Refund policy

Last updated: July 7, 2026

Returns & Exchange Policy

At Cartineer, customer satisfaction is our top priority. Please read our Returns & Exchange Policy carefully before placing your order.

Eligibility for Returns & Exchanges

We only accept return or exchange requests under the following circumstances:

  • The product is damaged upon delivery.
  • The product is not working or defective.
  • You received the wrong product.
  • One or more items are missing from your order

Mandatory Unboxing Video

To ensure a fair and transparent claims process, customers must record a clear unboxing video while opening their parcel.

The video must:

  • Be recorded continuously without any cuts or edits.
  • Clearly show the shipping label on the parcel.
  • Clearly display the condition of the product(s) upon opening.

Please Note: Claims submitted without a valid unboxing video will not be accepted.

Complaint Timeframe

Any issue with your order must be reported within 24 hours of receiving the parcel.

Unfortunately, complaints received after the 24-hour period will not be considered.

How to Submit a Claim

To submit a return or exchange request:

  1. Contact us through our official WhatsApp or customer support number.
  2. Provide your Order Number.
  3. Describe the issue clearly.
  4. Share the required unboxing video as evidence.

Verification Process

Once your claim is received, our support team will carefully review and verify the provided information.

After successful verification, we will offer an appropriate solution, which may include a replacement or refund, depending on the nature of the issue.

Important Notes

  • Products that have been used, swatched, or damaged due to improper handling are not eligible for return or exchange.
  • Claims submitted without sufficient evidence will not be accepted.
  • Cartineer reserves the right to approve or reject any claim after completing the verification process.

Out-of-Stock Refund Policy

If you have already made a payment for a product that is later found to be out of stock, you will be eligible for a full monetary refund.

Our support team will contact you to obtain your bank account details, and the refund will be processed within 48 hours after confirmation.

Special Note

We strongly recommend recording an unboxing video whenever you receive your parcel, especially to support claims related to missing or damaged items.

Your cooperation helps us resolve issues quickly, fairly, and efficiently.

We appreciate your patience and understanding throughout the verification process.

Agreement

By placing an order with Cartineer, you acknowledge that you have read, understood, and agreed to this Returns & Exchange Policy.