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Returns, Replacements & Refund Policies

About Our Returns Policies

Cartedout.com, offer returns for most items within 30 days of receipt of delivery. You can use this page to learn about our return policies. Most items sold on Cartedout.com follow our general return policies, but some products have different policies or requirements associated with them.

  • Statutory Cancellation Right
  • Our Voluntary Returns Policy
  • Returns Costs & Methods
  • Other Statutory Rights
  • Defective Items After 30 Days
  • Cartedout Global Store Items
  • Customised Products
  • Other Specific Items

Defective Items After 30 Days

At Cartedout.com we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items and you have the right to cancel the purchase of most items within 14 days. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

Statutory Cancellation Right

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item (please see clause 2 of our Conditions of Use & Sale for the full instructions on cancellation and further information on your right of cancellation). To exercise your cancellation right please visit our Returns Support Centre.

Our Voluntary Returns Policy

As well as your statutory cancellation rights described above, you can return most products from Cartedout.com sites within 30 days of receipt of the products if the products are in an unused and undamaged condition. To return an item please visit our Returns Support Centre.

Please note that this returns policy doesn't affect your statutory rights and therefore doesn't affect your right of cancellation as described above.

Please note that you must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged. Used items must not have any additional signs of use or damage.

The same exclusions apply to our Returns Guarantee as for the right of withdrawal. The following products thus cannot be returned under the Returns Guarantee (unless defective):

  • Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
  • Sealed audio or video recordings or of sealed software if unsealed by you after delivery;
  • Goods made to your specifications or clearly personalized
  • Goods which may deteriorate or expire rapidly;
  • A service, if the supplier has fully performed it and you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started;
  • Digital content (including apps, digital software, ebooks, MP3, etc) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started
  • Newspapers, journals or magazines with the exception of subscription contracts;
  • Alcoholic beverages whose actual value is dependent on fluctuations in the market which the supplier cannot control

 

The following table provides an overview of the key provisions of your statutory cancellation right as well as our voluntary returns policy and how they compare to one another:

Statutory Rights

Cartedout Returns Policy (as set out by product category below)

Return period

14 days

30 days

Refund of costs of sending the item back to us if defective, damaged or incorrect item?

Yes

Yes

Refund of costs of sending the item back to us if cancellation?

No

No (unless Shoes, Clothing, Jewellery & Watches, see next row)

Refund of costs of sending the item back to us if Shoes, Clothing, Jewellery & Watches?

Yes

Yes

Refund of original delivery costs if defective?

Yes

Yes

Refund of original delivery costs if cancelled?

Yes, cheapest method

Yes, cheapest method

 

Returns Costs & Methods

Cartedout will refund the cost of sending an item back to us if it’s defective, damaged or incorrect or, if you're returning shoes, clothing, jewellery or watches (made-on-demand Collection items that are not defective, damaged or incorrect, are not eligible for free returns. See more information here). In many cases, we’ll provide you with a pre-paid returns label. If your return is not the result of a Cartedout error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the item(s) you’re returning. We’ll always display the most accurate return costs and methods available for your item(s) in our Returns Support Centre when you create your label.

Please note that certain types of items aren't eligible for cancellation or return under the Cartedout returns policy. You can find out more in the Conditions of Use & Sale.

We won't accept the return of any software returned to us if it's been opened. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn't received in new, unopened condition.

If a product becomes defective after 30 days you won't be able to create a returns label using our Returns Support Centre - you'll need to Contact Us. You may wish to visit the manufacturer's website or contact them directly as they may be able to offer troubleshooting and support with the issue you have with the product.

Other Statutory Rights

You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please refer to the local office of your Consumer Affairs Authority or If you reside in the EU visit the European Consumer Protection Authority or, the European Commission online dispute resolution platform, which you can access here: https://ec.europa.eu/consumers/odr. If you would like to bring a matter to our attention, please contact us.

