Return & Refund Policy

At Cartivaprox.store, we want every customer to feel confident when shopping for cozy, practical, and thoughtfully selected pet comfort products. Our store is built around a warm Cozy Scandinavian Pet Home style, where simplicity, comfort, and trust are at the center of the shopping experience.

This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, incorrect orders, cancellations, and related requests are handled when you purchase from Cartivaprox.store.

By placing an order through our website, you agree to the terms described in this policy.

1. Return Window

We offer a 30 day return and refund period from the date your order is delivered.

To be eligible for a return, you must contact us within 30 days of delivery. Requests made after 30 days may not be accepted unless required by applicable consumer protection laws.

2. Return Eligibility

To qualify for a return, the item must generally meet the following conditions:

The item must be unused or gently inspected only

The item must be in the same condition as received

The item must be clean, free from pet hair, odors, stains, scratches, or signs of heavy use

The item must include all original parts, accessories, inserts, tags, packaging, manuals, and protective materials where applicable

The item must not be damaged due to misuse, improper washing, improper handling, pet chewing, scratching, biting, or accidental damage after delivery

The order must be returned with proof of purchase, such as your order number or purchase confirmation

Because we sell pet-related products, returned items must be clean and hygienic. Products that show clear signs of use by pets may be refused for health, hygiene, and safety reasons.

3. Non Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return if they have been used, washed, damaged, stained, contaminated, or exposed to pet hair, pet waste, odor, fleas, moisture, or other unsanitary conditions.

Non returnable items may include:

Used pet beds

Used cat tunnels

Used pet caves or pet houses

Items with pet hair, stains, odors, bite marks, claw marks, or scratches

Items that have been washed incorrectly

Items damaged after delivery

Items missing parts or original packaging

Gift cards, if offered

Final sale or clearance items, if clearly marked as final sale

Personalized or customized products, if offered

This does not affect your rights if an item arrives damaged, defective, or incorrect.

4. How To Start A Return

To start a return, please contact us at:

Cartivaprox.store
Email: support@Cartivaprox.store
Phone: (800) 361-2613
Address: 500 Rue du Cap-Saint-Malo, L'Île-Bizard-Sainte-Geneviève, QC H9C 2P5, Canada

Please include:

Your full name

Your order number

The email address used at checkout

The item you want to return

The reason for return

Clear photos or videos if the item is damaged, defective, incorrect, or not as described

Once we receive your request, our support team will review it and provide return instructions if the item is eligible.

Please do not send any item back without contacting us first. Returns sent without approval may not be accepted or processed.

5. Return Shipping

If your return is approved, we will provide instructions on where and how to send your item.

Return shipping costs may depend on the reason for the return.

If the item is damaged, defective, or incorrect, we may provide a replacement, refund, or return solution at no additional cost to you.

If the return is due to personal preference, wrong size selection, change of mind, or an order placed by mistake, the customer may be responsible for return shipping unless otherwise stated by our customer support team.

Shipping costs are non refundable unless the return is due to our error or a defective product.

6. Free Return And Refund Period

Cartivaprox.store offers free return and refund support within 30 days for eligible orders.

This applies when the item meets our return conditions and the request is submitted within the 30 day return window.

Items must be returned in acceptable condition. If the returned item is used, dirty, damaged, incomplete, or not in resellable condition, we may reduce the refund amount or refuse the return.

7. Refund Process

Once your return is received and inspected, we will notify you whether your refund has been approved.

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

Refund processing times may vary depending on your bank, card provider, payment processor, or local financial institution. In most cases, refunds appear within 5 to 10 business days after approval, but some banks may take longer.

Cartivaprox.store is not responsible for delays caused by banks, credit card companies, or payment providers.

8. Partial Refunds

A partial refund may be issued in certain situations, including but not limited to:

The item is returned with missing packaging

The item is returned with minor signs of use

The item is returned with missing accessories

The item is not in its original condition

The item is damaged for reasons not caused by Cartivaprox.store

The return is received after the approved return period

The product has been used by pets but is still accepted at our discretion

We reserve the right to determine the final refund amount after inspection.

9. Damaged Or Defective Items

If your order arrives damaged or defective, please contact us as soon as possible at support@Cartivaprox.store.

Please include:

Your order number

A description of the issue

Clear photos of the damaged item

Clear photos of the packaging

A short video if the issue is difficult to show in photos

We may offer one of the following solutions:

Replacement

Refund

Partial refund

Store credit

Return instructions

Damage claims must be submitted within a reasonable time after delivery. Requests made long after delivery may be harder to verify and may not qualify for a refund or replacement.

10. Incorrect Or Missing Items

If you receive the wrong item or your order is missing an item, please contact us at support@Cartivaprox.store.

Please provide your order number and photos of what you received.

If we confirm that an incorrect item was sent or an item is missing, we will work with you to correct the issue as quickly as possible.

11. Exchanges

We may offer exchanges depending on product availability.

If you want a different size, color, or model, please contact us first. If the requested item is available, we may arrange an exchange.

If the replacement product is unavailable, we may offer a refund or store credit.

Exchange approval depends on item condition, return eligibility, and stock availability.

12. Order Cancellations

If you want to cancel your order, please contact us immediately at support@Cartivaprox.store.

We will do our best to cancel your order before it is processed or shipped.

However, once an order has been processed, packed, dispatched, or handed to the carrier, we may not be able to cancel it.

If your order has already shipped, you may need to wait until delivery and then request a return under this policy.

13. Address Errors

Customers are responsible for entering the correct shipping address at checkout.

If an order is delayed, lost, returned, or delivered incorrectly due to an address error provided by the customer, Cartivaprox.store may not be responsible for refunding or replacing the order.

