Refund policy

Return & Refund Policy

Last Updated: July 18, 2026

At cartnovas , customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand the conditions and process for returns, exchanges, and refunds.

1. Return Eligibility

You may request a return if the following conditions are met:

  • The return request is submitted within 48 hours of receiving your order.

  • The item is unused, unworn, unwashed, and in its original condition.

  • The product includes all original packaging, tags, manuals, accessories, and any complimentary items.

  • The item has not been damaged due to misuse, negligence, or improper handling after delivery.

  • A valid proof of purchase or order number is provided.

We reserve the right to inspect the returned product before approving a refund or exchange.

2. Return Timeframe

To be eligible for a return, you must initiate your return request within 48 HOURS from the date your order is delivered.

Requests submitted after this period may not be eligible for return or refund unless required by applicable law.

3. How to Request a Return

To start a return:

  1. Contact our customer support team at cartnovassgmail.com

  2. Include your order number, reason for the return, and clear photographs if the item is damaged or defective.

  3. Our team will review your request and provide return instructions if your request is approved.

Please do not send products back without receiving return authorization from our support team.

4. Refund Process

Once your returned item is received and inspected:

  • We will notify you whether your return has been approved or rejected.

  • If approved, your refund will be processed using your original payment method whenever possible.

  • Refunds are typically processed within 4-5 after approval.

  • Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Original shipping charges (if any) are generally non-refundable unless the return is due to our error or a defective product.

5. Exchange Policy

If you receive a damaged, defective, incorrect, or size-related eligible product (where applicable), you may request an exchange within 48 hours of delivery.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer:

  • A refund,

  • Store credit, or

  • An alternative product of equal value (with your approval).

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect:

  • Contact us within 3days of delivery.

  • Provide clear photographs or videos showing the issue.

  • Do not discard the original packaging until your request has been reviewed.

After verification, we will arrange an appropriate resolution, which may include a replacement, refund, or another suitable remedy.

7. Non-Returnable Items

The following items are generally not eligible for return unless they are damaged, defective, or incorrect upon delivery:

  • Personal care and hygiene products

  • Beauty or cosmetic products that have been opened or used

  • Innerwear and intimate apparel

  • Customized or personalized products

  • Gift cards and digital products

  • Perishable goods

  • Products marked as "Final Sale" or "Non-Returnable"

  • Any item that has been used, altered, or damaged after delivery

8. Return Shipping Costs

  • If the return is due to our mistake (wrong item, damaged product, or defective item), cartnovas will bear the return shipping cost.

  • For returns due to a change of mind or other customer-related reasons, the customer may be responsible for the return shipping charges unless otherwise stated.

  • If applicable, return shipping charges may be deducted from the refund amount.

9. Order Cancellations

Orders may be cancelled before they are shipped by contacting us as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible, and the order will instead be subject to this Return & Refund Policy.

10. Refund Exceptions

We reserve the right to refuse refunds if:

  • The returned item does not meet the eligibility criteria.

  • The product is returned in a damaged or incomplete condition due to customer misuse.

  • Fraudulent or abusive return activity is suspected.

11. Contact Us

If you have any questions about our Return & Refund Policy or need assistance with a return, please contact us:

Cartnovas
Email: cartnovass@gmail.com
Phone: 7988362046

Our support team will be happy to assist you and ensure your shopping experience is smooth and hassle-free.