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Returns & Withdrawal Policy

Right to Withdraw from Purchase

You may withdraw from your purchase within 30 days from the date of delivery. You must return the product, and you may request a replacement product or a refund of the amount paid for the product.

The product you wish to return must be undamaged, in its original and intact packaging, and include all provided accessories. Otherwise, the claim will be rejected or only partially approved.

Within 30 days of delivery, fill out the replacement/refund form OR notify us by email of your intention to withdraw from the purchase.

For replacement or refund, fill out the form here: LINK

Immediately after submitting the form, you will receive a cancellation code by email to confirm your request. This code must be written clearly on the package along with your details.

If you do not receive the cancellation code after submitting the form, please contact us by email.

You may also use the European model withdrawal form available here: MODEL. In this case, please print the form, fill in the required data, and include the signed document inside the return shipment. WARNING: Using this form is optional, but it may delay processing because the product will arrive without the standard cancellation code and will need manual handling.

Before sending the product, check your order confirmation or invoice (received by email at the time of purchase) to ensure that the product was purchased in our online store and verify the list of products that cannot be returned. If you send a product that is not ours or is not eligible for withdrawal, we are not responsible for the error and will not return the item or cover any costs.

Return Address

You have 30 days from submitting your request to send the product to the address below:

Cartivly GmbH
Kronstadter Str. 4
81677 München
Germany

We advise you to keep the receipt issued when returning the product. In case the parcel is lost, we will still be able to process your claim based on proof of shipment via tracking number.

Return shipping costs are covered by the customer. Cash-on-delivery (COD) parcels will not be accepted under any circumstances.

Once our returns department receives your package, a replacement product will be sent or the product amount will be refunded within 8 business days, using the same payment method used for the original order.

We will refund the product price and the cost of the cheapest available delivery option (standard delivery). Additional services such as priority handling, parcel insurance, or COD fees are considered optional and will not be refunded.

In the case of withdrawal, the customer bears the cost of return shipping; therefore, shipping fees for sending the product back are non-refundable.

Exceptions to the Right of Withdrawal

The right of withdrawal does NOT apply to the following contracts:

  • delivery of goods made according to customer specifications or clearly personalized;
  • delivery of goods that may deteriorate or expire quickly;
  • delivery of newspapers, periodicals, or magazines (except subscription contracts);
  • delivery of goods unsealed after delivery which cannot be returned for hygiene or health protection reasons (e.g., cosmetics, cleaners, polishing products, swimwear, underwear, socks);
  • delivery of goods that are inseparably mixed with other items after delivery (e.g., bundles, Mystery Box items, both products from 1+1 offers, any FREE GIFT items);
  • delivery of audio/video recordings or computer software unsealed after delivery;
  • delivery of alcoholic beverages whose price depends on market fluctuations and delivery occurs after 30 days;
  • delivery of goods or services whose price depends on financial market variations beyond the seller's control;
  • services fully performed before the end of the withdrawal period, where the customer gave explicit consent and waived the right to withdraw (e.g., COD handling fee, express delivery, package guarantee);
  • maintenance or repair work requested urgently at the consumer's home;
  • accommodation, transport, catering, or leisure services provided on a specific date or schedule;
  • delivery of digital content not supplied on a tangible medium, where execution began with the consumer’s prior consent and waiver (e.g., downloaded digital content, e-books).

WARNING: If you voluntarily return a product that is not eligible for a claim, outside the 30-day withdrawal period, outside the 14-day window after receiving a claim code, or a product not purchased from us, we may return the product only upon payment of 20 EUR (invalid claim handling fee). Otherwise, the product will be destroyed. Unclaimed items will be destroyed after 2 months.

Only requests that meet ALL listed conditions will be approved.

Warranty for Electrical Products

Electrical products include a warranty valid for 2 years from delivery (or 3 years if you purchased a 1-year warranty extension). If an electrical component of the device fails during the warranty period, a new replacement product will be provided free of charge.

The warranty does NOT apply in the following cases:

  • physical damage;
  • wear and tear from regular use;
  • damage caused by improper, incorrect, or negligent use.

To use your warranty, please contact us at: support@cartivly.com.

You will first receive an automatic response — please reply by sending a photo or video clearly showing that the product does not work (device turned on, charged, connected, etc.).

If video confirmation is not possible, we may require you to return the product for inspection. Shipping costs are the responsibility of the sender. Cash-on-delivery parcels are not accepted.

Only requests that meet ALL listed conditions will be approved.

You can read more about the Terms & Conditions and Cookie Policy via the links at the bottom of the page.