The cartup return and refund policies are designed to give you peace of mind while shopping online. Suppose you ordered something online but didn’t get exactly what you wanted. Frustrating, right? On top of that, there’s no return or refund option! In cartup you won’t face such issues. Cartup offers an absolute online, hassle-free shopping experience in Bangladesh. In this article, we will walk you through how cartup return & refund works, so that you always know what to expect from us.
Understanding “cartup” Return & Refund Policies
Starting from the basics, if you received damaged or wrong items, etc., that don’t meet your expectations at the delivery time, you can raise your concern through a cartup app or website. There, you can place a return or refund request based on your issues. For return purposes, the request has to be made within 7 days from the date of delivery.
Here’s the entire return policy of cartup:
- Customers need to raise a return request on the cartup app or website within 7 days counting from the delivery date, if the product is damaged, defective, incorrect, or incomplete at the time of delivery.
- For Electrical devices (like computers & accessories, appliances & mobile phones, etc.) related issues that arise after usage or beyond the return window, the seller or brand warranty may apply. To address these issues under the seller’s or brand’s warranty, please directly contact the seller or brand.
- Customers must return the purchased items via the same manufacturer packaging/box, keeping the product in its original form without any sort of damage. For returning any product, it must be returned with a shipping label & any other tags attached to that item.
- Returned product must be unused, unburnt, unworn, unwashed & without any flaws. Fashion wear can still be considered unworn, as you can try to check if it fits or not, but to an extent.
- The product must include the original tags, user manual, warranty cards, freebies, and accessories.
- For selected categories, we accept a change of mind. Please refer to the section below on return policy per category for more information.
Note: If your returned item does not meet the above requirements, we reserve the right to reject any request for a refund.
If your return request has been rejected, the item will be delivered back to you within a regular delivery timeline. Items will be sent to scrap after three (3) failed delivery attempts, and no refund will be given.
What Items Can’t Be Returned?
Though cartup offers return options for several products but there are still a few items that cannot be returned. Some non-returnable items include:
Moreover, if you receive faulty or damaged products from us, we will still assess the situation, whether it is returnable or non-returnable items. We make sure you aren’t left with a faulty product.
| Category | Non-Returnable Items |
| Consumer Electronics Appliances, Devices & any Electrical Items, Sports, Tools, Books & Stationery | Movies and music copies cannot be returned; unsealed products cannot be returned. |
| Fashion Items, Travel, Home & Decor, Nursing | All custom-made items, women’s intimate apparel, and men’s innerwear, fine jewelry (gold, diamonds, gem,s etc.) cannot be returned. |
| IT Products | All software products are labelled as non-returnable on their product detail pages. |
| Beauty Products and Mother & Baby, Cleaning | All types of Beauty Services, all items in this category, except for hair removal and other electrical items, but the product has to be unused. |
| Digital Products | All items in this category are non-returnable once purchased and delivered. |
| Food & Grocery, Diaper, Feeding, Medical, and Industrial Equipment, Pet Supplies | All Items in this category. If the item received is expired, damaged, defective, incorrect, or incomplete, a refund will be issued based on cartup’s assessment. |
| Automotive & Motorcycle Service and Accessories | Any types of vehicles (cars, bikes, etc.), Installation Services. |
How to Get a Refund from “cartup“
Send a request to get a refund. Once your request is approved and the product has passed the quality check, cartup will process your refund procedure. Here’s what you all need to know about it:
Processing Time:
- The processing time of your refund depends on the type of refund and the payment method you used.
- The refund period/process starts when cartup has processed your refund according to your refund type.
Refund Scope: Refunds cover the item price and shipping fee.
Refund Types:
- Refund from Returns: Processed once the item is returned to the warehouse and a quality check is successfully completed.
- Refund from Cancellations: Automatically triggered upon successful cancellation.
- Refund from Failed Deliveries: Begins when the item reaches the seller; may vary based on the shipping location.
Cartup will process your refund according to the following refund types as stated below:
| Payment Method | Non-Returnable Items | Non-Returnable Items |
| Debit or Credit Card | Debit or Credit Card Payment Reversal | 10 working days |
| Equated Monthly Instalments | Debit or Credit Card | 10 working days |
| Mobile Wallet (MFS) | Mobile Wallet Reversal/Upay | 7 working days |
| Cash on Delivery (COD) | Bank Deposit | 5 working days |
| Refund Voucher | 1 working day |
Note:
1. The maximum refund timeline excludes weekends and public holidays.
2. Vouchers will be sent to the customer’s registered email ID on cartup and can be redeemed against the same email ID.
3. The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for the next purchase, even if the value of an order is smaller than the voucher value.
4. In case of any refund, the received cash back amount, if any, will be adjusted with the refund amount.
5. The voucher refund method will not be eligible for any modification.
6. bKash / Upay / Nagad Mobile Wallet, bank deposit, the account must be active, the amount will be refunded to the same mobile or bank account details that you inserted at the time of payment.
Cartup Instant Return Option
Now, when you receive the product from cartup, you will have the choice to inspect it thoroughly in front of the delivery person. If you notice any issues—such as damage, defects, or if the item is incorrect—you can instantly return it on the spot.
Common Scenarios and Solutions
To make the return and refund process easier for you, we are giving you a few real-world examples. These will help you to understand how cartup handles different return/refund scenarios:
- Wrong item delivered: If you receive the wrong item, raise a return within 7 days. Send it back in the original, get the actual product or a refund, whichever is applicable for you.
- Expired or damaged grocery item: In that case, submit a return request. Cartup will review and process the refund/return accordingly.
Cartup offers flexibility with fairness in mind when it comes to the return and refund system. The ultimate goal is to empower shoppers to buy with confidence. So that customer knows they have options if things don’t go as planned.
Lastly, if you ever face any issues, just remember, cartup got your back.
