Returns & Refunds Policy
Last updated: 30 October 2026
This policy explains your rights to cancel, return and receive refunds for goods bought from Cartio. It does not affect your statutory rights.
1. Your 14-day right to cancel (change of mind)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, for most goods bought online you may cancel your contract within 14 days after the day you (or someone you nominate) receive the goods, without giving a reason. If your order arrives in separate deliveries, the period runs from the day you receive the last item.
After telling us you are cancelling, you have a further 14 days to send the goods back or hand them over for collection.
2. How to request a return or cancellation
- Account customers: sign in → My Account → My Orders → select the order → Request return.
- Guest customers: go to Find My Orders, verify your email with the one-time code, select the order → Request return.
- Or email support@cartio.uk with your name, order number and the items concerned, or use the model cancellation form below. Any clear statement is sufficient.
You will receive a return reference and instructions. You can track the status of your return from your order page.
3. Sending goods back
We collect returns from your Edinburgh delivery address, so you don't need to post anything. Once your return is approved we will contact you to arrange a collection time. Please pack items carefully and have your return reference ready.
| Return reason | Collection charge |
|---|---|
| Product faulty | Free |
| Product damaged on arrival | Free |
| Wrong product delivered | Free |
| Product not as described | Free |
| Cartio made a fulfilment error | Free |
| Changed your mind | £2.99 |
| Ordered the wrong size or colour | £2.99 |
Where the £2.99 collection charge applies, it is deducted from your refund and shown on your credit note. If you prefer, you can return change-of-mind items to us yourself at your own cost. Email support@cartio.uk and we will confirm a drop-off point in Edinburgh.
You may handle goods as you would in a shop to check their nature, characteristics and functioning. If the value of the goods is reduced because of handling beyond this, we may deduct an amount from your refund to reflect that reduction.
4. Exceptions to the change-of-mind right
The 14-day cancellation right does not apply to some goods, including: sealed goods not suitable for return for health protection or hygiene reasons once unsealed (e.g. opened cosmetics, toiletries, cleaning liquids, earphones where applicable); goods made to your specifications or clearly personalised; perishable goods; sealed audio, video or computer software once unsealed; and goods which become inseparably mixed with other items after delivery. Products that are excluded are marked on the product page. These exceptions do not affect your rights for faulty goods.
5. Faulty, damaged or incorrectly described goods
Your rights under the Consumer Rights Act 2015 are separate from, and in addition to, the 14-day cancellation right, and are not limited to 14 days:
- Up to 30 days after delivery: if goods are faulty, not as described or not fit for purpose, you can reject them and receive a full refund (the short-term right to reject).
- After 30 days and within 6 months: you are entitled to a repair or replacement. If that is impossible or unsuccessful, you may claim a price reduction or reject the goods for a refund (a deduction for use may apply after 6 months). Within 6 months, the fault is presumed to have existed at delivery unless we prove otherwise.
- You may have rights for up to 5 years in Scotland (6 years in England and Wales) from purchase for goods that do not last a reasonable time.
We cover reasonable return costs for faulty, damaged or incorrect goods. Please select the relevant reason when requesting a return and, if possible, upload photos.
6. Refunds
- For change-of-mind cancellations, we refund the price paid including the standard outbound delivery charge (if you chose a more expensive delivery option, we only refund the standard cost).
- We refund within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is earlier. If we have not supplied the goods, or offered collection, we refund within 14 days of being told of the cancellation.
- For rejection of faulty goods, we refund without undue delay and in any event within 14 days of agreeing that you are entitled to a refund.
- Refunds are made to your original payment method through Stripe. Banks typically take 5–10 working days to show a refund. We do not charge a fee for refunds.
- A credit note is issued for each refund and is available from your order page.
7. Exchanges
We do not offer exchanges. If you would like a different item, size or colour, please return the original for a refund (subject to this policy) and place a new order.
8. Cancelling before delivery
If your order has not yet been dispatched, contact support@cartio.uk and we will cancel it and refund you in full.
9. Delivery problems
If your order is late, missing, incomplete or arrives damaged, contact us as soon as possible with your order number. We will investigate and arrange redelivery, replacement or a refund as appropriate.
10. Contact
Email support@cartio.uk or use our contact form.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract)
To: Inovera Limited trading as Cartio, Edinburgh, United Kingdom, support@cartio.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]: ____________
Ordered on [*] / received on [*]: ____________
Order number: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is notified on paper): ____________
Date: ____________
[*] Delete as appropriate.