Refund policy

1. Returns

We want you to be satisfied with your purchase from Cartens. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Be returned with the original packaging, tags, and accessories when applicable.
• Not be damaged due to misuse, improper handling, or normal wear and tear.
• Be accompanied by proof of purchase or your order number.

Some items may not be eligible for return, including personalized products, clearance/final-sale items, or products that cannot be returned for hygiene or safety reasons, where applicable.

2. How to Request a Return

To request a return, please contact us at contatc@cartens.shop with:

• Your full name.
• Order number.
• Item(s) you wish to return.
• Reason for the return.
• Photos of the item if it arrived damaged or defective.

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

Please do not send items back before receiving return instructions from us.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at contatc@cartens.shop.

Please include photographs showing the item and, if applicable, the packaging and shipping label. We will review the issue and, where appropriate, offer a replacement, refund, or another suitable resolution.

4. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. The time required for the refund to appear in your account may vary depending on your bank, credit-card company, or payment provider.

If a returned item does not meet the return requirements, we may be unable to issue a refund.

5. Return Shipping Costs

Unless the return is due to an incorrect, damaged, or defective item, the customer is generally responsible for the cost of return shipping.

If the return is due to an error on our part or a defective/damaged product, please contact us before returning the item so we can provide appropriate instructions.

Original shipping charges are generally non-refundable unless otherwise required by applicable law.

6. Cancellations

If you need to cancel an order, please contact us as soon as possible at contatc@cartens.shop.

We will make reasonable efforts to accommodate cancellation requests, but orders that have already been processed, shipped, or fulfilled may not be eligible for cancellation and may need to be handled through our return process.

7. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

Cartens
San Leandro, California 94577, USA
Phone: +1 706-325-9854
Email: contatc@cartens.shop