At Cartiva.pk, we aim to provide a reliable and convenient online shopping experience. If you receive a damaged, defective, incorrect, or otherwise eligible product, our customer support team can assist you with the applicable return or exchange process.

Return and exchange eligibility depends on the product, condition of the item, reason for the request, and the applicable terms below.

When Can You Return or Exchange a Product?

A return or exchange may be accepted in the following circumstances:

• The product arrives damaged or defective
• You receive a different product from the one you ordered
• You receive an incorrect size, variant, or quantity where applicable
• The product is unopened and unused and the return request is submitted within 7 days of delivery, where the product is eligible for return

Products With Special Return Conditions

Certain products, particularly health, personal care, intimate-care, hygiene-sensitive, and consumable products, may have additional return restrictions for health, safety, and hygiene reasons.

Opened, used, or tampered products may not be eligible for return or exchange where applicable.

Please check the individual product listing or contact our support team if you are unsure whether a product qualifies.

Return & Exchange Requirements

To be eligible for an approved return or exchange, the product should generally:

• Be within the applicable return period
• Be unused and in its original condition, where required
• Be returned in its original packaging
• Include tags, accessories, manuals, or other included items where applicable
• Be accompanied by the original invoice, receipt, or proof of purchase

Products showing signs of use, damage caused after delivery, tampering, or unauthorized modification may not qualify for return or exchange.

How to Request a Return or Exchange

1. Contact Cartiva.pk Support

Email our support team at:

support@cartiva.pk

Please provide:

• Order number
• Product name and details
• Reason for the return or exchange
• Description of the issue
• Photos or videos of damaged or incorrect items, if requested

Contacting us as soon as possible helps us review your request efficiently.

2. Verification

Our support team will review your request and may ask for additional information or photographs to verify the issue.

Once your request is reviewed, we will provide instructions regarding the next steps, including the return address or collection process where applicable.

3. Return or Exchange

If the request is approved:

For Returns:
The eligible product may be returned and, where applicable, a refund will be processed according to the payment method and applicable refund terms.

For Exchanges:
An eligible replacement product may be dispatched, subject to product availability.

Shipping charges for returns or exchanges may vary depending on the reason for the request, product, delivery location, promotional terms, and applicable policy.

Refunds

Approved refunds are generally processed after the returned product has been received and verified.

Refund timing can vary depending on the original payment method, bank, card issuer, payment provider, or other financial institution.

For Cash on Delivery orders, the available refund method may differ from the original payment method. Our support team will provide the applicable instructions for eligible refunds.

Processing Time

• Approved returns and exchanges are generally processed within 3–5 working days after the returned item is received and inspected.
• Refunds may require additional processing time depending on the bank or payment provider.
• Exchange dispatch times depend on product availability and delivery location.

Non-Returnable or Restricted Products

For health, hygiene, personal-care, intimate-care, and other sensitive products, returns or exchanges may be restricted once the product has been opened or used.

Additional exclusions may apply to:

• Opened or used hygiene-sensitive products
• Products damaged through misuse or improper handling
• Products modified or repaired without authorization
• Items missing original packaging or included accessories where required
• Products returned after the applicable return period
• Items specifically identified as non-returnable on their product page

If you are unsure whether an item qualifies, please contact Cartiva.pk support before sending the product back.

Important Notes

• Keep your original invoice or proof of purchase for return or exchange requests.
• Contact us within the applicable return period.
• Do not send a product back without first contacting our support team and receiving return instructions.
• Return and exchange approval is subject to verification.
• Products must meet the applicable condition requirements.
• Cartiva.pk reserves the right to decline requests that do not meet the applicable return or exchange conditions.
• Product-specific return conditions displayed on the product page may also apply.

Why Choose Cartiva.pk?

Cartiva.pk aims to provide customers with:

• Clear return and exchange information
• Customer support for eligible requests
• Convenient online shopping across Pakistan
• Reliable delivery services
• A wide selection of health, beauty, personal care, and lifestyle products

Customers from Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar, Bahawalpur, and other areas of Pakistan can contact our support team regarding eligible return and exchange requests.

Need Help With a Return or Exchange?

For assistance with a return, exchange, damaged item, defective product, or incorrect order, contact:

Email: support@cartiva.pk
Website: Cartiva.pk