Refund Policy

Return & Refund Policy

Effective Date: 27th June 2026

At CartNeo, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand your rights and our process.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • Return request is made within 3 DAYS of receiving the order.

  • Item is unused, unworn, and in its original condition.

  • Item is returned with all original packaging, accessories, manuals, tags, and invoices.

  • The product is not listed under our Non-Returnable Items section.

We reserve the right to reject returns that do not meet these conditions.

2. How to Request a Return

To initiate a return:

  1. Contact our customer support at ecart.assist@gmail.com within 3 DAYS of delivery.

  2. Provide:

    • Order Number

    • Reason for return

    • Photos or videos (if the item is damaged, defective, or incorrect)

  3. Our support team will review your request and provide return instructions if your request is approved.

Please do not send products back without prior authorization.

3. Return Timeframe

Returns must be requested within 3 DAYS after the delivery date.

Once your return request is approved, the item should be shipped back within  3 DAYS unless otherwise instructed.

4. Refund Process

After we receive and inspect the returned item:

  • We will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to the original payment method or another agreed method, as applicable.

  • Refunds are typically processed within 7-15 Business Days after the returned item passes inspection.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

5. Exchanges

If you receive:

  • A damaged product

  • A defective product

  • An incorrect product

  • A product with missing parts

we will gladly offer an exchange or replacement, subject to stock availability.

To request an exchange, please contact us within 3 DAYS of receiving your order.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 3 DAYS of delivery.

  • Include clear photos or videos showing the issue.

  • Do not dispose of the product or packaging until your claim has been reviewed.

Once verified, we will arrange an appropriate resolution, which may include:

  • Replacement

  • Exchange

  • Full or partial refund, depending on the circumstances

7. Non-Returnable Items

For hygiene, safety, and operational reasons, the following items are generally not eligible for return unless they arrive damaged, defective, or incorrect:

  • Personal care and hygiene products that have been opened or used

  • Customized or personalized products

  • Gift cards

  • Digital products or downloadable content

  • Perishable goods

  • Products marked as "Final Sale" or "Non-Returnable"

  • Any product returned in a used, damaged, or altered condition not caused by us

8. Return Shipping Costs

Customer Pays

Customers are responsible for return shipping costs unless the return is due to:

  • A damaged item

  • A defective item

  • An incorrect item sent by us

9. Orders That Cannot Be Cancelled

Orders that have already been shipped may not be eligible for cancellation.

If you wish to cancel an order before shipment, please contact us as soon as possible. We will make every reasonable effort to accommodate your request.

10. Refund Exceptions

Refunds may not be issued in the following situations:

  • The return request is made after the eligible return period.

  • The product has been used, damaged, or altered by the customer.

  • The item is missing original accessories or packaging (unless not applicable).

  • The product falls under the Non-Returnable Items section.

11. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account or payment method.

  2. Contact your bank or payment provider, as processing times may vary.

  3. If you still have not received your refund after 7-30 BUSINESS DAYS, please contact us at ecart.assist@gmail.com.

12. Contact Us

If you have any questions regarding returns, refunds, or exchanges, we're happy to help.

Store Name: CartNeo

Email: ecart.assist@gmail.com

Business Address: Ratu Road, Ranchi, Jharkhand, India

Customer Support Hours: 11AM To 5PM, Monday To Friday

Thank you for choosing CartNeo. We appreciate your trust and look forward to serving you.