Refund policy

At Cartlix, we strive to deliver high-quality products to our customers across Pakistan. We inspect and package all products carefully before dispatch. However, if you receive a damaged, defective, or incorrect item, we are here to assist you.

Please read our Return & Refund Policy carefully to ensure a smooth exchange or claim process.

1. Eligibility for Returns & Replacements

We accept replacement claims ONLY under the following conditions:

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

• Wrong Item / Color / Size: You received a different product, color, or size from what you ordered.

• Missing Items: Any parts or items are missing from the package.

Note: We do NOT accept returns or refunds if you simply change your mind, no longer want the product, or if the product was damaged due to misuse or mishandling after delivery.

2. Mandatory Unboxing Video Requirement

To prevent fraudulent claims, an Unboxing Video is MANDATORY for all return or replacement requests.

• You must record a clear, continuous video while opening the courier flyer/box for the first time.

• The video must clearly show the shipping label/tracking ID on the package and the defect/damage/wrong product inside.

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

3. Claim Timeframe

• All replacement requests must be submitted within 24 to 48 hours of parcel delivery.

• Any requests submitted after 48 hours of delivery will NOT be eligible for a return or replacement.

4. How to Request a Return / Replacement

If you receive a damaged or incorrect product, please follow these steps:

1. Record a Video: Take a clear unboxing video showing the shipping parcel label and the product defect.

2. Email Us: Send an email to cartlixshop@gmail.com within 48 hours of receiving your parcel.

3. Include Details: Your email must contain:

   • Full Name

   • Order Number / Phone Number

   • Clear pictures of the product and packaging

   • Attached Unboxing Video

   • Brief description of the issue

5. Resolution Process

• Once we receive your request and video proof, our inspection team will review your claim within 24–48 hours.

• Approved Claims: If approved, a replacement item will be dispatched to your address free of charge.

• Refunds: If a replacement is not available in stock, a full refund for the product price will be processed to your provided bank account or EasyPaisa / JazzCash.

Contact Us

For any questions or support regarding our policy, feel free to reach out to us:

• WhatsApp : +92 334 3331885

• Email: cartlixshop@gmail.com

• Website: cartlixshop.store