Refund and Returns Policy

Refund and Returns Policy

Last Updated: August 29, 2026.

Overview

At CARTE, we want you to be satisfied with your purchase. If you receive an incorrect, damaged, or defective product, please contact us within 3 days of delivery so we can assist you.

For hygiene and safety reasons, we cannot accept returns of skincare products that have been opened, used, or altered.

Eligible Returns

To be eligible for a return or replacement, the product must:

  • Be unused and unopened
  • Be in its original packaging
  • Be returned with proof of purchase
  • Be reported to us within 3 days of delivery

Products that have been opened or used cannot be returned unless the product was defective or we sent you the wrong item.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or contains the wrong product, please contact us within 3 days of delivery.

Please provide your order number and clear photographs of the product and packaging. We may request additional information to help us assess the issue.

If your claim is approved, we may offer a replacement or refund, depending on the circumstances.

Refunds

Once your return or claim has been reviewed, we will notify you whether it has been approved.

If approved, your refund will be issued to your original payment method.

The time required for the refund to appear in your account may depend on your bank or payment provider.

Non-Returnable Products

For hygiene and safety reasons, the following cannot be returned:

  • Opened or used skincare products
  • Products with missing or damaged packaging caused after delivery
  • Products returned after the 3-day return period
  • Products purchased from unauthorized sellers

Sale Items

Sale and promotional items are subject to the same return requirements unless otherwise stated at the time of purchase.

Exchanges

We do not offer exchanges for products that have simply been opened or used.

If you receive a damaged, defective, or incorrect product, please contact us within 3 days of delivery. Where appropriate, we will arrange a replacement.

Return Shipping

If the return is due to an incorrect, damaged, or defective product caused by CARTE or our delivery process, we will provide instructions for returning the product.

For other approved returns, return shipping costs may be the responsibility of the customer.

Original shipping fees are generally non-refundable unless the return is due to an error on our part.

How to Request a Return or Refund

To request a return, replacement, or refund, contact us at:

Email: [Insert Business Email]

Please include:

  • Your full name
  • Order number
  • Product name
  • Reason for the request
  • Photos, where applicable

Please do not send products back before contacting us and receiving return instructions.

Need Help?

If you have questions about our Refund and Returns Policy, please contact us at:

CARTE / Carte Vie Limited
Email: [Insert Business Email]
Website: carteskin.com
Address: [Insert Business Address]