Refund policy

RETURN AND REFUND POLICY — THECARTNES

Last Updated: 11 October 2026

At TheCartnes, your satisfaction matters to us. If your order arrives damaged, defective, incorrect, or materially different from its description, we want to help resolve the issue fairly and promptly.

This policy explains when returns are accepted, how replacements and refunds work, and how to contact us for assistance.

Store Name: TheCartnes
Website: https://thecartnes.store
Email: thecartnes@gmail.com
Business Address: Sikar, Rajasthan, India

1. Return Eligibility

We generally accept return or replacement requests when a product:

  • Arrives damaged or defective.

  • Is different from the product you ordered.

  • Is materially different from its description or advertised specifications.

  • Qualifies for a return, replacement, or refund under applicable Indian law.

Products should be kept in their original condition, with packaging, accessories, tags, and other included items where reasonably possible.

Please do not dispose of the product or packaging before contacting us about a reported issue, as these may help us investigate the claim.

We assess requests individually and will explain the available resolution. Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded.

2. Return Request Timeframe

Please contact us within 7 days of delivery if your product arrives damaged, defective, incorrect, or materially different from its description.

To begin a request, email thecartnes@gmail.com with your order number and a description of the issue.

This 7-day period is our requested reporting window for efficient handling. It does not remove or restrict any rights or remedies available to you under applicable law, including where a legal claim may be raised outside that period.

3. How to Request a Return or Replacement

Follow these steps:

  1. Contact us: Email thecartnes@gmail.com with the subject line “Return or Replacement Request.”

  2. Provide order details: Include your order number, the product name, and a short explanation of the issue.

  3. Share photographs: Attach clear photographs showing the product and any visible damage, incorrect item, or relevant packaging, where applicable.

  4. Wait for instructions: We will review your request and provide the next steps. Please do not send a product back to an address that we have not confirmed.

  5. Return or replacement: If a return is required, we will coordinate the return arrangements with our supplier or delivery partner as applicable.

We may request reasonable additional information when necessary to assess a claim. We will not use this process to deny a remedy that is required by law.

4. Replacement Policy

Our preferred resolution for eligible damaged, defective, or incorrect products is a replacement, where a suitable replacement is available and appropriate under applicable law.

If a replacement is unavailable, impractical, or not an appropriate remedy, we will discuss the available alternatives, which may include a refund or another remedy required by law.

Replacement delivery timelines depend on product availability, supplier processing, and courier service. We will communicate the expected timeline once the replacement arrangement has been confirmed.

5. Refund Policy and Processing Time

A refund may be provided where appropriate under this policy or required by applicable law. Examples include situations where an eligible replacement cannot be provided or where a refund is otherwise the applicable remedy.

Refund processing target: We generally aim to initiate approved refunds within 5–7 business days after approval and, where applicable, receipt or inspection of the returned product.

The time required for funds to appear in your account may depend on your bank or payment provider and may be longer than our processing period.

If a refund is approved, we will communicate the relevant details to you. We will not use the stated processing target to delay a refund beyond a legally required timeframe.

6. Cash on Delivery (COD) Orders

For orders paid by Cash on Delivery, eligible refunds will be arranged after we confirm the applicable resolution.

We will contact you to confirm a suitable refund method and the information reasonably needed to process the refund securely. We may request verified bank account or UPI details where appropriate.

Please share financial details only through the method we confirm and never share your UPI PIN, card CVV, or banking password.

7. Return Shipping Costs

For approved claims involving damaged, defective, incorrect, or materially misdescribed products, TheCartnes will arrange or cover the applicable return shipping cost, as appropriate to the claim.

Because orders are fulfilled through suppliers, we may coordinate the return or collection with the supplier or delivery partner.

Please contact us before returning a product so we can provide the correct instructions. We will communicate any applicable arrangements before asking you to take action.

We will not impose return charges or deductions that are prohibited by applicable law.

8. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect:

  • Contact us at thecartnes@gmail.com as soon as possible, preferably within 7 days of delivery.

  • Include your order number and a clear description of the problem.

  • Attach photographs of the product and packaging, where available.

  • Keep the product and included accessories until we provide instructions, where reasonably possible.

We will review the information and coordinate with our supplier or delivery partner as needed. Depending on the circumstances and applicable law, the resolution may be a replacement, refund, or another appropriate remedy.

We will not refuse a legally required remedy merely because a product was shipped or fulfilled by a third-party supplier.

9. Non-Returnable Products

Products that have been used, altered, or damaged by the customer after delivery may not qualify for a voluntary return or replacement where the issue is attributable to that use or damage.

However, this exclusion does not apply where the product was already defective, damaged, incorrect, or materially misdescribed on arrival, or where applicable law otherwise requires a remedy.

If a product category has specific return restrictions for legitimate reasons, those restrictions will be disclosed clearly where applicable. No exclusion in this policy overrides mandatory consumer rights.

10. Change-of-Mind Returns

We do not generally offer voluntary returns solely because a customer changes their mind, selects the wrong product, or no longer wants an otherwise correctly supplied product.

This policy is subject to applicable law. It does not exclude any return, cancellation, replacement, or refund required where a product is defective, deficient, spurious, materially different from its description, or otherwise covered by a legal remedy.

Please review the product description, specifications, and order details carefully before placing your order.

11. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at thecartnes@gmail.com with your order number.

We cannot guarantee cancellation once processing, supplier fulfilment, or dispatch has begun. If cancellation is accepted after payment has been collected, any refund due will be handled in accordance with applicable law.

This section does not limit cancellation rights or remedies available under applicable law.

12. Late or Missing Refunds

If we have confirmed that your refund has been initiated but you have not received it:

  1. Check your bank account or payment method.

  2. Contact your bank or payment provider to ask whether the refund is pending.

  3. If the amount still has not appeared, email thecartnes@gmail.com with your order number and refund confirmation details, if available.

We will review the transaction and help you follow up with the relevant payment provider.

13. Consumer Rights

This policy is intended to explain our return and refund process. It does not replace or reduce rights available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.

Where a product qualifies for a return or refund under applicable law, we will handle the request in accordance with the relevant legal requirements.

14. Contact Us

For return, replacement, or refund requests, contact:

TheCartnes
Website: https://thecartnes.store
Email: thecartnes@gmail.com
Business Address: Sikar, Rajasthan, India
Responsible Person: Praveen Kumar

Please include your order number and a clear description of your issue so we can assist you efficiently.

Thank you for shopping with TheCartnes.

TheCartnes — Good Finds. Good Vibes.