1. Return Eligibility

Cartizo generally accepts return requests only when the request is made within the applicable return window and the product meets the conditions described in this policy.

For a normal change-of-mind return, the product must be unused, unwashed, unaltered, complete with all components/accessories supplied with the order, and in its original condition and packaging.

2. Return Window

Our standard return request window is 2 days from the date the order is shown as delivered.

A return request submitted after this period may not be accepted under our standard policy, except where a different period or remedy is required by applicable law.

3. Non-Returnable Conditions

A normal change-of-mind return may not be accepted when:

• The product has been used, washed, played with, modified or altered beyond reasonable inspection.
• The original product packaging has been opened or materially damaged.
• Any component, accessory, part, tag, insert or item supplied with the product is missing.
• The product has been damaged after delivery due to misuse, accident, improper handling or storage.
• The product shows signs of intentional damage or alteration.
• The return request is outside the stated 2-day return window.
• The product is returned in a materially different condition from the condition in which it was delivered.

4. Damaged / Wrong / Missing Items

If your parcel arrives visibly damaged, contains a wrong product, or appears to be missing an item or component, please contact Cartizo promptly after delivery.

For faster verification, keep the shipping label, outer packaging, product packaging and all items received until the case is resolved.

We may request photographs or a short unboxing/condition video where available. Each case is reviewed against the order details, product information and evidence supplied.

5. How to Request a Return

To request a return, email us at support@cartizo.online with your order number and the reason for the request.

6. Photos, Videos & Verification

We may request reasonable evidence to verify a return or product complaint. Depending on the issue, this may include:

• Photos of the product from different angles.
• Photos of the outer shipping package and shipping label.
• Photos of the original product packaging.
• A short unboxing or condition video, where available.
• Details of the missing, damaged or incorrect item.

Providing evidence does not by itself guarantee approval; the request will be assessed against the order and applicable return/refund terms.

7. Return Approval & Pickup

If a return is approved, Cartizo will provide the applicable return instructions. Depending on the product and delivery arrangement, the return may be handled through a pickup or another return method communicated to you.

Please pack the product securely and include all required components. Cartizo may decline a return if the returned item does not match the approved return or is received in a materially different condition, subject always to applicable consumer rights.

8. Refunds

Where a refund is approved, the refund amount will normally correspond to the amount actually paid for the eligible order/item, subject to the applicable order terms and law.

Refund processing will generally begin after the returned product, where a return is required, has been received and the return has been verified.

The time taken for the refund to appear in your bank account or payment account can depend on the payment provider, bank or financial institution. We cannot control delays caused solely by those third parties.

9. COD Refunds

Cartizo currently accepts Cash on Delivery (COD) orders. Because the original payment was made in cash to the delivery process, an approved COD refund may require you to provide accurate bank-account or UPI details for the refund.

We may request the minimum information reasonably necessary to process the approved refund. Please make sure the beneficiary name and payment details are correct.

Cartizo will not ask for your full card number, card PIN, UPI PIN, OTP or banking password to process a refund. Never share such confidential authentication information.

10. When a Request May Be Rejected

A return/refund request may be rejected under the standard policy where, for example:

• The request is outside the 2-day standard return window.
• The product has been used, altered, damaged or mishandled after delivery.
• Required components or accessories are missing.
• The product or packaging has been materially opened or damaged in a normal change-of-mind return.
• The returned product does not correspond to the order or approved return request.
• The evidence supplied does not reasonably support the claimed issue.

These conditions do not prevent a consumer from exercising rights or remedies available under applicable law.

11. Order Cancellation

If you want to cancel an order, contact us as soon as possible at support@cartizo.online.

We will try to stop an order before it enters fulfilment or shipment. Once an order has been dispatched, cancellation may no longer be operationally possible and the applicable return/refund process may apply.

Cancellation requests and any resulting refund are subject to the order status and applicable law.

12. Failed Delivery / RTO

If a COD order cannot be delivered because the customer is unavailable, refuses delivery, provides an incorrect address/phone number, or the courier is otherwise unable to complete delivery, the shipment may be returned to the sender (RTO).

An RTO is different from a customer-initiated return after successful delivery. If you need help with an undelivered order, contact us at support@cartizo.online with your order number.

13. Exchanges

Exchanges are not guaranteed for every product or order. If an exchange option is available for your product, Cartizo will communicate the applicable process after reviewing your request.

Where an exchange is not available, an eligible case may instead be handled through another remedy, including refund, where applicable.

14. Return Shipping

Return-shipping arrangements depend on the reason for the return and the instructions provided by Cartizo.

We will communicate any applicable return-shipping responsibility or charges before you proceed with a return where such information is relevant.

Do not independently ship a parcel to an address unless Cartizo has provided that address and instructed you to do so.

15. Complaints & Grievance Support

If you have a complaint about a return, refund, delivery or product, please contact Cartizo at support@cartizo.online. Please include your order number and a clear description of the issue so that we can review it efficiently.

Consumer grievance rights available under applicable Indian law are not waived by this policy. Indian consumer protection authorities provide formal grievance-redressal mechanisms for eligible consumer disputes.

16. Policy Changes

Cartizo may update this Return & Refund Policy when our products, operational processes, legal requirements or customer-support procedures change.

The latest version will be published on this page with an updated “Last updated” date. Changes will not remove rights that cannot legally be excluded.