Refund and Return Policy

Refund & Return Policy

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1. Return Policy with “Allow to Open” Facility

Dear Customers,

We offer Cash on Delivery (COD) and Bank Transfer (IBFT) along with an “Allow to Open Parcel” facility at the time of delivery.

Before making payment to the rider, you can open and check your parcel to ensure that the correct product has been delivered.

• If you are satisfied, you may proceed with the payment.
• If you are not satisfied, you may return the parcel immediately to the rider at the time of delivery and inform our customer support.

Important Note:
Once you have received the parcel and made the payment, no complaints or claims will be accepted.
This is because we provide the “open parcel” facility to verify your order before payment.

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2. Return & Refund Policy (Without “Allow to Open” Facility)

If the “Allow to Open” facility is not available, the following policy applies:

• You must notify us within 24 hours of delivery for any return or exchange request with a valid reason.
• After 24 hours, no complaints will be entertained.
• Delivery charges are non-refundable.
• Refund requests will be processed within 1–7 working days after receiving the returned item.
• Complaints will be resolved within 1–7 working days.
• All refunds will be issued via online transfer through Cartflix E-Stores’ official bank account.

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3. Valid Conditions for Returns & Refunds

Refunds or exchanges are only applicable in the following cases:

• You received the wrong product
• The product is defective or damaged

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4. Return Process

Returning an item is simple:

1. Contact us via call or email with a valid reason for return.
2. Pack the item in its original condition as received.
3. Our team will guide you through the return process.
4. Once the item passes our quality check, your refund or exchange will be processed within 1–7 working days.

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5. Important Instructions

• Please check your parcel in front of the rider.
• While opening the parcel, record a short video clearly showing:
  • The parcel
  • The delivery invoice
  • The product inside

Note:
Without a proper unboxing video recorded in front of the rider, no claim or complaint will be accepted.