Refund policy

Return & Refund Policy – Cartiro

Thank you for shopping at Cartiro, your online store for festival items, pooja essentials, diyas, thali sets, gift boxes and Diwali gifts. We want you to be happy with every order. This return and refund policy explains how returns, replacements and refunds work.

Return Window

You can request a return or replacement within [7] days of delivery.

Eligible Returns

We accept return or replacement requests if your product:

  • Arrived damaged, broken or defective
  • Is the wrong item or design
  • Has missing parts or accessories
  • Is clearly different from its description or photos

Non-Returnable Items

For hygiene and safety, we cannot accept returns for used, lit, washed or altered products (including diyas burned with oil or wick), items damaged after delivery through misuse, products without original packaging, and consumables such as oil, wicks and incense.

Damaged or Fragile Items

Glass diyas, decorative lamps and other fragile products need extra care. Please record an unboxing video when you open the sealed parcel and contact us within [48 hours] with the video and clear photos. This helps us approve your replacement or refund quickly.

How to Request a Return

  1. Email [support email] or WhatsApp [number] with your order number, photos or video, and a short description of the issue.
  2. Our team will review your request within [2 business days].
  3. If approved, we will arrange pickup or share return instructions.
  4. Please do not send products back without contacting us first.

Refunds

Approved refunds go to your original payment method (card, UPI, net banking or wallet) within [5–7] business days. For Cash on Delivery orders, we refund by bank transfer or UPI. Shipping charges are refunded only when the return is due to our error. You may also choose store credit or an exchange instead.

Order Cancellation

You can cancel an order before it ships by contacting us, and we will refund it in full. Once an order has shipped, you can still request a return if it is eligible under this policy.