Last updated: Sep 03, 2025
Our return terms vary slightly depending on the type of product, since we carry both standard parcel-shipped goods and large freight-shipped items.
Standard items (electronics, home goods, daily consumable products — as these categories launch)
Returnable within 30 days of delivery if unused, in original packaging, with all accessories and manuals included.
Daily consumable products (food, beverage, personal care, household consumables) are non-returnable once opened, except if defective or damaged on arrival.
Electronics are returnable within 30 days if unused/unregistered; once activated or registered, they are covered by the manufacturer’s warranty and our own 30-day DOA (dead-on-arrival) replacement guarantee rather than a standard return.
Large or freight-shipped items (e.g., outdoor saunas, bulky furniture)
Returnable within 14 days of delivery if unused, unassembled, and in original packaging.
Custom-sized or made-to-order items are non-refundable once production has started, except for defects.
Approved returns are subject to a 20% restocking fee to cover freight handling.
Return freight for change-of-mind returns is the customer’s responsibility and will be quoted based on location; defective or damaged-on-arrival items are returned free of charge.
Concealed damage / inspection For freight-delivered items, damage isn’t always visible until unboxing. Inspect your item and photograph any damage within 48 hours of delivery and report it to info@ourcartly.com.
How to start a return or claim
Email info@ourcartly.com with your order number, product, photos (if damage-related), and reason for return.
We’ll confirm eligibility based on the category above and arrange pickup/return shipping or send a replacement.
Refunds are issued to your original payment method within 10 business days of the returned item passing inspection.