General Overview
This Policy governs all requests related to refunds, returns, cancellations, and exchanges for purchases made on the Cartzzy website and mobile application. The Policy is designed to protect both our customers and sellers, ensuring fairness, transparency, and accountability at every step of the process.
We aim to make returning and refunding as simple as possible while balancing operational costs and product integrity.
2. Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The product must be returned within 7–14 days from the date of delivery (exact timeframe can be adjusted depending on company policy).
- The product must be unused, unworn, unwashed, and undamaged.
- All original tags, labels, manuals, and packaging must be intact and included with the product.
- Proof of purchase (order confirmation, invoice, or receipt) must be provided.
- Products should be shipped back in secure packaging to prevent damage during return transit.
3. Non-Returnable and Non-Refundable Products
Certain categories of products cannot be returned or refunded due to hygiene, safety, or customization reasons. These include, but are not limited to:
- Perishable goods (food, beverages, flowers, etc.).
- Intimate wear, lingerie, innerwear, and swimwear.
- Personal care products such as cosmetics, skincare, or grooming items (if opened or used).
- Customized or personalized products.
- Gift cards, vouchers, and digital downloads.
- Clearance, discounted, or final-sale items.
4. Return Process
If you wish to return a product, the following steps apply:
- Initiate a Return Request
- Log in to your Cartzzy account.
- Navigate to “My Orders” and select the item you want to return.
- Provide a reason for the return and upload images if required.
- Approval and Instructions
- Once reviewed, our support team will notify you whether the request has been approved or denied.
- If approved, you will receive shipping instructions or a prepaid return label (where applicable).
- Shipping the Item
- Pack the product securely in its original packaging.
- Affix the return label if provided, or arrange shipping with an approved courier.
- Retain proof of dispatch until the return is confirmed.
- Inspection and Confirmation
- Upon receiving the returned item, our quality-check team will inspect it.
- If the item meets eligibility requirements, the refund or exchange will be processed.
5. Refund Timelines
Refunds will be initiated after the returned product has been inspected and approved. Typical refund processing times are as follows:
- Credit/Debit Card Payments: 7–10 business days.
- Net Banking / UPI: 3–7 business days.
- Wallet / Store Credit: 1–2 business days.
- Cash on Delivery (COD): Refunds will be issued via bank transfer or store credit (COD refunds are not issued in cash).
Refund timelines may vary depending on the payment provider, bank policies, or external delays beyond our control.
6. Exchanges
- Customers may request an exchange for size, color, or product variation (where applicable).
- Exchanges are subject to product availability.
- If the requested product is unavailable, a refund or store credit will be issued instead.
7. Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect item:
- Notify us within 48 hours of delivery.
- Provide photos or videos of the item and packaging as proof.
- Once verified, Cartzzy will arrange for a replacement, exchange, or full refund at no additional cost to you.
8. Order Cancellations
- Orders can only be canceled before they are processed or shipped.
- If canceled in time, a full refund will be issued.
- If the order has already been shipped, you must follow the return process once it is delivered.
9. Store Credit
In some cases, refunds may be issued as Cartzzy Store Credit, which can be used for future purchases. Store credits are:
- Non-transferable and valid only on Cartzzy.
- Typically valid for 6–12 months from the date of issue.
10. Partial Refunds
Partial refunds may be granted in the following cases:
- The product is returned after the return window but accepted under exceptional circumstances.
- The returned product is missing accessories, manuals, or packaging.
- The item shows minor signs of use, reducing resale value.