 

If you need to contact us by post, please write to:

For Cartedout.com Europe:

JTG Limited,

A3 TOWERS, BLOCK A3, LEVEL 6, 312,

TRIQ IL-KANONKU K. M. BOLOGNA,

PAOLA, PLA 1211, MALTA

Registered in MALTA

MALTA VAT Registration Number: MT 22095614

Telephone +356 21333148

For Cartedout.com International:

JTG Limited,

A3 TOWERS, BLOCK A3, LEVEL 6, 312,

TRIQ IL-KANONKU K. M. BOLOGNA,

PAOLA, PLA 1211, MALTA

Registered in MALTA

MALTA VAT Registration Number: MT 22095614

Telephone +356 21333148

Other contacts for Cartedout.eu/.info/net/.org:

JTG Limited,

A3 TOWERS, BLOCK A3, LEVEL 6, 312,

TRIQ IL-KANONKU K. M. BOLOGNA,

PAOLA, PLA 1211, MALTA

Registered in MALTA

MALTA VAT Registration Number: MT 22095614

Telephone +356 21333148

This isn't our returns address and returns won't be processed at the above address. If you need to return an item please visit our Returns Support Centre.

*In order to ensure a faster response please visit Customer Service.

Defective Items After 30 Days

Troubleshooting and product support may be available to resolve any issues with your product, as outlined in the Product Support Help page. If your item becomes defective after the Cartedout return period, Cartedout will repair any defective item. The repair will be completed by the manufacturer or by a third-party repair service provider authorised by the manufacturers to repair their products. If a repair is not possible, we'll send you a replacement, and if a replacement is not available, we will refund the purchase price. Repair is only available for qualifying items sold by Cartedout.com or Cartedout Warehouse. Cartedout does not accept a return after 30 days for consumable products (e.g. batteries, fuses, ink, light bulbs, etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors, or general wear and tear. For more information go to About Warranty Repairs.

Cartedout Global Store Items

Most Cartedout Global Store items can be returned within 30 days of receipt of delivery. Please use the online Returns Support Centre. It can take up to 15 - 25 days for an item to be received at our fulfilment centre, and it takes 3-5 business days from time of receipt for the refund to be processed and 3-5 business days for the refund amount to reflect in your account. For incorrect, defective, or damaged items, you’ll be refunded for original delivery costs, as well any Import Fees Deposit(s) for the returned item(s), once your return is processed.

Please note that your return label may require you to return the item at your own expense. Cartedout will automatically refund up to €20 for return postage costs. If your return shipping costs more than €20, please keep a copy of your return postage receipt.

Customised Products

For items with customisation options, including any product configurations, image personalisation, text inscriptions, or designs (such as engravings, monograms, embroidery, or embossing):

  • You must notify Cartedout within 14 days of receipt.
  • If the item contains personal configuration, inscription, or design on these products, Cartedout is not required to accept returns or exchanges unless the products are damaged or defective upon arrival.
  • If there is a misspelling or error in the configuration, inscription, or design due to a mistake, you are protected per the Cartedout A-to-z Guarantee.
  • All product packaging (such as boxes) must be returned with the item.

 

Removal of personal data

When returning a product for any reason, you must do so in the exact conditions you received it from Cartedout. In this respect you must entirely delete, remove and eliminate all personal data pertaining to you and/or any third party which may be possibly present in same item, and must de-latch any account possibly latched to same item. You will be fully responsible for any data breach that may occur if you fail to do so. You must remove from the returned product and from the box containing the returned product any item not pertaining to the returned product as originally received from Cartedout. Cartedout will not be responsible for any such items erroneously left by you within the returned product or within the box containing the returned product. You agree and accept that the returned product will become Cartedout’s property, and that Cartedout is therefore entitled to sell it to third parties at Cartedout’s full discretion.

Other Specific Items

Cartedout may sell certain products in unsealed boxes (e.g., for HTC and Huawei), as this is how we receive them. When returning these products to Cartedout, you have to send them in the same conditions as received by you, without affixing any seal. Should you send us these products in a sealed box you may be held liable for any data breach or other adverse consequences related to such manumission.

For instructions on how to return certain specific items, please see the following links:

For Shoes, Clothing, Jewellery & Watches, including Collection and Staples see About Free Returns On Fashion Items.

For items containing Hazardous Materials, please see Items containing Hazardous Materials.

For items containing High Value Items, please see the Very High Value Items page.

If you return items in which you've saved personal information, such as laptops, cameras or other electronic devices, you must erase this information completely before sending the product back to us.

Should you require any assistance kindly do not hesitate to contact our Customer Service