Refund policy

At Carto.pk, customer satisfaction is our top priority. If you receive a damaged, defective, or incorrect product, we are here to help you with an easy return and refund process.

1. Return Eligibility Window

  • You can request a return or exchange within 7 days of receiving your order.

  • To be eligible for a return, the item must be unused, unwashed, and in the same condition that you received it, with original tags and packaging intact.

2. Valid Reasons for Return / Exchange

  • Damaged or defective item received upon delivery.

  • Incorrect item, color, or size delivered compared to your order.

  • Missing parts or items in the package.

Note: An unboxing video or clear parcel images at the time of opening are required as proof for damaged or missing items.

3. How to Initiate a Return

  1. Contact our Customer Support team via WhatsApp at 03269487022 within 7 days of delivery.

  2. Provide your Order Number, Item Photos/Videos, and the reason for the return.

  3. Our team will verify the claim and guide you on sending the product back to our fulfillment center.

4. Refund & Payment Verification

  • Cash on Delivery (COD) Orders: Approved refunds for COD orders will be processed via Bank Transfer, EasyPaisa, or JazzCash once the returned item is received and inspected.

  • Advance Payments (50% Advance): If you paid a 50% advance deposit and the order was canceled by Carto.pk due to stock unavailability or damaged shipment before dispatch, your advance deposit will be 100% refunded to your provided account within 24-48 hours.

  • Refund Processing Time: Once inspected and approved, refunds are processed within 3 to 5 business days.

5. Shipping Costs for Returns

  • If the return is due to our error (damaged, wrong item sent), Carto.pk will cover the return shipping costs.

  • If you wish to exchange an item for personal preference (change of mind or size issue), standard shipping charges will apply to the customer.

6. Contact Us

For any questions regarding Returns, Refunds, or Order Inquiries, reach out to us:

  • WhatsApp / Mobile: 03269487022