Refund policy

Return, Refund & Replacement Policy

At Cartigo, we want our customers to receive products in good condition and as described. Please read our return, refund, and replacement policy carefully before placing an order.

1. Return / Refund Claim Period

Customers must contact us within 7 days after the order is delivered to request a return, refund, or replacement.

Requests made after 7 days from the delivery date may not be accepted.

2. Proof Required for Damaged or Incorrect Items

To process any claim, the customer must provide clear proof, including:

Clear photos or videos of the damaged item
Photos or videos of the packaging received
Order number
Delivery date
A clear explanation of the issue

For damaged products, photos or videos must clearly show the damage. If the photo does not clearly prove the issue, we may request a video.

3. Damaged Products

If the product arrives damaged, we may offer one of the following after reviewing the proof:

Replacement of the product
Refund
Partial refund, depending on the condition of the product

Please note that minor packaging damage, such as dents or scratches on the outer box, may not qualify for a refund if the product inside is not damaged.

4. Incorrect or Missing Products

If the customer receives the wrong product, wrong variant, or if an item is missing from the order, the customer must contact us within 7 days of delivery.

After checking the proof, we may offer:

Replacement
Refund
Resending of the missing item
Partial refund, depending on the case

5. Orders Not Received

If the tracking information shows that the order has been delivered, but the customer claims they did not receive it, we may request additional proof or confirmation from the shipping company.

We are not responsible for non-delivery caused by:

Incorrect address provided by the customer
Incomplete address
Customer refusing the delivery
Customer not collecting the package on time
No safe delivery location
Customs clearance issues
Any issue caused by the customer’s failure to provide correct delivery information

6. Returns

Returns are accepted only if the return request is approved by us first.

The item must be:

Unused
Unopened, where applicable
In original packaging
In resellable condition
Returned with all accessories, tags, manuals, and parts included

Customers should not return any item without contacting us and receiving return instructions.

7. Items Not Eligible for Return

For health, hygiene, and safety reasons, we do not accept returns or refunds for the following items unless they arrive damaged or incorrect:

Used pet products
Pet grooming items
Pet beds, blankets, mats, or fabric items once used
Pet bowls, feeders, water bottles, or food containers once used
Pet toys once used or chewed
Pet hygiene products
Litter products
Food, treats, supplements, or consumable items
Opened or used products
Customized or personalized items
Items damaged due to customer misuse

Any item that shows signs of use, washing, chewing, scratching, stains, odor, hair, or damage caused after delivery will not be accepted for return.

8. Order Cancellation

Orders can be cancelled only before they are processed or shipped.

Once the order has been processed, packed, shipped, or handed over to the courier, cancellation may not be possible.

9. Unacceptable Refund / Return Reasons

We may not accept refund or return requests for the following reasons:

Customer changed their mind
Customer ordered the wrong item
Customer selected the wrong size, color, or variant
Customer provided an incorrect or incomplete address
Customer no longer wants the product
Product was used and then returned
Product was damaged after delivery
Minor color difference due to screen or lighting
Minor size difference due to manual measurement
Delivery delay caused by courier, customs, weather, holidays, or other situations outside our control

10. Refund Processing

Once a refund is approved, the refund will be processed to the original payment method or another approved method.

Refund processing time may vary depending on the payment provider or bank.

Shipping charges, delivery fees, cash-on-delivery charges, or transaction fees may not be refundable unless the issue was caused by us.

11. Important Note

All return, refund, or replacement requests are subject to review and approval. We reserve the right to reject any claim that does not meet the conditions mentioned in this policy.

For any issue, please contact our support team within 7 days of delivery with your order details and proof.