Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused, in its original packaging, and in the same condition that you received it. You’ll also need to provide a receipt or proof of purchase.

To start a return, contact us at cartlyco.info@gmail.com.
Returns sent without prior approval will not be accepted.
If your return is approved, we’ll provide you with a return shipping label and clear instructions on where and how to send your package.

You can always contact us for any return-related questions at cartlyco.info@gmail.com.

Damages and Issues

Please inspect your order upon delivery. If the item is defective, damaged, or incorrect, contact us immediately at cartlyco.info@gmail.com so we can evaluate the issue and make it right.

Non-Returnable Items

We do not accept returns for items that have been opened or used.

Additional non-returnable items include:

  • Perishable goods (e.g., food, plants)
  • Custom or personalized items
  • Personal care items (e.g., beauty products)
  • Hazardous materials or flammable liquids/gases

We also do not accept returns on sale items or gift cards.

If you're unsure whether your item is eligible, contact us before purchasing.

Exchanges

Due to our fulfillment model, we do not process traditional exchanges.
If your item is approved for return, you may place a new order for the item you want.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you have the legal right to cancel or return your order within 14 days for any reason.
Items must be unopened, unused, in original packaging, and include proof of purchase.

Refunds

Once we’ve received and inspected your approved return, we’ll notify you of your refund status.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note it can take additional time for your bank or credit card company to process the refund.

If it’s been more than 15 business days since we approved your return, contact us at cartlyco.info@gmail.com.