Cancellations and Returns

faqCancellations and Returns - FAQs

  1. If I request for a replacement, when will I get it?
    Visit My Orders to check the status of your replacement. In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is received by us. Please check the email we send you for your replacement request for more details.
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  2. Can items be returned after the time period mentioned in the CartLoot's Returns Policy?
    No, CartLoot will not be able to accept returns after the time period mentioned in the CartLoot's Returns Policy.
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  3. Do I have to return the freebie when I return a product?
    Yes, the freebie has to be returned along with the product.
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  4. How do returns work?
    You can raise a request to return your items with these simple steps: 1. Log into your CartLoot account 2. Go to My Orders 3. Click on 'Return' against the item you wish to return or exchange 4. Fill in the details and raise a return request Once you raise a request, you'll get an email confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, you have to send the item on the registered address provided in the email after which you will get a replacement or refund. You can also track the status of your return request instantly from the 'My Orders' section of your CartLoot account.
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  5. I see the 'Cancel' button but I can't click on it. Why?
    A greyed out and disabled 'Cancel' button can mean any one of the following: 1. The item has been delivered already or has been dispatched. OR 2. The item is non-refundable (e.g. Gift Card)
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  6. How long does it take to cancel an order?
    Cancellation of item(s) in an order happens immediately if the order hasn't been shipped yet by CartLoot. If your order has been shipped, it will be cancelled as soon as the courier service confirms that the shipment is being returned to us.
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  7. What is the Buyer Protection policy?
    The Buyer Protection policy mediates buyer-seller disputes. In case CartLoot declines your request for a return of an item and you are not convinced of the reason given, you can write to us at info@CartLoot.com for Buyer Protection. You can dispute the resolution that CartLoot has shared for your issue until 5 days from the date of delivery and concern is looked into by us on a case-to-case basis.
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  8. What are the checks done for an item that I'm returning?

    After receiving the product, your product will be checked for the following conditions:-

    Correct Product IMEI/ name/ image/ brand/ serial number/ article number/ barcode should match and MRP tag should be undetached and clearly visible.
    Unused Product The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). 
    Complete Product All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
    Undamaged Product The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
    Undamaged Packaging Product's original packaging/ box should be undamaged.

    The executive may refuse to accept the return if any of the above conditions are not met.

    For any products for which a refund is to be given, the refund will be processed once the returned product has been received byCartLoot.

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  9. How can I return or exchange an item?
    To return/exchange your order, follow these simple steps: 1. Go to My Orders 2. Choose the item you wish to return or exchange 3. Fill in the details 4. Choose Request Return.
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  10. When is a return of an item not possible?
    CartLoot cannot accept returns of item(s) in the following cases: 1. When an item is damaged because of use or when it is not in the same condition as you received it 2. When any consumable item has been used or installed 3. When anything is missing from the package you've received including price tags, labels, original packing, freebies & accessories 4. When non-returnable items are involved such as innerwear. lingerie etc. 5. When items are tampered with or have missing serial numbers
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  11. How can I know the status of my refund?
    You can visit 'My Orders' to know the status of your refund. For orders cancelled before shipping, refunds are processed immediately. If the order has been shipped. refund will be processed as soon as the courier service provider confirms the return of the item(s).
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  12. What are the modes of refund available after cancellation?
    The different refund modes available are: 1. Back to the source - available for orders with CartLoot. The amount is refunded to the payment mode that was originally used to pay for the order. 2. NEFT transfer - available for all NEFT transfers. As per policy, cash refunds are not possible.
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  13. When are refunds given?
    Refunds are given when: - CartLoot cannot provide a replacement - A dispute has been ruled in your favor in-line with Buyer Protection - CartLoot allow refunds on select categories under certain conditions Please check the CartLoot's Return Policy on the product page for more details.
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  14. I ordered a wrong item. Can I return it?
    CartLoot's return policies don't support the return of item(s) ordered wrongly. You can refer to the CartLoot's Returns policy on the Refunds and Return page.
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  15. What should I do if I find the package open or tampered on delivery?
    You can request for the item to be replaced by visiting 'My Orders' if the product is damaged during the delivery. Sometimes the product can be opened for customs clearance as it is a cross-border delivery.
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  16. Why have I been asked to ship the item?
    Sinec pickup facility is not available for cross-border delivery as per the courier service providers, you have to ship the item back to CartLoot. Since CartLoot can arrange for a refund or a replacement only after the item reaches them, please make sure that the item is sent to the address mentioned in the email within 30 days of the email being sent to you. CartLoot may not be able to proceed with the return request if the item does not reach the specified address within 30 days.
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  17. I have requested for a return for my item. When will it happen?
    You can now track the status of your return easily right from your CartLoot account. Just visit the 'My Orders' page to see its status of your refund if applicable. You will also receive an email with the details of your return.
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  18. I have requested a replacement, when will I get it?
    You may visit 'My Orders' to check the status of your replacement. In all areas, the replacement is initiated after the originally delivered item is received by CartLoot. Please check the email that will be sent to you for your replacement request for more details.
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  19. I've still not received the refund in my bank account.
    If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You can also contact your bank with the ARN you would have received for an update on the status of your refund. In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the bank to get it done.
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  20. What are the refund timelines if I cancel or return a product?

    The refund timelines will depend on the payment modes as listed below:

    • Debit card - 7-9 Business days
    • Credit - 7-9 Business days
    • Netbanking - 3-7 business days

    Note: Refunds will be credited to the payment source used at the time of placing an order.

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  21. How should be the packing for Refund or replacement of my order?
    You have to pack the order in the same form you have received it. Packing should be properly done as it is a cross-border delivery and shouldn't be damaged due to wrong packaging.
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