Exchange Policy

At Cartlix, customer satisfaction is our top priority. We thoroughly inspect and securely package all products before dispatch. However, if you receive a damaged, defective, or incorrect item, we are here to provide a quick and hassle-free product exchange.

Please read our Exchange Policy carefully before placing an order.

1. Conditions for Product Exchange

We offer product replacements ONLY under the following conditions:

• Damaged/Defective Product: The item received is physically damaged, broken, or non-functional upon delivery.

• Incorrect Product / Color / Size: You received a different item, color, or size from what was ordered.

• Missing Components: Parts or accessories are missing from the delivered package.

Note: Exchanges are NOT applicable if you simply change your mind, no longer want the product, or if the product was damaged due to improper handling after delivery.

2. Mandatory Unboxing Video Requirement

To ensure fair processing and verify claims, an Unboxing Video is MANDATORY for all exchange requests.

• You must record a clear, unedited video while opening the parcel/flyer for the first time.

• The video must clearly display the courier shipping label/tracking number and the defect or wrong product inside.

• Claims submitted without a clear unboxing video will be automatically rejected.

3. Claim Timeframe

• All exchange claims must be submitted within 24 to 48 hours of parcel delivery.

• Claims raised after 48 hours of delivery will NOT be entertained under any circumstances.

4. How to Request an Exchange

If you receive a faulty or wrong item, please follow these steps:

1. Record the Video: Capture a continuous unboxing video showing the shipping label and product issue clearly.

2. Contact Us: Send us a message on WhatsApp or Email within 48 hours of receiving your delivery.

3. Provide Details: Include your Full Name, Order Number, Photos/Videos of the defect, and the Unboxing Video.

5. Exchange Resolution Process

• Once your claim and video proof are received, our support team will inspect it within 24–48 hours.

• Approved Claims: Upon approval, a fresh replacement item will be dispatched to your delivery address free of charge.

Contact Us

For any exchange requests or support inquiries, feel free to reach out to us:

• WhatsApp / Call: +92 334 3331885

• Email: cartlixshop@gmail.com

• Website: cartlixshop.store