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Refund Policy

📦 Shipping, Returns & Refund Policy – Cartora

At Cartora, we are committed to delivering a smooth and reliable shopping experience. The following policy outlines our clear terms regarding shipping, order issues, and refunds. By placing an order, you agree to the terms below.

🚚 Shipping Policy

  • Shipping Origin: Items are shipped from our global fulfillment partners based on stock availability.
  • Estimated Delivery Times:
    • USA: 7–20 business days
    • Other Countries: 10–25 business days depending on customs and local delivery
  • Tracking: All orders include a tracking number, available within 2–5 days after dispatch.

🛑 Please ensure your shipping address is complete and accurate. Cartora is not responsible for packages delayed or returned due to address errors.

📬 Order Issues & Damaged Items

If you receive an item that is:

  • Incorrect,
  • Non-functional or clearly damaged,
  • Missing essential parts,

Please contact us within 3 days of delivery with clear photo or video evidence.
All claims must be supported with proof and are subject to review. If approved, a replacement or store credit will be offered.

⚠️ Minor cosmetic flaws (e.g., small scratches, packaging dents) do not qualify as product damage.

⏱ Delayed or Lost Deliveries

We will consider compensation only if the tracking shows no movement beyond the timelines below:

  • USA: 45 days after shipment
  • Other Countries: 60 days after shipment
  • Brazil: 110 days due to customs delays
  • Cartora Liquid Line / China Post Registered: 100 days

If tracking shows “delivered” but the package was not received, a non-delivery certificate issued by your local post office with an official stamp is required for investigation.

📦 Packages held due to incorrect addresses, unclaimed deliveries, or local post office storage are the buyer’s responsibility. Cartora is not liable for returns or losses in these cases.

🔁 Return Policy

Cartora does not generally accept returns due to our international logistics model. In rare, pre-approved situations, we may allow a return to our warehouse.

  • All return requests must be submitted within 7 days of delivery.
  • Return shipping costs are the customer’s responsibility.
  • Unauthorized returns will not be processed or refunded.

❗ Most return shipments are discouraged due to high cost, long delays, and risk of damage or loss during transit.

❌ Ineligible Cases for Refund or Replacement

We are unable to offer refunds, resends, or store credit for the following:

  • Customer errors (e.g., wrong size, color, or model)
  • Change of mind after shipment
  • Orders marked as “delivered” unless official proof of non-delivery is provided
  • Packages refused or unclaimed by the customer
  • Force majeure delays (e.g. weather, customs hold, global disruptions)
  • Personalized, made-to-order, or pre-order items after confirmation
  • Subjective dissatisfaction (e.g. product smell, feel, or appearance)
  • Products damaged due to misuse, mishandling, or installation errors

🔧 Missing or Incorrect Items

If you receive:

  • Wrong product: We will review the case and may offer a replacement.
  • Missing or incorrect accessories: If essential, we will resend the part.

📸 Clear evidence is required for all claims. Product size or color concerns must be backed with photos showing measurements or mismatch.

🛠 Damaged Items Upon Arrival

If a product arrives badly damaged, contact us within:

  • 5 days for regular products
  • 10 days for electronics

Submit clear photos or videos. If approved, we will offer either replacement or store credit.

📦 Packaging damage alone (e.g., box dents or tears) is not considered valid for refund.

🛑 Order Cancellations

Orders may be cancelled only before processing begins. Once an order is being packed, shipped, or is in production, it cannot be cancelled or changed.

🌍 Country & Shipping Restrictions

We do not ship to or accept disputes for orders sent to the following countries or territories due to unreliable postal systems or customs restrictions:

Restricted Countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Côte d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Iraq, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, El Salvador, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, British Virgin Islands, US Virgin Islands, Vanuatu, Samoa, Bernel, Curaçao, Saint Eustatius, Saint Martin, Nevis, Somaliland, Saint Barthelemy, Yemen, Mayotte Island, Zambia, Zimbabwe.

🚫 Orders to these destinations will be cancelled and refunded automatically.

📩 Disputes & Support

All order issues must be submitted through our official support channels.

Email: cartora@cartorae.store
Response Time: 24–48 hours

❗ Disputes filed directly on PayPal or payment gateways without contacting us first may result in delays or denial of resolution.

🔒 Legal Disclaimer

Each order is eligible for one resolution only (reshipment, refund, or store credit).
Multiple compensations for the same issue will not be offered. Cartora reserves the right to reject any refund or dispute that does not meet the conditions outlined in this policy.