Refund policy

Our standard return-request window is 48 hours (2 days) from the date your order is delivered.

A return request must be submitted within this period for it to be considered under our standard return policy.

Where delivery information is unavailable in the applicable tracking system, Carturio may use the fulfillment date and available tracking information to determine the applicable return-request period.

This policy does not exclude or restrict any consumer right or legal remedy that cannot lawfully be excluded or restricted.

2. Eligible reasons for return

A return may be considered where the product has one of the following genuine issues:

• The product is materially different from its description or images on the Carturio product listing.
• The product is faulty, defective, or of unacceptable quality.
• You received an incorrect product, item, size, model, or variant.
• The parcel or product was damaged on arrival.
• Another genuine product-related issue is identified and Carturio determines that it is eligible for return.

Eligibility may depend on the specific product, the circumstances of the order, the evidence provided, supplier/fulfillment requirements, and applicable law.

3. Returns that are not normally eligible

Our standard return program does not cover ordinary change-of-mind requests, including:

• You no longer want the product.
• The product does not suit you or meet a personal preference.
• You selected the wrong product based solely on personal preference.
• You expected a different style or preference despite the product matching its listing.

Nothing in this section is intended to remove a consumer right where such a right is required by applicable law.

4. Evidence and photo proof

A clear photo showing the product and the claimed issue is required for a return request.

Depending on the circumstances, Carturio may request additional evidence, including:

• Additional photographs.
• A video showing the issue.
• Photographs of the packaging.
• Shipping labels or parcel condition.
• Product labels, serial numbers, or identifiers where applicable.
• Order information or other reasonable evidence required to verify the claim.

For certain supplier or fulfillment claims, an unboxing video may be required as supporting evidence.

Providing evidence does not automatically guarantee that a return will be approved.

5. Return approval

All return requests are subject to manual review by Carturio.

Submitting a request through our return portal does not itself constitute approval.

Carturio may consider:

• The reason for the return.
• Photos, videos, and other evidence.
• The product's condition.
• Order and delivery information.
• Product-specific restrictions.
• Supplier or fulfillment requirements.
• Applicable consumer-protection requirements.

Do not ship the product back until Carturio has approved the return and provided return instructions.

6. Return shipping

For an approved return, Carturio will provide the applicable return address and instructions.

Unless Carturio provides a prepaid return label or expressly confirms another arrangement, the customer is responsible for arranging and paying the courier charge for the approved return.

Customers may use a reasonable courier of their choice unless Carturio provides different instructions.

Carturio currently does not charge a separate return-handling fee or ₹70 return fee.

7. Return address and return routing

Approved returns may initially be directed to Carturio's registered business address for handling.

Registered business address:

Royal Garden, Kurgaon, Boisar, Tarapur Road,
Building No. 2, A Wing, Flat No. 202,
Maharashtra, India.

Where supplier or fulfillment processing is required, Carturio may subsequently forward the returned product to the applicable authorized supplier or fulfillment location.

Customers should not send returns directly to Wukusy, another supplier, or another fulfillment location unless Carturio specifically instructs them to do so.

8. Condition of returned products

Unless otherwise instructed by Carturio, products should be returned in the condition reasonably required for inspection and processing, together with applicable accessories, parts, labels, packaging, manuals, or other included items.

Carturio and/or the relevant fulfillment partner may inspect the returned product before the final refund or replacement decision is completed.

9. Refunds

Where a refund is approved, Carturio will normally issue the eligible refund to the original payment method used for the order.

Carturio generally targets refund processing within 2–3 business days after the required approval, return receipt, and verification checks have been completed, as applicable.

The time required for the refund to appear in your account may vary depending on the payment gateway, bank, card issuer, or other payment provider.

If you believe a refund has been approved but has not been received within a reasonable processing period, please contact Carturio at the contact details below.

10. Replacements and exchanges

Where appropriate and available, Carturio may offer a product replacement or exchange instead of a refund.

Replacement or exchange availability depends on:

• Stock availability.
• Product eligibility.
• Product-specific restrictions.
• Supplier/fulfillment availability.
• The nature of the reported issue.

A replacement or exchange is subject to manual approval.

11. Product-specific restrictions

Certain products may have different return conditions or restrictions because of their nature, hygiene considerations, supplier requirements, safety considerations, or applicable law.

Where a product has a specific return restriction, the applicable information may be provided on the product page or during the return process.

12. Fraudulent or abusive requests

Carturio reserves the right, subject to applicable law, to investigate requests that appear fraudulent, abusive, repeatedly inaccurate, or inconsistent with the order or product information.

Additional verification or evidence may be requested before a decision is made.

13. How to request a return

Eligible customers should use the Carturio Returns & Refunds return portal to submit a request.

Please provide your order details and the required evidence when submitting the request.

Do not courier a product back before receiving return approval and instructions from Carturio.

14. Contact us

For return or refund assistance:

Carturio
Email: carturiosupport@gmail.com
Phone: +91 73858 81061

We aim to review return and refund requests as promptly as reasonably possible.