Return & Refund Policy
Returns Made Clear
Most items purchased from cartuniva may be submitted for return or exchange within 30 days after delivery. Please read the steps below before sending anything back so that we can assist you efficiently.
Start With Customer Service
Contact us first to request return approval and the correct return destination. Include your order number, the product name or SKU, and a brief explanation of why you would like to return it. We aim to respond within 24 business hours. Please do not ship a parcel to the sender address printed on the original package.
Condition of Returned Items
For products without defects, merchandise must remain unworn, unwashed, and undamaged, with the original labels and packaging. Returns showing signs of use, cosmetics, pet hair, deodorant, perfume, or other stains may be ineligible for a refund.
If Something Arrives Wrong or Damaged
Please reach out promptly and provide clear photographs showing the issue. If an item is defective, damaged in transit, or different from what you ordered, our team will review the situation and arrange an appropriate replacement or refund. When the error is ours, we cover the related return shipping cost.
Changing Your Mind
You may also request a return if you no longer want the product. In these cases, return postage is the customer's responsibility and is based on the carrier selected. Shipping charges for preference-based returns are not reimbursed.
Sending a Return
Once your request has been approved, use only the return address supplied by our support team. Arrange the shipment through a local postal or courier service, do not include merchandise from other retailers, and keep both the receipt and tracking details. Share the return tracking number with us; we cannot assume responsibility for return packages that are lost or stolen in transit.
When to Expect a Refund or Exchange
After the returned goods reach us and are reviewed, we will process the applicable exchange or refund. Refund processing may take up to 7 business days, with the final posting time also depending on your payment provider.
Other Situations
If a manufacturing or shipping-related defect is confirmed, a full refund may be offered. Orders canceled within 24 hours of purchase or before dispatch qualify for a full refund. A parcel confirmed lost in transit qualifies for a full refund; however, customers may need to pay reshipping costs if they request delivery to an updated address. Losses resulting from an incorrect address that was not corrected in time remain the customer's responsibility.
Return Labels
The original policy provides for a return label for incorrect or carrier-damaged goods and also mentions a label for preference-based returns. Responsibility for the shipping cost still depends on the reason for the return, as described above.
Our support team is here to explain the next step for your particular order.
E-mail: service@cartuniva.com
Customer Service: Mon–Fri, 09:00–18:00 (UTC+8).