• items without any defect.

Refund process:

• Refunds will be issued to your original payment method within 1–3 business days after confirmation of the return.

• Depending on your bank, it may take up to 10 business days for the funds to appear in your account.

• Any additional bank fees or delays are beyond our responsibility.

Exchange Policy

• We offer a one-time exchange for size or color within 14 days of receipt.

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

• Only one exchange per order is permitted.

Important: Please use our size guide when selecting a size. Avoid relying on personal habits, as sizing may vary between brands.

How to Initiate a Return or Exchange

If you wish to return or exchange an item, or if you require further clarification, please contact us:

📩 Email: info@cartomy.com
💬 Via our Customer Support Page on the website