Warranty, Refund & Return Policy
1. Introduction
In this policy, “you” or “your” refers to a Retailer, and “us”, “our” or “we” refer to Cartoz.
Where exceptions apply (including supplier-specific warranty, refund, or return policies), they will be noted accordingly.
2. Warranty for Products Sold Through Cartoz
All products sold through Cartoz come with guarantees that cannot be excluded under the Australian Consumer Law.
This policy does not limit your rights under applicable laws.
- Cartoz provides a 12-month warranty on faulty or damaged products
- Exceptions may apply where a different warranty is specified
- Accessories or bonus gifts may not be covered
Warranty does NOT cover:
- Normal wear and tear
- Improper assembly or modification
- Abuse or abnormal use
- Lack of maintenance or care
- Damage to packaging only
Each claim is assessed individually. Cartoz may offer:
- Replacement parts
- Repair guidance
- Product replacement
- Alternative product
- Refund or store credit
3. Warranty Claims (Damaged Goods or Missing Parts)
To submit a claim:
- Login to your Cartoz account
- Go to Orders
- Select Request Support
Your request must include:
- Order number
- Quantity of affected items
- Clear photos or videos of the issue
- Original packaging (if available)
- Instruction manual showing affected parts
Note: Do not dispose of products until your claim is resolved.
4. Spare Parts and Delivery Delays
- Spare parts are dispatched within 2 working days (if available)
- If unavailable, an alternative solution will be offered
- Delivery issues must be reported within 10 working days
- Courier investigations may take up to 2 working days
Delays may occur due to external factors such as weather or natural events.
5. Refund, Return and Replacement
Requests must be submitted via:
Cartoz Account → Orders → Request Support
- Refunds are issued to the original payment method
- Incorrect addresses may result in Return to Sender (RTS) charges
- Incorrect returns are not the responsibility of Cartoz
6. Change of Mind Returns
Change-of-mind returns are NOT accepted for:
- Health and safety products
- Bulk purchases
- Opened or used items
For eligible products:
- Request must be made within 14 days of delivery
- Retailers must notify Cartoz within this timeframe
7. Change of Mind Return Process
Before returning any item, contact Cartoz support.
Include:
- Photos/videos of product condition
- Reason for return
If approved:
- With return label → Refund = Item Price + Shipping − Return Shipping − 10% Restocking Fee
- Without return label → Refund = Item Price + Shipping − 10% Restocking Fee
- RTS before delivery → Refund after return minus 10% fee
8. Product Recalls
If a product recall occurs, Cartoz will notify retailers and provide instructions.
📞 Need Help?
Email: sales@cartoz.com.au
WhatsApp: Available for quick support
Shop with Confidence — Secure Payments | Fast Delivery | Easy Returns