Cartlow - A smarter way to shop | Return Policy

Return Policy

Cartlow strives to offer seamless Return Procedures for customers intending to elect to return their purchased products. According to our return policy, a return request can be submitted within 10 days from the initial delivery of the product and this applies only to eligible products. Please go through the below return policy according to the product category they are attempting to return.

General Terms & Conditions Applicable to All Returns

All products returned will undergo Quality Check, Cartlow reserves the right to reject a return request of a product and sends it back to the customer in case the product returned does not meet any of the return criteria explained below. The customer will not be entitled to any refund if the product is not eligible for return. In case the product return request is declined, Cartlow will make 2 attempts to deliver the product back to the customer through its approved courier services. In case both attempts of delivery are unsuccessful, Cartlow will hold the product for three (3) business days at its delivery hub. The customer can raise a request for another attempt with our customer support team within those three (3) business days post the last attempt. In this event, Cartlow will keep the product for thirty (30) Days and in case it is claimed back, Cartlow shall apply a charge of AED / SAR 100 as RETURN FEES to be incurred by the Customer. Otherwise, the product will be sent for liquidation and the customer won’t be able to request the return of the product again. Cartlow will not be held liable or responsible towards the customer. Customers shall not have the right to any compensation.

A Shipping cost will apply if the customer chose to return the products  for  the following reasons:

  • Change my mind 
  • Didn’t like the product

Seller Return Policy

Cartlow has enabled different sellers to offer their products to Cartlow customers. When an order is placed and sold by a seller who fulfills and ships from its own inventory (referred to as Market Place Seller or 3rd Party Seller), your return will be sent back to the seller instead of Cartlow. While a vast of sellers offer a return policy that is equivalent to that of Cartlow, some sellers' return policies may differ. If the seller’s return policy is not specified in the Seller's Returns and Refunds policy, the order will default to Cartlow Standard Return Policy.

Electronics, Laptops and Mobiles

  1. The product must be returned with the original packaging as received (sealed of sold as Never-Used) and in original sold grade and condition.
  2. If a Never-Used product has been Activated, used, or the product’s original seal was tampered, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect.
  3. If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned as well.

Fashion, Jewellery, Watches, and Accessories

  1. To be eligible for Free Returns, items returned must be in new and unworn condition in the original packaging for a full refund in accordance with our returns policy.
  2. Apparels such as underwear, lingerie, swimwear, socks & tights are not eligible for return.
  3. Apparel products are eligible for return only if they are unused, unworn, unwashed, with all their labels and tags completely intact and in the original packaging as received.
  4. Footwear, eyewear, watches, bags & luggage must be returned in their original packaging with all tags as received.
  5. All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
  6. Any certified items returned without original documentation will be rejected.
  7. Items that have been resized, damaged, or otherwise altered after delivery won't be accepted for return.
  8. Free Returns are available for some Jewellery and Watch items.

Home, Kitchen, Sports & Outdoor

  1. Home decor products are accepted for a return only if the product is in the original packaging.
  2. Unwrapped bedding products will not be accepted for return.
  3. For those items that have been used, altered, assembled, or installed will not be accepted unless they are defective.
  4. Sports and Outdoor Products eligible for return can be returned only if the product is not used and is in the original packaging as received.

Toys & Video Games

  1. Costumes Wear are not eligible for return.
  2. Toys and Games that are used, activated or having missing parts will not be accepted for return.

Stationery & Office Supplies

  • The item must be returned in its original condition as received, including all original packaging and materials (manuals, accessories, etc.)

Non-Returnable Products:

  1. Grocery, Baby Products, Beauty and Health:
  2. Grocery, Pet food and similar products are not eligible for return, but may be refundable.
  3. Some of the Baby items can be eligible for return within 10 days of receipt of shipment.
  4. Breast pumps must be returned unused in their original condition with the factory seal and packaging intact.
  5. Hair and personal care, vitamins-dietary supplements and sports nutrition products are not eligible for return.
  6. Beauty (such as Cosmetics, Skin Care, fragrance), and Health products that are used will not be accepted.
  7. Hygiene-related products, feeding & training accessories, diapers and accessories, bath care, and medical treatment products are not eligible for return.

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