🔄 Comprehensive Return & Refund Policy

At Cartivous, your health and satisfaction are our top priorities. Due to the strict medical nature of CPAP equipment, masks, and respiratory supplies, we strictly adhere to FDA health and safety guidelines to prevent cross-contamination. Please read our detailed return and refund policy below before initiating a request.

1. Standard 30-Day Return Window

We accept returns for eligible items within 30 days from the date of purchase. To be eligible for a return, the product must be in its original, unopened, and factory-sealed condition. We cannot accept returns for items that have been opened or removed from their original packaging.

2. Return Processing Fees

If you have changed your mind or ordered the wrong item, you may return the unopened product. Please note that a standard return processing and restocking fee will be automatically deducted from your final refund amount:

3. Non-Returnable Items (FDA Regulations)

4. Exceptions: Free Returns & Replacements

We take full responsibility for our mistakes and transit issues. You will NOT be charged any return fees if:

• Product Damaged on Arrival: If your product arrives damaged or broken, please take clear photographs of the damaged item and the shipping box. Email the photos to help@cartivous.com. Once verified, we will process a free replacement or a full refund.
• Late Delivery: If your expedited shipment misses the guaranteed delivery window, you are eligible for a free return.
• Wrong Item Received: If we accidentally shipped you the incorrect item, we will provide a prepaid return label and ship the correct item immediately at zero cost to you.

5. How to Initiate a Return

We have made our return process entirely automated and hassle-free. To submit a return request:

1. Visit our Track Order page.
2. Enter your Order ID and Email Address to pull up your secure order details.
3. Scroll to the bottom and click on "Initiate Return Request".
4. Verify your email via a 6-digit secure code.
5. Select your reason, confirm the item condition, and submit. Our support team will review your request within 24-48 hours.

6. Refund Processing Timeline

Once your returned item is received at our warehouse , it will undergo a strict inspection. If the item is confirmed to be unopened and factory-sealed:

• Your refund (minus the applicable return fee) will be processed within 3-5 business days.
• The funds will automatically be credited back to your original payment method (Credit Card, PayPal, or Affirm).
• Please allow an additional 3-7 days for your bank to reflect the credited amount in your account statement.