Thank you for shopping at Cartella.site. We strive to provide high-quality products and an exceptional shopping experience. If for any reason you are not completely satisfied with your purchase, we are here to assist you with returns and refunds according to the guidelines set out below.
1. Return Policy
At Cartella.site, we offer a straightforward return policy to ensure that our customers feel confident in their purchases. If you are not satisfied with a product, we offer a return and refund option based on the following conditions:
- Eligibility for Return: You may return most new, unopened items within 30 days of receipt for a full refund.
- Condition of Product: Products must be in their original, unused, and undamaged condition. Items that have been worn, altered, washed, or damaged cannot be returned.
- Non-returnable items: Certain items such as personalized or customized products, gift cards, or downloadable products are non-returnable. Please check the product description on the website to confirm whether the item is eligible for return.
- Return Process: To initiate a return, please contact our customer service team at support@cartella.site. You will be provided with a return authorization number, as well as instructions for returning the product. Returns made without prior authorization may not be accepted.
2. Refund Policy
We are committed to ensuring that you are satisfied with your purchases. If you meet the criteria for a return, we will issue a full refund as follows:
- Refund Method: Refunds will be issued to the original method of payment used for the purchase. Please note that it may take 7-10 business days for the funds to appear in your account, depending on your bank or payment processor.
- Restocking Fees: In most cases, we do not charge a restocking fee. However, some specialized items may incur a small restocking fee. This will be clearly stated at the time of purchase or in the return instructions.
- Shipping Fees: The shipping cost for the returned items is typically the responsibility of the customer. However, if your return is a result of an error on our part (e.g., defective product, incorrect order), we will cover the return shipping cost.
3. Exchanges
If you would like to exchange an item for a different size, color, or product, we encourage you to return the original item and place a new order. Unfortunately, we do not offer direct exchanges due to the nature of our inventory management.
To initiate an exchange, please return the original item by following our return process. Once the return is approved and processed, you can place a new order for the replacement item. If you have any questions about the exchange process or need assistance with selecting the right product, our customer service team is happy to assist.
4. Damaged or Defective Items
We take great care in packaging and shipping our products to ensure they reach you in excellent condition. However, if your product arrives damaged or defective, we apologize for the inconvenience and will assist you in resolving the issue.
- Reporting a Damaged or Defective Item: If your order arrives damaged, or if you discover a defect, please contact our customer service team within 7 days of receipt. Include a description of the issue and photographs of the damaged or defective item.
- Resolution: In cases of damaged or defective items, we will offer you a replacement at no additional cost or issue a full refund, including any shipping fees. We will also cover the cost of returning the damaged or defective product.
5. How to Return an Item
To return an item, follow the steps below:
- Contact Us: Email us at support@cartella.site with your order number, product details, and reason for the return. You will receive instructions and a return authorization number.
- Prepare the Item: Ensure that the product is in its original, unused condition with all tags and packaging intact. You must include the original receipt or proof of purchase in your return package.
- Ship the Product: Once you have received the return instructions, pack the item securely and ship it back to us. You are responsible for the return shipping costs unless the return is due to our error.
- Refund Process: After we receive the returned item, we will inspect it and process your refund within 5 business days. The refund will be issued to the original method of payment.
6. Late or Missing Refunds
If you have not received your refund after the processing time, please first check your bank account or credit card statement. Refunds can sometimes take up to 10 business days to reflect, depending on your financial institution.
If the refund still hasn’t appeared after this period, please contact our customer service team at support@cartella.site for assistance. We will work diligently to ensure the issue is resolved.
7. Cancellation Policy
If you wish to cancel your order before it has been shipped, please contact us as soon as possible. If the order has not yet been processed, we will issue a full refund. However, once the order has been shipped, we will no longer be able to cancel it, and you will need to follow the standard return process outlined above.
8. Changes to the Refund and Returns Policy
We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated effective date. Please review this policy periodically to stay informed about your rights and obligations when making a purchase from Cartella.site.