Refund & Return Policy

1. Policy Overview

This page explains the general process for requesting a return, cancellation or refund for an order placed through Cartlio.

Eligibility may depend on the product, its condition, the reason for the request, the information shown on the product listing and the terms communicated with your order. Applicable consumer rights remain unaffected by this policy.

2. Return and Refund Eligibility

If there is a problem with an item you received, contact us promptly so we can review your order. Depending on the circumstances and applicable terms, a return, replacement or refund may be considered.

Your request may be reviewed based on:

• The product and order details.
• The reason for the return or refund request.
• The product's condition and completeness.
• The applicable product listing and order terms.
• Any photos or other supporting information needed to assess the issue.

For change-of-mind requests, please check the applicable product listing or contact support to confirm whether the item is eligible.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrect, incomplete, spurious or materially different from what was described, contact us with your order number and a description of the issue.

Where helpful, include clear photos of the received product, packaging, shipping label and any damage or missing parts. We will review the information and communicate the available resolution in accordance with applicable law and order terms.

4. Order Cancellation

If you wish to cancel an order, contact us as soon as possible and include your order number. Cancellation may depend on whether the order has already been processed, packed or handed over for shipment.

If an order has already been dispatched, contact support for guidance rather than assuming that cancellation is still possible. Any refund due for a cancelled order will be handled according to the order terms and applicable law.

5. How to Request a Return

To help us review your request, please:

• Visit the Contact Us page.
• Provide your order number and registered contact details.
• Explain why you are requesting a return or refund.
• Attach photos or other evidence if the product has an issue.
• Wait for instructions before shipping an item back.

If a return is approved, our support team will explain the next steps, including packaging, collection or shipping instructions where applicable. Please retain the invoice, accessories and original packaging until the request has been resolved.

6. Refund Processing

If a refund is approved, we will communicate the refund method and any next steps. Where possible, the refund may be issued to the original payment method used for the order.

The time taken for a credited amount to appear can depend on the payment provider, bank and payment method. If the expected refund has not appeared, contact us with the order number and any refund reference provided to you.

We will explain any additional information or verification required to process your request. Never share your password, card PIN or one-time password (OTP) with anyone claiming to arrange a refund.

7. Shipping and Delivery Charges

Any return-shipping cost, collection arrangement or treatment of original delivery charges will be communicated as part of the return review, in accordance with the applicable product terms and law.

Please do not pay a return courier or collection fee to an unverified person. Confirm return instructions with Cartlio support first.

8. Need Help With a Refund?

For an order-related question, a return request or a refund follow-up, please contact our support team through the official Cartlio Contact Us page. Include your order number so we can understand the matter more easily.