shipping-returns
Last updated: October 14, 2026
At Cartnex, customer satisfaction is important to us. This Return and Refund Policy explains the conditions for returning products, requesting refunds, and resolving issues with your order.
Please read this policy carefully before requesting a return. Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.
1. Return Eligibility
If you are not satisfied with your purchase, you may contact us to request a return, subject to the applicable return conditions and legal requirements.
To help us process your request, please ensure that:
- You provide your order number and the email address used for the purchase.
- The product is unused and in its original condition, where applicable.
- The product is returned with its original packaging, tags, accessories, and components, where applicable.
- You contact us before sending any item back.
Certain products may be excluded from voluntary returns where permitted by law, such as personalized goods, perishable items, or sealed hygiene products that are unsuitable for return once unsealed. Any applicable exclusions will be subject to your statutory rights.
2. Return Period
Please contact us as soon as possible if you wish to return an item. Any voluntary return period offered by Cartnex will be communicated through the applicable product, order, or store information.
For online purchases in the United Kingdom, eligible consumers generally have a statutory right to cancel many distance purchases within 14 days of receiving the goods. Exceptions may apply. You must notify us of your cancellation within the applicable period and follow the return instructions.
3. How to Request a Return
To initiate a return, follow these steps:
- Contact our customer support team using the contact information provided below.
- Include your order number, the product name, and the reason for your return.
- Wait for our response and return instructions before shipping the item.
- Package the product securely and follow the instructions provided by our support team.
- Keep your shipping receipt and tracking information until the return has been resolved.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us promptly.
Include your order number and a description of the problem. Photographs of the item or packaging may help us assess the issue more quickly.
We will review the circumstances and explain the available resolution, which may include a replacement, repair, refund, or another remedy required by applicable law. Your statutory consumer rights remain unaffected.
5. Refunds
Once your return is received, or where required once you provide evidence that the item has been sent back, we will assess your request and notify you of the outcome.
Approved refunds will generally be issued to the original payment method unless another method is agreed or required by law.
Refund processing times may vary depending on your payment provider or financial institution. Where applicable, refunds will be issued within the time required by law.
6. Return Shipping Costs
For voluntary returns due to a change of mind, the customer may be responsible for return shipping costs where permitted by law and where this responsibility was properly disclosed.
If an item is faulty, damaged, incorrectly supplied, or otherwise eligible for a remedy at our expense, we will handle return costs in accordance with applicable consumer law.
Please do not send products to an address other than the return address confirmed by our support team.
7. Order Cancellations
If you wish to cancel an order, contact us as soon as possible and provide your order number. We will let you know whether the order can be stopped before dispatch.
If the order has already been dispatched, you may need to follow the applicable return or statutory cancellation procedure. This does not affect any cancellation rights provided by law.
8. Exchanges
If you would like a different size, colour, or product, contact our support team to check whether an exchange is available. Exchanges depend on product availability and the applicable terms.
9. Refund Delays
If you have not received an approved refund, first check your payment account and contact your bank or payment provider if necessary.
If the refund still does not appear, contact Cartnex with your order number so we can review its status.
10. Contact Us
For questions about returns, refunds, or order cancellations, please contact Cartnex:
Business Name: Cartnex
Address: Office 16284, 182–184 High Street North,
East Ham, London, E6 2JA, United Kingdom
Phone:
+44 7490 328087
Email: Please use the customer support email address published on our website.