Refund policy
Refund Policy
At The Cartivo, each personalised piece is made with care. Please read our refund and return policy carefully before placing your order.
Personalised Items
Most of our products are personalised and made to order. This includes items customised with names, locations, messages, maps, or any other customer-selected details.
Because personalised items are made specifically for you, we cannot accept returns, exchanges, or cancellations once production has started, unless the item arrives damaged, faulty, or incorrect.
Please double-check all personalisation details before placing your order. This includes spelling, names, dates, locations, and any other custom information.
Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, faulty, or different from what you ordered, contact us as soon as possible at:
thecartivo.info@gmail.com
Please include:
- Your order number
- A clear photo of the item
- A clear photo of the packaging
- A short explanation of the issue
Once we review the issue, we will let you know whether a replacement or refund is approved.
Non-Personalised Items
If you purchase a non-personalised item, you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unworn, unused, in the same condition that you received it, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, contact us at:
thecartivo.info@gmail.com
Items sent back without first contacting us will not be accepted.
Return Shipping
Unless the item is damaged, faulty, or incorrect, the customer is responsible for return shipping costs.
If your return is approved, we will provide instructions on how and where to send your item.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you may have the right to cancel or return certain non-personalised items within 14 days of receiving them.
However, this right does not apply to personalised or custom-made items, including products made with names, locations, messages, maps, or other custom details chosen by the customer.
This does not affect your rights if an item arrives damaged, faulty, or incorrect.
Cancellations
If you need to cancel or change your order, contact us immediately at:
thecartivo.info@gmail.com
We will do our best to help, but once production has started, personalised orders cannot usually be cancelled or changed.
Refunds
If your refund is approved, it will be processed back to your original payment method.
Please allow up to 10 business days for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
thecartivo.info@gmail.com
Contact Us
For any refund or return questions, contact us at:
thecartivo.info@gmail.com