Refund & Return

At Carthuge, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help. Please read our policy below to understand the conditions for returns, exchanges, cancellations, and refunds.

Return Eligibility

We accept return requests within 30 days of the delivery date for eligible products.

To qualify for a return, the item must:

• Be unused and in its original condition.

• Be returned with the original packaging, manuals, accessories, and any promotional items included with the purchase.

• Not show signs of misuse, damage caused after delivery, or unauthorized modifications.

Certain products may not be eligible for return due to hygiene, safety, or other product-specific reasons. Any such exceptions will be clearly stated on the product page.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during shipping, defective, or different from what you ordered, please contact our customer support within 7 days of delivery.

To help us resolve the issue quickly, please include:

• Your order number.

• A description of the issue.

• Clear photos or videos showing the product and packaging.

Once the issue is verified, we will offer one of the following at no additional cost:

• A replacement product (subject to availability), or

• A full refund to your original payment method.

Returns for Other Reasons

If you wish to return an item for reasons unrelated to damage or defects, you may request a return within 30 days of delivery, provided the product meets the eligibility requirements above.

Unless otherwise stated, customers are responsible for return shipping costs. If applicable, a reasonable restocking fee may be deducted from the refund to cover inspection and processing costs.

Shipping charges, expedited shipping fees, customs duties, taxes, and other service-related fees are generally non-refundable unless the return is due to our error or a verified product defect.

Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to the original payment method within 5–10 business days. Depending on your payment provider or financial institution, it may take additional time for the refund to appear in your account.

Exchanges

If you received a damaged, defective, or incorrect item, we will gladly arrange a replacement where available.

If you would like to exchange an item for a different size, color, or variation, please contact our support team before returning the product. Exchange availability depends on current inventory.

Order Cancellation

Orders may be cancelled within 2 hours of placement, provided they have not entered processing or shipment.

Once an order has been processed, packed, or shipped, it can no longer be cancelled. In such cases, you may request a return after receiving the order, subject to this policy.

Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

• Gift cards.
• Downloadable digital products.
• Personalised or custom-made items.
• Items marked as final sale or non-returnable.
• Opened hygiene or personal care products where resale is not appropriate.

Contact Us

If you have any questions about returns, refunds, or exchanges, our customer support team is happy to assist you.

Email: support@carthuge.com

Customer Support Hours: Monday – Sunday, 10:00 AM – 6:00 PM (Local Business Hours)