At Cartoku.com, we strive to ensure your complete satisfaction with every purchase. If, for any reason, you are not entirely happy with your order or receive a defective item, we are here to assist you through our easy Refund and Return Policy. Please review the following terms and conditions to understand how the process works:

1 – Changes or Cancellation

7-HOUR WINDOW TO CHANGE OR CANCEL

You have up to 7 hours after placing your order to modify your order details (e.g., shipping address, phone number, customizations, etc.) or cancel it.

To request changes or cancellation, please contact our Customer Support team immediately at [email protected].

  • If the order has not been processed for shipping, we will make the necessary adjustments or cancel the order and issue a full refund.

2 – Refund & Return

30 DAYS FOR RETURNS AND REFUNDS

We accept and process refund requests within 30 days of receipt for eligible products.

2.1 Refund and Return Cases

For defective products:

  • Defective or damaged items
  • Items that differ from their description or customization
  • Incorrect or mismatched sizes
  • Lost or missing items
  • Other mistakes caused by us

We will arrange either a replacement or a full refund (including return shipping costs), depending on your preference.

For customer remorse:
Please double-check your order confirmation email for any errors and contact us immediately if corrections are needed.

If you decide to return your item for reasons unrelated to defects (e.g., changing your mind or dissatisfaction), we will review your request on a case-by-case basis and provide assistance to ensure your satisfaction.

2.2 Refund Eligibility

  • Timeframe: Refund requests must be made within 30 days of receiving your order.
  • Condition: Items must be unused, unworn, unwashed, and in the same condition as when you received them. Items must also be returned in their original packaging.

2.3 Refund and Return Procedure

  1. Step 1: Contact our Customer Service team at [email protected].
  2. Step 2: Provide detailed photos of the received items and packaging, including the shipping label, to request a refund or replacement.
  3. Step 3: Once we review your request, we will contact you to confirm and process the refund or replacement.

2.4 Return Process

Our Customer Support team will guide you through the return process. Please note the following:

  • Accepted Returns: We accept returns from the United States.
  • Return Methods: You may return items via mail or in-store (if applicable).
  • Return Labels:
    • For defective products: We will provide a free downloadable/printable return label.
    • For customer remorse: Return shipping is your responsibility.
  • Restocking Fees: None.
  • Item Condition: Only new, unused items are eligible for returns.

2.5 Refund Process

Once we receive and inspect the returned item, we will notify you of the status of your refund.

  • If approved, we will initiate the refund to your original payment method within 2-3 business days.
  • Please note that it may take 3-5 additional business days for your bank or credit card company to process the refund.

If you do not receive your refund within 7 business days of confirmation, please contact us at [email protected] for further assistance.

If you have any questions or concerns about our Refund and Return Policy, please don’t hesitate to contact us at [email protected]. Your satisfaction is our top priority, and we will do our best to provide you with an exceptional shopping experience.