Returns & Refunds
This policy applies to purchases from Cartiva. You may request a return within 7 days of delivery unless the product is excluded below.
Return eligibility
- The request is made within 7 days of delivery.
- The item is unused, in its original packaging, in the condition received, and with accessories.
- Proof of purchase is available (invoice or order confirmation).
Non-returnable products
- Personal-care items, consumables, or custom-made products, for hygiene or safety reasons.
- Items used or damaged after delivery.
- Items returned without original packaging or accessories.
- Discounted or clearance items, unless the item is defective or Cartiva sent the wrong product.
- Digital products or gift cards.
Damaged, incorrect or defective products
We replace an item that is defective, damaged in transit, or sent in error. Contact support within 48 hours of delivery, with photos where possible.
In these cases Cartiva covers return or replacement shipping.
Return shipping responsibility
- Defect, transit damage, or wrong item: Cartiva pays the return shipping.
- Change of mind, when the item still qualifies: the customer pays return shipping.
Refund method and processing time
After the returned item is received and inspected, we notify you by email or phone whether the request is accepted. If accepted, refunds are processed within 5-10 business days.
- Approved Cash on Delivery refunds are returned by bank transfer to the customer’s Jordanian bank account within 5–10 business days after inspection.
How to submit a return request
- Contact support at +962 79 855 4290, WhatsApp, or the contact form.
- Include the order number, the reason, and photos if the item is damaged or incorrect.
- Wait for support instructions before sending the item back.