Return & Exchange
Return & Refund Policy
Last Updated: September 22, 2026
At Cartnov, we are committed to providing clear and transparent information about returns, refunds, exchanges, and order cancellations.
Please read this policy carefully before requesting a return or refund.
1. Return Eligibility
Customers may submit a return request within 30 days of the confirmed delivery date.
For a standard return, products should meet the following conditions:
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The product is unused and undamaged.
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The product is in its original condition.
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Original packaging, accessories, and labels are included where applicable.
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Valid proof of purchase or a Cartnov order number is provided.
Products damaged through improper use or altered after delivery may not qualify for a standard return, subject to applicable consumer protection laws.
Please submit your request within the 30-day return period.
2. How to Request a Return
To begin a return, please contact our customer support team.
Email: contact@mail.cartnov.com
Include the following information:
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Your full name.
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Your order number.
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The product you wish to return.
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Your reason for requesting a return.
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Photos or videos if the product is damaged, defective, or incorrect.
Our team will review your request and provide return instructions.
Important: Please contact us and obtain return instructions before shipping any items back.
A return request may require inspection of the product before refund eligibility is confirmed.
3. Return Address
The correct return address will be provided by our customer support team after your return request has been reviewed.
Please do not send packages to the address printed on the original shipping label or to our registered business address unless specifically instructed.
Our business address is NOT a return address.
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou
Guangdong, China
Please email contact@mail.cartnov.com to obtain the correct return address and instructions.
4. Return Shipping Costs
Returns Due to Customer Preference
For returns requested because of a change of mind, an incorrect size or product option selected by the customer, or other personal preferences, the customer is generally responsible for return shipping costs.
Original shipping fees may be non-refundable unless otherwise required by applicable law.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us with your order number and supporting photographs.
Once the issue is verified, we will arrange an appropriate resolution, which may include a replacement, a refund, or a return at no additional reasonable shipping cost to you.
Customers will not be required to pay reasonable return shipping costs arising from a confirmed fulfillment error by Cartnov.
5. Damaged or Incorrect Items
Please inspect your order upon delivery.
If you discover that an item is damaged, defective, incorrect, or missing, contact us within 30 days of delivery.
Email: contact@mail.cartnov.com
Please provide:
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Your order number.
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A description of the problem.
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Clear photos or videos showing the issue.
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Photos of the packaging or shipping label if relevant.
Keep the affected product and its packaging until our team has reviewed the issue.
We will assess your request and provide an appropriate solution consistent with applicable consumer rights.
6. Return Shipping and Tracking
For returns where you are responsible for arranging shipping, we recommend using a trackable delivery service.
Please retain your shipping receipt, return tracking number, and proof of postage.
Send the package only to the return destination provided by our customer service team.
Responsibility for packages in transit will be determined according to the return circumstances and applicable law.
7. Return Inspection
After your return arrives at the designated location, it may be inspected to verify its condition and confirm that it matches the approved return request.
Our team will review the product, accessories, and relevant return requirements.
You will receive an email notifying you of the outcome.
If your return is approved, we will arrange the applicable refund to your original payment method.
8. Refund Processing
Approved refunds will be issued through the original payment method used at checkout.
We generally initiate approved refunds within 10 business days.
Please note that your bank, credit card company, PayPal, or other payment provider may require additional time to process the transaction.
The exact time required for funds to appear in your account depends on your payment provider.
If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact:
Include your order number so our team can investigate the refund status.
9. Partial Refunds
In certain circumstances, a partial refund may be appropriate, subject to applicable law.
Examples include products returned with missing accessories, missing components, or damage occurring after delivery.
Any applicable deduction will be explained during the return review.
Mandatory consumer rights will not be affected.
10. Exchanges and Replacements
If your product arrives damaged, defective, incorrect, or incomplete, please contact our support team.
We will review the issue and determine whether a replacement, refund, or another appropriate solution is available.
For exchanges requested because of size, color, or personal preference, please contact us before returning the item.
Depending on availability, you may need to return the original product and place a new order.
Replacement availability cannot be guaranteed.
11. Lost Packages
If your shipment is confirmed lost by the shipping carrier or logistics provider, please contact our support team.
We will investigate the issue and arrange an appropriate solution, which may include a replacement or refund.
Please provide your order number and any relevant tracking information.
12. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate requests received within 24 hours of purchase, provided the order has not entered fulfillment or been shipped.
Cancellation requests are not guaranteed.
Once an order has been shipped, cancellation may no longer be possible.
You may request a return after delivery in accordance with this policy.
If Cartnov cancels a paid order before supplying the goods, an applicable refund will be issued to the original payment method.
13. Incorrect Shipping Information
Customers are responsible for providing accurate shipping details at checkout.
If you notice an error in your delivery address, please contact us immediately.
We will attempt to assist before the order enters fulfillment.
Address changes cannot be guaranteed after shipment.
If a package is returned due to an incorrect or incomplete address, please contact us to discuss the available options.
14. Original Shipping Fees
Original shipping charges are generally non-refundable for returns initiated due to customer preference, unless applicable law requires otherwise.
If a return results from a verified product defect, incorrect item, or fulfillment error, relevant shipping costs will be handled in accordance with this policy and applicable consumer protection laws.
15. Consumer Rights
Nothing in this policy limits or excludes consumer rights that cannot legally be waived.
Where applicable laws provide additional protections or remedies, those rights will continue to apply.
16. Contact Information
If you have any questions regarding returns, refunds, exchanges, replacements, or cancellations, please contact us.
Store Name: Cartnov
Legal Business Name: Guangzhou Guimi E-commerce Co., Ltd.
Email: contact@mail.cartnov.com
Phone: +86 132 9732 6746
Business Address:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou
Guangdong, China
Important Notice: This is not a return address. Please contact customer support to obtain the correct return address before sending any products back.
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM (China Standard Time, UTC+8)
We aim to respond to customer inquiries within one business day.
Thank you for shopping with Cartnov!