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1. Return Policy

Open Box & Closed Box Delivery Policy

Open Box Packages

Some packages are delivered as Open Box, clearly marked with an “Open Box” label on the Air Way Bill (AWB).

What Open Box means:

• Customers are allowed to open the cartup outer box for verification.
• Customers can verify:
  • Correct product received
  • Correct quantity received

Important Notes for Open Box Deliveries:

• For branded products, customers must not tear seals or open branded packaging.
• Only visual verification of product presence and quantity is allowed.
• Customers must check items before accepting delivery.
• Complaints raised after delivery for Open Box packages will not be accepted.
• Exceptions, if any, will be evaluated case‑by‑case.

Closed Box Packages

What Closed Box means:

• Neither the cartup outer box nor the manufacturer’s / inner box can be opened.
• All seals must remain intact.
• Delivery agents are not permitted to open or break seals under any circumstances.
• Customers must pay the delivery rider first (if not prepaid) before receiving the product.

For Closed Box issues:

Customers must raise a return or refund request via the app or website within 7 days if the product is:

1. Damaged
2. Defective
3. Incorrect
4. Incomplete

Requests raised after the return window may not be accepted unless covered under brand warranty or special approval.

Non‑Returnable Items & Special Categories

Non‑Returnable Items Include (but are not limited to):

• Mobile phones and selected flagship brands
• E‑cigarettes
• Circuit boards and similar items
• Mother & Baby products
• Digital products
• Software items marked as non‑returnable
• Customized products
• Innerwear and intimate apparel
• Fine jewelry (gold, diamond, gems)
• Food, grocery, medical, industrial equipment, and pet supplies
• Books

If any issue is found with non‑returnable items, customers must contact:

📧 [email protected]

All cases will be reviewed based on assessment.

Electrical Devices & Brand/Seller Warranty

For electrical devices (computers, accessories, appliances, etc.):

• Issues arising after usage or beyond the return window may fall under brand/seller warranty.
• Customers should email details to:

📧 [email protected]

Change of Mind Returns

Change of mind returns are applicable for selected categories only, such as:

• Clothing & Apparel
• Shoes
• Sunglasses
• Fashion Accessories

Conditions:

• For Open Box items, customers must verify during delivery.
• For Closed Box items, customers must raise a return request within the return window.
• Returned products must be:
  • Unused
  • Undamaged
  • In resaleable condition
  • With original packaging, tags, manuals, freebies, and accessories

Return Request Submission Guidelines

When submitting a return request, customers must:

• Select the correct return reason
• Select the correct item quantity
• Provide a clear written description
• Upload required images and/or video evidence for assessment

⚠️If return details are incorrect or incomplete, cartup reserves the right to reject the claim.

Missing Items & Non‑Returnable Damage

Customers must raise a return/refund request via the cartup app or website within the return timeline, along with complete details and evidence.

Important Notes

1. For physical product returns, the pickup rider will contact the customer using the shipping phone number. If the customer is unreachable, cartup will not be responsible for pickup failure.
2. Customers must return only the approved item(s) mentioned in the return request. Any extra or non‑approved items sent will not be cartup’s responsibility.
3. Returned items not meeting policy conditions may be rejected and re‑delivered. After three failed delivery attempts, items may be scrapped with no refund issued.
4. If return request has been rejected after doing Quality Check, the item will be delivered back to you as a regular delivery timeline. Items will be sent to scrap after three (3) failed delivery attempts and no refund will be given.

cartup reserves the right to update or modify this policy at any time based on operational or regulatory requirements.

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2. Refund Policy

Processing Time

Processing time of your refund depends on the type of refund and the paymentmethod 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 quality check is successfully completed.

Refund from Cancellations

Automatically triggered upon successful cancellation.

Refund from Failed Deliveries

Begins when the item reaches to the warehouse; may vary based on the shipping location.

Cartup will process your refund according to the following refund types as stated below:

Payment Method	Refund Method	Refund Time
Debit or Credit Card	Debit or Credit Card Payment Reversal	10 working days
Equated Monthly Installments	Debit or Credit Card	10 working days
Mobile Wallet (MFS)	Mobile Wallet Reversal	5 working days
Cash on Delivery (COD)	Bank Deposit	5 working days
	Refund Voucher	1 working day

 

Note:

1. Maximum refund timeline excludes weekends and public holidays.

2. Vouchers will be sent to the customer 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 next purchase even if the value of order is smaller than 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