Last Updated
Last updated: 2026.4.11
1. Return Window
Most eligible items may be returned within 30 days from the date of delivery, unless a different period is clearly disclosed on the product page, checkout page, order page, promotion page, or as otherwise required by applicable law.
Requests submitted after the applicable return period may be declined unless otherwise required by law.
2. How to Request Support
Depending on the issue and the functionality available in your version of the Services, you may:
- submit a return, refund, or order-support request through your account or order history where available; or
- contact Customer Support at support@cariigo.com for assistance.
We may request photos, order details, shipping details, or other supporting information before approving a return, refund, replacement, or other resolution.
3. Exchanges and Same-Item Replacements
We do not currently offer exchanges for different items, sizes, colors, variants, or products.
Where appropriate after review, we may offer a same-item replacement, refund, store credit where permitted, or another reasonable solution. If the same item is out of stock, discontinued, or otherwise unavailable, we may offer a refund or another reasonable solution instead.
4. Non-Returnable or Restricted-Return Items
Unless otherwise required by applicable law, products may be non-returnable or subject to additional restrictions in the following situations, including where clearly disclosed on the product page or at checkout:
- customized, personalized, or made-to-order products;
- items sold as clearance, final sale, near-expiration, or with disclosed defects at the time of purchase;
- food, snacks, supplements, cosmetics, beauty products, health products, herbal products, or other consumable or hygiene-sensitive items once opened, used, or otherwise made unsuitable for resale;
- products that deteriorate quickly or may pose health, hygiene, or safety risks once opened;
- products that have been installed, consumed, activated, opened, used, or materially altered in a way that significantly reduces resale value; and
- any other category clearly identified as non-returnable or restricted-return on the relevant product, order, or promotion page.
Where quality issues, damage, defects, or other seller-, carrier-, or platform-attributable problems are confirmed, we may still offer a refund, same-item replacement, or another reasonable solution even if the product category is otherwise restricted.
5. Return Conditions
If you are returning an item for personal reasons, please make sure it is in new, unused, and, where applicable, unopened condition with original packaging, accessories, instructions, documentation, bundled gifts, and promotional items included.
Missing materials or item conditions that do not meet the disclosed return requirements may delay the review or affect the resolution.
If an item is returned opened, used, damaged, or not in its original condition for reasons not attributable to us, the seller, or the carrier, we may reduce the refund amount or decline the return to the extent permitted by law and consistent with the disclosed return conditions.
6. Return Shipping Costs
- If the return is due to a defect, damage, an incorrect item, a missing item, an expired item upon delivery, or another issue attributable to us, the seller, or the carrier handling the shipment, return shipping will be covered by the platform where applicable.
- If the return is for reasons not attributable to us or the seller, such as ordering the wrong item, size, or color, change of mind, over-purchase, or other personal reasons, return shipping responsibility will be determined based on the rules disclosed for the order, the benefit or tier actually applied to that order at the time of purchase, and applicable law.
- Where a shipping-related benefit, free-return benefit, or similar member benefit applied to the order, that benefit will control only to the extent expressly disclosed at the time of purchase.
- Where return shipping is payable by the customer under applicable rules, we may deduct the applicable amount from the refund or charge the customer accordingly, as disclosed on the relevant page or in this Policy.
7. Return Shipment Timeline and Packaging
If your return request is approved, please follow the return instructions and ship the item back within the timeframe specified in the approval notice, return label instructions, or customer support message.
To help us process the return efficiently, please include the item itself and all original contents where applicable, including accessories, packaging, manuals, inserts, documentation, bundled gifts, and promotional items.
8. Refund Policy
Refunds are processed based on the status of the order, the reason for the request, the condition of the returned item where applicable, and the outcome of our review.
Before Shipment
If the order has not been shipped and remains eligible for cancellation under the applicable order status, you may request cancellation and a refund. Approved refunds will be processed using the applicable refund flow for that order.
After Shipment or Delivery
If the order has been shipped or delivered, refunds may be processed after the returned item is received and reviewed, or after we review the shipping issue, damage report, missing-item claim, or other after-sales request, depending on the circumstances.
9. Refund Method and Processing Time
Once a return, refund, or shipping issue is approved, we will process the refund through the applicable refund method for the order. Where permitted and applicable, refund allocation may reflect the original payment composition of the order, including any credits, rewards, points, or payment-method charges used at checkout.
Inspection and processing timelines may vary depending on logistics, payment-provider timing, verification needs, and the information provided. After we issue an approved refund, your bank, card issuer, or payment provider may need additional time to post the refund to your account.
10. Shipping Issues
If you did not receive your package, or if there is a lost package, missing item, delivered-but-not-received issue, damage, or another shipping problem, please contact customer service or submit the issue through the order-support flow where available.
If you believe your package was lost, marked as delivered but not received, missing item(s), damaged, or otherwise affected by a shipping issue, please contact customer service within 7 days from the delivery confirmation date and provide the required explanation or supporting materials.
Claims submitted after this period may be declined depending on the circumstances, and carrier investigation, claim, or reimbursement windows may also be limited.
We may review shipping issues based on tracking records, delivery confirmation, carrier feedback, photos, order history, and the information you provide. Depending on the circumstances, we may offer a refund, same-item replacement, further investigation, store credit where permitted, or another reasonable solution.
11. Important Notes
Return, refund, replacement, and shipping-issue requests may be subject to review and approval. Eligibility may depend on the reason for the request, the condition of the item, supporting materials, the order status, the benefit actually applied to the order, seller-specific rules, and applicable law.
If there is any inconsistency between this Policy and a product-specific, promotion-specific, order-specific, or otherwise clearly disclosed special rule, applicable law and such clearly disclosed special rule will prevail.
This Policy does not limit any statutory rights you may have under applicable law.
12. Contact
If you have any questions regarding your order, return, refund, replacement, or shipping issue, please contact our customer service team at support@cariigo.com.