Returns & Refunds

1. Return Eligibility

A return request may be considered where a product:

• Arrives damaged
• Is materially defective
• Is materially different from the product ordered
• Is incorrect in model, colour, size or specification due to a fulfilment error
• Is missing important parts or accessories that were included in the product description
• Otherwise qualifies for return under applicable consumer-protection law

For non-defective products, eligibility may depend on the condition of the item, the type of product, whether sourcing has already been completed and any costs already incurred.

2. Reporting a Problem

If there is a problem with your order, please contact Kartefy as soon as reasonably possible after receiving it.

To help us investigate quickly, please provide:

• Your Kartefy order number
• Your name and contact information
• A clear description of the issue
• Clear photographs of the product
• Photos of the packaging and shipping label where relevant
• A short video where necessary to demonstrate a functional defect

We recommend documenting visible damage promptly after delivery. This recommendation helps us investigate logistics claims and does not remove any rights you may have under applicable law.

3. Damaged or Defective Products

If an item arrives damaged or has a material defect, do not dispose of the product or its packaging before contacting us.

After reviewing the issue, an eligible resolution may include:

• Replacement of the affected product
• Repair where appropriate
• Full or partial refund
• Another reasonable resolution agreed with the customer

The appropriate resolution will depend on the nature of the issue, product condition, available supplier remedy and applicable consumer rights.

4. Incorrect Products

If you receive a materially different product from the one confirmed in your Kartefy order, please contact us with photographs of the item received and its packaging.

Once verified, we will determine the appropriate resolution, which may include replacement, refund or another suitable remedy.

5. Change-of-Mind Returns

If you simply change your mind about a product, contact us as soon as possible.

Where a change-of-mind return is accepted, the product should normally remain unused, undamaged and in its original condition with its original packaging, accessories and included items.

Return transportation and other reasonable costs relating to a change-of-mind return may be the customer’s responsibility where permitted by law.

Acceptance of a change-of-mind return may also depend on whether the product has already been specially sourced, purchased or shipped specifically for the customer.

6. Products That May Have Return Restrictions

Certain products may have additional return restrictions for hygiene, safety, customisation or sourcing reasons.

These may include:

• Personalised or custom-made products
• Products specially sourced according to a customer’s individual request
• Opened personal-care or hygiene products where return would create a health or safety concern
• Used, altered or damaged products where the damage was not present at delivery
• Items missing supplied accessories, components or packaging
• Products that cannot reasonably be resold because of their condition after delivery

These restrictions do not apply where doing so would unlawfully limit a customer’s rights relating to defective, unsafe, incorrectly supplied or materially misrepresented products.

7. Custom Sourcing Orders

Products requested through our Source a Product service may be purchased specifically for an individual customer after a quotation has been approved.

If you wish to cancel a custom sourcing request, contact us immediately.

If procurement has not yet started, cancellation may be simpler to process. If the supplier order has already been placed, reasonable supplier, payment, transaction, handling or cancellation costs already incurred may be deducted where permitted.

We will explain any applicable charge before completing the cancellation where reasonably possible.

8. Business & Bulk Procurement Orders

Business Procurement and bulk sourcing orders may involve negotiated specifications, quantities, supplier commitments and logistics arrangements.

Any special cancellation, inspection, return or refund conditions applying to a business procurement order may be stated in the quotation or procurement agreement provided before the order is confirmed.

Nothing in those terms is intended to exclude rights or remedies that cannot lawfully be excluded.

9. Cancelling an Order

If you want to cancel an order, please contact us as soon as possible.

If the supplier purchase has not yet been completed, we will make reasonable efforts to stop the procurement process.

Once a supplier order has been placed, prepared, shipped or committed to international logistics, cancellation may no longer be possible without costs.

Where cancellation is permitted after costs have already been incurred, reasonable non-recoverable charges may be deducted from the refund where allowed by applicable law.

10. Returning an Approved Item

Please do not send a product back to any supplier, warehouse or address without first receiving return instructions from Kartefy.

Internationally sourced products may require a specific return route. Returning an item to an unauthorised address could delay or prevent proper processing of the return.

Once a return is approved, our support team will provide the relevant instructions.

11. Return Shipping Costs

Where a return results from a confirmed defect, incorrect product or fulfilment error attributable to the order process, Kartefy will determine the appropriate return arrangement as part of the approved resolution.

For an accepted change-of-mind return or other return not caused by a product or fulfilment problem, the customer may be responsible for reasonable return transportation costs where permitted.

12. Refunds

Once a refund has been approved, Kartefy will initiate the refund using the appropriate available payment method.

Where possible, refunds will be returned through the original payment channel used for the transaction.

The time required for the refunded amount to appear in your account may depend on your bank, card issuer, payment provider or other financial institution.

13. Partial Refunds

In some situations, a partial refund may be appropriate instead of requiring the customer to return the product.

This may apply, for example, where the issue is minor, the product remains usable and the customer agrees to keep the item.

A partial refund will only be issued where it is an appropriate resolution to the particular complaint.

14. Shipping & Logistics Charges

International freight, local delivery, customs processing and other logistics costs may already have been incurred before a return or cancellation request is received.

For returns that are not caused by a defect, incorrect fulfilment or other issue for which Kartefy is responsible, already-incurred and non-recoverable logistics charges may not be refundable where permitted by law.

Where the return results from a confirmed defective, incorrect or materially misrepresented product, the resolution will be assessed in accordance with applicable consumer rights.

15. Items Lost During Return Transit

If you are instructed to return an item yourself, we recommend using a traceable delivery service and keeping proof of shipment until the return has been completed.

Responsibility for a returned parcel while in transit will depend on the return arrangement provided by Kartefy and the circumstances of the return.

16. Refunds for Unfulfilled Orders

If Kartefy is unable to fulfil an order and no suitable alternative is agreed with you, the affected amount will be handled through the appropriate refund process.

We will not require you to accept a materially different substitute without your agreement.