Refund policy

Returns & Refunds Policy

At Cartora, we want you to feel confident shopping with us. If something is not right with your order, please contact us and we will do our best to help.

Faulty, damaged or incorrect items

Please contact us at queries@cartona.online as soon as possible if your item arrives damaged, faulty, incorrect, or not as described.

Please include:

Your order number
A brief description of the issue
Clear photos or videos of the item and packaging

Once reviewed, we may offer a replacement, repair, store credit, or refund depending on the issue.

Change of mind returns

We do not accept returns or refunds for change of mind, wrong colour, wrong size, or accidental purchases unless required by law.

Return eligibility

To be eligible for a return, the item must generally be:

Unused and in its original condition
In its original packaging where possible
Returned with proof of purchase

Some items may not be eligible for return for hygiene, safety, or product-use reasons unless they are faulty.

Refunds

If your refund is approved, it will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Shipping fees may not be refundable unless the item is faulty, damaged, incorrect, or otherwise required by law.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Products come with consumer guarantees that cannot be excluded, including rights to a repair, replacement, or refund where a product is faulty, not fit for purpose, unsafe, or not as described.