Refund, Resend & Returns Policy

 

At Cart Nova, we are committed to providing a smooth shopping experience for all our customers. Our refund, resend, and returns policy outlines the circumstances under which you may request a refund, replacement, or return.

1. Refunds

You may request a refund in the following cases:

• Order not received within timeframe
  If your order hasn’t arrived within 45 days (Australia) or 60 days (other countries) after it was shipped, and there is no tracking update, we will issue a full refund.
• Damaged or faulty items
  If you receive a product that is damaged or defective, please send us clear photos or videos of the item within 30 days of delivery. Once confirmed, we will issue a full or partial refund, depending on the extent of damage.
• Incorrect or missing items
  If the product you received is incorrect or an item is missing, please provide photos and order details. We will send a replacement or issue a refund.

❗ Please note:
Refunds will not be issued if the tracking status shows the item has been delivered, unless you provide a non-delivery certificate from your local post office.

 

2. Replacements / Resend

We will offer a replacement or resend in the following situations:

• Damaged in transit
  If the item arrives damaged, we may send a replacement instead of a refund (especially for fragile items).
• Missing components or incorrect variant
  If an item is missing essential parts or you received the wrong size or color, we’ll resend the correct item.
• Lost in transit
  If the parcel is confirmed to be lost (based on tracking or post office confirmation), we will resend the item at no additional cost.

 

3. Returns

We currently do not recommend returning items to our warehouse due to the high international return shipping cost and risk of loss/damage.

If a return is absolutely necessary:

• You must contact us within 30 days of delivery.
• The product must be unused and in original packaging.
• The customer is responsible for return shipping costs unless the product is damaged or incorrect.

⚠ Please note:
Returns are only accepted to our international warehouse. Return transit time may take up to 3 months, and we are not liable for products lost or damaged during return.

4. Cancellations

• Orders can be canceled before processing. If your order has already been processed or shipped, cancellation is not possible.
• Customized or print-on-demand items cannot be canceled once the order is placed.

5. Disputes We Cannot Accept

We do not accept refund or return requests in the following cases:

• Change of mind after purchase
• Items returned without prior approval
• Incorrect address provided by the customer
• Product doesn’t match personal preference (e.g., color, size—if correct to the order)
• Items not claimed or collected from the post office

If you have any issues with your order, please contact our support team at cartnova@protonmail.com with your order number, a clear explanation, and relevant photos/videos within 30 days of delivery.