Refund policy

At Cartora Store, we want you to feel confident when shopping with us. If there is a problem with your order or you are not satisfied with an eligible purchase, please contact us so we can help find the best solution.

1. Return Window

You may request a return within 30 days of receiving your order, provided the item meets the eligibility requirements outlined below.

Return requests submitted after the applicable return period may not be accepted unless required by applicable law.

2. Return Eligibility

To be eligible for a return, items should generally:

  • Be unused and in their original condition

  • Be in the original packaging where applicable

  • Include all original accessories, parts, tags, and documentation

  • Not show signs of damage, misuse, or excessive wear

  • Be accompanied by your order information or proof of purchase

Certain products may have additional return requirements because of their nature.

3. Pet Products

For health, hygiene, and safety reasons, certain pet products may not be eligible for return once opened, used or removed from their original sealed packaging.

If a pet product arrives damaged, defective, incorrect, or materially different from what was ordered, please contact us as soon as possible with photographs and details of the issue.

4. Fitness Products

Fitness products must be returned unused and in suitable resalable condition unless the item is being returned because it arrived defective, damaged or incorrect.

Products that show signs of use, damage caused by misuse or alterations may not qualify for a return where permitted by applicable law.

5. Damaged, Defective or Incorrect Orders

Please inspect your order after delivery.

If you receive an item that is:

  • Damaged during delivery

  • Defective

  • Incorrect

  • Missing from your order

  • Significantly different from the product description

please contact us at [CUSTOMER SUPPORT EMAIL] with your order number, a description of the issue, and clear photographs where appropriate.

We will review the issue and where appropriate, offer a replacement, refund or other suitable resolution.

6. Items That May Not Be Returnable

Some items may be excluded from our standard return policy, including:

  • Used or opened hygiene-sensitive products

  • Items damaged through misuse or improper care

  • Products marked as final sale

  • Gift cards

  • Personalized or customized products, where applicable

  • Products that cannot reasonably be resold for health or safety reasons

Any applicable exclusions will be communicated on the relevant product page or before purchase where required.

Nothing in this policy limits any rights you may have under applicable consumer-protection laws.

7. How to Request a Return

To request a return, contact us at:

Email: [CUSTOMER SUPPORT EMAIL]

Please include:

  • Your full name

  • Order number

  • Product name

  • Reason for the return

  • Photos or videos where relevant

Please do not send an item back before receiving return instructions from us.

8. Return Shipping

Unless the return is due to an error on our part, a defective product, or a damaged/incorrect order, the customer may be responsible for return shipping costs.

If the return is caused by an error on our part or the product is confirmed to be defective or damaged, we will provide appropriate return instructions and determine the applicable shipping arrangement.

9. Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method, unless another method is agreed upon or applicable law requires otherwise.

Please allow additional processing time for your bank or payment provider to reflect the refund in your account.

10. Partial Refunds

In certain circumstances, a partial refund may be considered where an item is returned with missing components, packaging or other issues that affect its resale value, where permitted by applicable law.

We will communicate any applicable adjustment before processing the refund.

11. Exchanges

If you receive a defective, damaged or incorrect item, we may offer a replacement or exchange where available.

If the requested replacement is unavailable, we may provide another appropriate resolution, including a refund where applicable.

12. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [CUSTOMER SUPPORT EMAIL].

We cannot guarantee that an order can be canceled once it has been processed, shipped or transferred to a delivery provider.

Where cancellation is permitted, any applicable refund will be processed according to this policy and applicable law.

13. International Returns

For international orders, return eligibility and shipping arrangements may vary depending on the destination country.

Customers may be responsible for return shipping costs, customs charges, duties or other applicable fees unless the return is caused by an error on our part or applicable law requires otherwise.

14. Refund Timing

Once your return has been received and approved, we will initiate the applicable refund.

The time it takes for the refund to appear in your account depends on your payment provider or financial institution and is outside we direct control.

15. Consumer Rights

This policy is intended to provide a clear and convenient return process and does not remove or restrict any mandatory consumer rights that apply to you under applicable law.

Where applicable law provides you with rights that are more favorable than this policy, those legal rights will continue to apply.

16. Contact Us

If you have questions about a return or refund, please contact us:

We're happy to help and will do our best to resolve return and refund requests fairly and efficiently.