Refund policy

Last updated: October 23, 2026

At CARTNES we want you to be happy with your order. Please read this policy before you buy.

IMPORTANT: Change-of-mind returns are not accepted. Because our products ship directly from our fulfillment partners, return shipping usually costs more than the item itself. For this reason, we do not accept returns or exchanges if you simply change your mind, no longer need the item, or ordered the wrong size, color or variant. Please check product descriptions, photos and size information before ordering.

What we do cover: our Order Guarantee

You are covered for a replacement or a full refund, at your choice, if:

Your item arrives damaged or defective.
You receive the wrong item, or an item that is materially different from its description.
Your order does not arrive within 30 business days of the date it shipped, or it is confirmed lost in transit.

How to make a claim

Email us at support@cartnes.com within 14 days of delivery (or, for orders that did not arrive, within 60 days of the shipping date). Please include:

Your order number
A short description of the problem
Clear photos or a short video showing the problem (for damaged, defective or wrong items)

We usually respond within 1–2 business days. In most cases you do not need to send the item back. If we do need it returned, we will give you instructions first and cover the return shipping cost. Please do not send any item back without our written approval.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days after approval. Your bank or card issuer may need additional time to post the credit. Original shipping charges are refunded only when the claim is due to our error or a lost package.

Replacements

If you choose a replacement and the item is out of stock, we will offer a refund instead.

Cancellations

You can cancel an order before it ships. Email us as soon as possible with your order number. Once your order has been placed with our fulfillment partner or has shipped, we may no longer be able to cancel it.

Order issues on our side

If we cancel your order for any reason (for example, a stock or pricing error), you will receive a full refund.

Payment disputes

If there is a problem with your order, please contact us first. We resolve most issues quickly, and it is usually faster than a dispute with your bank or card issuer.