Cartaloq is committed to providing quality products and services to our customers. If you are not 100% satisfied with your item, you can request an exchange or refund. Here we classify the following return and warranty types for you to make things simpler:

Warranty Exemptions and Notes

1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If you have damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

– Flash the firmware of a device or root a device

– Open the body in an attempt to fix the device

– Modify, remove, customize, or swap parts of the product

– Use the device/product in a way that it is not originally intended for

– Continue to use the item once a fault occurs and causes more damage

Note:

• Items such as underwear / swimsuits are not covered by this guarantee due to hygiene considerations. For more details, please contact us
• Due to its nature and intended use, clothing, shoes, bracelets, decorations, phone and tablet accessories, household gadgets, home decorations, RC toys, home textiles, and other similar items are not included in this warranty period. For other product details please contact us or see following warranties.
• Customer might be asked to cooperate with our team to complete the return process according to the above policies.

Return Process
If your item has an issue, please follow the steps below when contacting us

1. Describe the problem with your item in detail: What happened? When? How? Please also write your order no. and item code (SKU no.).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear visible photo or video showing the defect(s);
5. During delivery, please ensure the package is in good condition (no signs of being opened) and confirm the contents before signing the package.

Return Processing Time

If you have any after-sales issues, please contact us directly for a solution according to your case. We will then confirm whether you need to return the item and to which address you may return it.

The following section describes the processing time required upon receiving your returned item.

For exchanges, the processing time for the exchanged item will be between 3-14 business days upon receiving your item back and depending on stock availability.

For refunds, the processing time for us to proceed with the refund will be between 3-14 business days upon receiving your returned item. After we process your refund, the time it takes to show in your account depends on the payment method. Please click here to view more.

For Repair, the duration depends on the item and manufacturer’s spare parts inventory

NOTE:

1. You should contact us before returning an item. We will not accept any returned items without Return Merchandise Authorization (RMA) Form. Suppose you return the package without prior authorization (RMA Form), send it to the wrong address, return an incorrect item, or return an empty package. In that case, Cartaloq reserves the right to refuse any compensation.
2. For any returns, you need to keep the product package intact and all accessories complete and unused. Clothing and other items must be new, unwashed, and still have the labels attached.
3. All returns will be checked by our technical team upon arrival. If we cannot repair the returned product, Cartaloq will provide an alternative solution.

Refund Process

We will fully refund you if the product:

1. Damaged and the item out of stock
2. Not working on electronic product and the product apply (Terms and conditions apply)

Full refunds are not available under the following circumstances:

1. Wrongly ordered by the customer (item, size, color…)
2. Wrongly packed by the merchant
3. Delays in delivery caused by any force majeure incidents, such as natural disasters, bad weather, and war;
4. Any un-insured order that is lost or stolen;
5. Delays in delivery caused by any other beyond Cartaloq control, such as public holidays and Customs issue

*NOTE: Cartaloq will charge all the compensation/refund in cash-coupon/e-voucher.