Refund policy

Last Updated: 27/07/2026

At Cartlo, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand the conditions for returns, exchanges, and refunds.

1. Return Eligibility

You may request a return if:

  • The product is damaged or defective upon delivery.
  • You received the wrong product.
  • The product is missing parts or accessories.
  • The product is significantly different from its description.

To be eligible for a return:

  • The return request must be made within 7 days of receiving the order.
  • The item must be unused, unwashed, and in its original condition.
  • All original tags, labels, accessories, manuals, and packaging must be included.
  • The product must not show signs of misuse or damage caused after delivery.
  • Proof of purchase (Order ID or invoice) is required.

2. Return Timeframe

Customers must initiate a return request within 7 days of receiving the order.

Requests submitted after this period may not be eligible for return or refund unless required under applicable law.

3. How to Request a Return

To initiate a return:

  1. Email us at cartlo.site@gmail.com.
  2. Mention your:
    • Order Number
    • Full Name
    • Contact Number
    • Reason for Return
  3. Attach clear photos or videos of the product (especially if damaged or defective).

Our support team will review your request and provide further instructions.

4. Refund Process

Once your returned item is received and inspected:

  • We will notify you about the approval or rejection of your refund.
  • If approved, the refund will be processed to your original payment method.
  • Refunds are generally processed within 5–7 Business Days after approval.
  • Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.

For Cash on Delivery (COD) orders, refunds may be issued via bank transfer or another mutually agreed method after verification.

5. Exchange Policy

We offer exchanges only in the following situations:

  • Wrong product delivered
  • Damaged or defective product
  • Missing parts or accessories

Exchanges are subject to stock availability.

If the requested replacement product is unavailable, we may offer a refund or an alternative product of similar value.

6. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect:

  • Notify us within 48 hours of delivery.
  • Email us at cartlo.site@gmail.com.
  • Include clear photographs or a short video showing the issue.

After verification, we will arrange a replacement or refund as applicable.

7. Non-Returnable Items

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

  • Products damaged due to customer misuse or negligence.
  • Products returned without original packaging or accessories.
  • Products showing signs of use after delivery.
  • Customized or personalised products.
  • Gift cards (if applicable).
  • Products specifically marked as "Non-Returnable" on the product page.

8. Return Shipping Costs

  • If the return is due to our mistake (wrong, defective, or damaged product), Cartlo will bear the return shipping cost.
  • If the return is requested for any other approved reason, the customer may be responsible for the return shipping charges.

Any applicable shipping deductions will be communicated before the return is processed.

9. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process, if eligible.

To request a cancellation, contact us as soon as possible at cartlo.site@gmail.com.

10. Refund Exceptions

Refunds may not be issued if:

  • The returned product fails inspection.
  • The product has been used or damaged after delivery.
  • Required accessories or original packaging are missing.
  • The return request falls outside the eligible return period.

11. Processing Delays

Refund processing may take longer during:

  • Public holidays
  • Festival seasons
  • Banking delays
  • Technical issues
  • High order volumes

We appreciate your patience and will keep you informed throughout the process.

12. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Store Name: Cartlo

Website: https://cartlo.site

Email: cartlo.site@gmail.com

Business Address:
Near New Bombay Maharashtra Bakery
Millat Nagar, Gandhi Nagar
Ramdev Baba Nagar
Bhusawal, Maharashtra – 425201
India

Customer Support Hours:
Monday – Saturday
10:00 AM – 7:00 PM (IST)

Policy Summary

  • ✅ Return Window: 7 Days
  • ✅ Order Processing: 1–2 Business Days
  • ✅ Refund Processing: 5–7 Business Days after approval
  • ✅ Damaged Product Reporting: Within 48 Hours
  • ✅ Exchanges: Available for damaged, defective, or incorrect products (subject to stock availability)
  • ✅ Return Shipping: Free if the error is ours; otherwise, customer charges may apply.
  • ✅ Contact Email: cartlo.site@gmail.com