At Cartza, we value your satisfaction and want to ensure that your shopping experience is hassle-free. Please take a moment to familiarize yourself with our return and refund policy for furniture purchases.
Returns
Eligibility
We accept returns within 30 days from the date of delivery. To be eligible for a return, your furniture item must be:
- Unused and in the same condition that you received it
- Free from any signs of assembly, installation, or wear
- In its original packaging (including all boxes, styrofoam, plastic wraps, and protective materials)
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
Certain furniture items are non-returnable, including but not limited to:
- Personalized or custom-made furniture (e.g., custom upholstery, custom dimensions, special finishes)
- Clearance or final sale items
- Assembled furniture that cannot be safely disassembled for return
- Items damaged due to customer mishandling after delivery
- Gift cards
Return Process
To initiate a return, please contact our customer support team at support@cartza.shop. We will provide you with return instructions and a return authorization if applicable.
Important notes for furniture returns:
- Large furniture items may require special handling for return shipping
- Customers are responsible for ensuring the furniture is properly packed to prevent damage during return transit
- We may request photos of the item before authorizing the return
Return Shipping
- Customers are responsible for the cost of return shipping unless the return is a result of our error (e.g., wrong item shipped, confirmed manufacturing defect).
- In the case of our error, we will provide a prepaid return label.
- Return shipping costs for large furniture items can vary based on size, weight, and distance. We recommend contacting us before shipping to discuss the most cost-effective return method.
Condition Inspection
Once we receive your returned furniture, our team will inspect the item to verify it meets our eligibility criteria. Returns that show signs of assembly, damage, missing parts, or use may be rejected or subject to a partial refund.
Refunds
Refund Processing Time
Once your return is received and inspected, we will send you an email notification confirming receipt of your returned item. We will also notify you of the approval or rejection of your refund.
For approved refunds, your refund will be processed within 2 business days after return approval.
Approved Refunds
If your return is approved, a credit will be applied to your original method of payment. Please allow additional time for your bank or credit card issuer to post the refund to your account.
Late or Missing Refunds
If you haven’t received your refund within the expected time frame:
- First, check your bank or credit card account again
- Contact your credit card company or payment provider (it may take some time before your refund is officially posted)
- If you have done all of this and still have not received your refund, please contact us at support@cartza.shop
Partial Refunds
Partial refunds may be granted in the following situations:
- Furniture items that show minor signs of assembly or use
- Items returned without original packaging
- Items with missing accessories or parts (e.g., screws, Allen keys, assembly instructions)
Exchanges
We do not offer direct exchanges for furniture items. If you wish to exchange an item for a different color, size, style, or model, you will need to:
- Return the original item following our return policy
- Place a new order for the item you want
Damaged Products
If you receive damaged furniture, please follow these steps immediately:
- Do not assemble or use the damaged item
- Contact us immediately at support@cartza.shop
- Provide detailed information about the damage, including clear photos of:
- The damaged area(s)
- The full item
- The original packaging (especially any damage to the box)
- Keep the original packaging and damaged item as evidence
We will review your claim and arrange for a replacement or full refund as appropriate. In many cases, we may not require you to return the damaged item, especially for large furniture pieces where return shipping is impractical.
Cancellations
If you need to cancel your furniture order, please contact us within 24 hours of placing the order. Once an order has been processed or shipped, it cannot be canceled and you will need to follow our standard return process after delivery.
Restocking Fee
No restocking fee is applied to eligible returns. However, if a furniture item is returned in a condition that requires repackaging, cleaning, or minor repairs, we may deduct a reasonable fee from your refund to cover these costs.
Contact Us
If you have any questions or concerns about our return and refund policy, or if you need assistance with a return or refund for a furniture purchase, please don’t hesitate to contact our customer support team. We’re here to assist you!
Cartza
Address: 17843 Dove Ct, Twain Harte, CA 95383, USA
Email: support@cartza.shop
Phone: +1 209-586-0469
Business Hours: Monday – Friday, 9:00 AM – 19:00 PM (USA Time)