Refund Policy

1. When You Can Get a Refund

• The product is defective, damaged, or not as described.
• The wrong product was delivered to you.
• Your order is cancelled by us (for example, the item is out of stock) before it is dispatched.
• You return a product within the period allowed under our Return Policy and the CPA.

2. How Refunds Are Processed

• Refunds are issued to the original payment method used for the order.
• Once a refund is approved, it typically reflects within 5–10 business days, depending on your bank or payment provider.
• Original delivery fees are refunded only where the return results from our error (wrong, defective, or damaged goods).

3. Non-Refundable Items

For hygiene and safety reasons, certain items may not be refundable once opened or used, unless they are defective. This does not affect your rights under the CPA.

4. How to Request a Refund

Contact us at info@cartivo.co.za or call 065 665 1445 with your order number and a description of the issue. We will guide you through the return and refund process.