Before you want to return item to us, please read and follow the below instructions.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
1. Which situation do we provide return policy?
1) The item you received has quality problem.
It can not work once you receive it or it encounters crash in delivery. In this situation, we can accept item return. You can get full refund or exchange a new good item.
2) You are not satisfied with the item you buy from Cartool.co.uk.
We can also accept return, but you need to pay the return shipping cost and the customs tax if being charged.
3) You order a wrong item from us.
You can also return back the wrong item to get partial refund (minus the shipping cost), or exchange a right item, you pay the extra shipping cost.
4) We send you the wrong item.
We will be responsible for any fee caused by this. You can return the wrong item back to us to get full refund or resend you the right item, and we pay the shipping cost to send back.
At last, in some particular situation, our return policy can be open for you after our customer service learning your particular problem. Please contact our customer service for this situation.
2. Which situation do not provide return policy?
1) If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.
2) If the item has some using problem after 1 year, beyond the warranty time, we cannot provide return policy, what you can do is also return for repair.
3. What you do before returning for replacement?
First, If your product is damaged in delivery, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.
Second, If you order a wrong item and negotiate with our customer service to exchange for a right item, this exchange policy is also for you. But you need to pay the shipping cost to us as well as return to you.
Third, you need keep touch with our customer service to make sure we get it. After we check the item, we will provide exchange service for you. We will inform you when everything done. Please remember to check your email time to time.
Notice (1): you need contact our customer service to tell us your problem. What's wrong with your item and what you want us do for you.
Notice (2): When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we can not get your return item, we will not responsible for that.
Notice (3): All return for refund or return for exchange all should be done within 14 days.Otherwise,we can not provide this two policy.
After we get your item return to us and check the item in good condition, we will issue you refund according to our policy within 2 working days through PayPal, please check your PayPal account timely or contact our customer service. And we will charge you 10% handling fee.
5. What is our guarantee policy?
The guarantee of our most products is one year. And we guarantee our product in a good condition before shipping out, our QC stuff will carefully do quality check and paste our own QC label on every product.
Lost Products: If products get lost in delivery, or you still don’t get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.
6. What is the repair policy?
First, When your product encounter broken after using some days and need repair, we will provide repair service for you.
Second, Please contact with cartool customers service about the repair.
Third, You need use ordinary airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for ordinary airmail ship
back, but if you ask for express shipping, you need to pay for this.
1.You can get a full refund if you make cancellation within 24hours. Because usually we will ship out package within 24 hours, for get full refund, please send us a cancellation note via order center or email.
2. If your cancellation made after 24 hours, please contact our customer service first, you can easily get touch with our customer service via email or any online contact method like skype, whatsapp or online chat. If customer service confirm your order have not been ship out, you can get a full refund
3. If your order has been proceed but have not get out of China(including Hongkong area), you can still cancel our order but you have to pay for the cancellation fee.(Detail fee please consult customer service for you order)
4. If the order already out of China, the order can not be canceled. If you want cancel it, you need send it back after you receive the package and you will need to undertaken the return fee.
All right reserved by cartool.co.uk website!