If you notice an incorrect address after placing your order, contact us immediately. We will try to update it before shipment, but we cannot guarantee changes after order processing begins.

14. Lost Packages

If your package appears lost in transit, please contact us at support@Cartivaprox.store.

We may ask you to confirm your shipping address and check with neighbors, building reception, local postal services, or the carrier.

If the carrier confirms the package is lost, we may offer a refund or replacement depending on the situation.

If tracking shows that the package was delivered to the correct address, we may not be able to issue a refund unless required by applicable law.

15. Refused Or Undeliverable Packages

If a package is refused, unclaimed, or returned to sender due to an incorrect address, failed delivery attempt, unpaid duties, or customer refusal, we may deduct shipping and handling costs from any refund.

If the package is returned to us in acceptable condition, we may issue a refund for the item cost, excluding any non refundable shipping, handling, or carrier fees where applicable.

16. Product Size And Color Differences

Product measurements may vary slightly due to manual measurement.

Product colors may also appear slightly different due to lighting, photography, screen settings, and display differences.

Small differences in size, texture, shade, or shape are not considered defects unless the product is significantly different from the description.

17. Vacuum Packed Or Folded Products

Some pet beds, tunnels, mats, or plush products may be shipped compressed, folded, or vacuum packed.

Temporary wrinkles, folds, or shape changes may occur during shipping. This is normal and usually improves after the product is opened, reshaped by hand, and allowed to expand naturally.

Such temporary deformation is not considered a defect unless the product is permanently damaged or unusable.

18. Hygiene Standards For Pet Products

Because pet products come into close contact with animals, we maintain strict hygiene standards for returned items.

Returned products may be rejected if they contain:

Pet hair

Pet odor

Food residue

Urine or waste marks

Flea or insect contamination

Stains

Heavy wear

Chewing or scratching damage

Moisture or mold

We appreciate your understanding, as these standards help protect all customers and pets.

19. Refunds For Sale Items

Sale items may be eligible for return unless marked as final sale.

If an item is marked as final sale, clearance, or non returnable at the time of purchase, it may not be eligible for refund unless it arrives damaged, defective, or incorrect.

20. Chargebacks And Payment Disputes

If you have any issue with your order, please contact us first at support@Cartivaprox.store.

We are happy to help resolve delivery, return, refund, or product concerns.

Opening a payment dispute before contacting us may delay the resolution process. If a chargeback is filed, we may be required to follow the payment provider’s dispute process and may be unable to process a direct refund while the case is under review.

21. Refund Method

Refunds are issued to the original payment method used at checkout.

We cannot issue refunds to a different card, bank account, PayPal account, or payment method unless required by the payment processor or applicable law.

If your original payment method is no longer active, please contact your bank or payment provider for assistance.

22. Store Credit

In some cases, we may offer store credit as an alternative to a refund.

Store credit may be offered for exchanges, late returns, partial returns, or customer preference cases.

Store credit has no cash value unless required by law and may only be used at Cartivaprox.store.

23. Return Inspection

All returned items are inspected after arrival.

Inspection may include checking:

Product condition

Cleanliness

Packaging

Accessories

Signs of use

Damage

Odor

Missing parts

Order information

If the return does not meet our policy requirements, we may refuse the refund or issue a partial refund.

24. Processing Time For Returns

After your return arrives, please allow reasonable time for inspection and processing.

Most approved returns are processed within 5 to 10 business days after receipt.

During busy seasons, holidays, or high order volume periods, processing may take longer.

25. Customer Responsibility

Customers are responsible for:

Reading product descriptions before purchase

Selecting the correct size, color, and quantity

Providing accurate shipping information

Following product care instructions

Contacting us within the return window

Returning approved items in acceptable condition

Packing returned items securely

Using a trackable shipping method when required

Cartivaprox.store is not responsible for damage caused by improper return packaging.

26. Product Care And Washing

Some products may be machine washable or hand washable depending on the product type.

Please always follow the care instructions provided on the product page, packaging, or label.

Damage caused by improper washing, high heat drying, harsh chemicals, bleach, machine damage, or incorrect care may not qualify for refund.

27. Pet Damage

Pet chewing, scratching, biting, tearing, staining, or other animal behavior after delivery is considered normal use damage and is not covered as a product defect.

While our products are selected for comfort and durability, no pet product is completely indestructible.

Please supervise your pet when introducing a new bed, tunnel, cave, or toy.

28. International Orders

We may serve customers in different regions.

International return procedures may vary depending on destination, carrier availability, customs rules, and local regulations.

Customers are responsible for complying with local import, customs, and return shipping requirements unless the return is due to our error or a defective item.

29. Customs, Duties, And Taxes

If customs duties, taxes, or import fees apply in your country, they may be the responsibility of the customer unless otherwise stated at checkout.

Customs fees are generally non refundable by Cartivaprox.store.

If a package is refused due to unpaid customs charges, refund eligibility may be reduced by shipping, handling, return, or carrier fees.

30. Policy Abuse

We reserve the right to refuse returns, refunds, or future orders if we suspect policy abuse, including but not limited to:

Excessive return requests

False damage claims

Returning used or contaminated items

Claiming non delivery when tracking confirms delivery

Chargeback abuse

Fraudulent activity

Misuse of promotional offers

Our goal is to provide fair support to every customer while protecting our business and community.

31. Changes To This Policy

Cartivaprox.store may update this Return & Refund Policy from time to time.

Any changes will be posted on this page. The updated policy will apply to orders placed after the updated version is published unless otherwise required by law.

32. Contact Us

For return, refund, exchange, or order support, please contact us:

Cartivaprox.store
500 Rue du Cap-Saint-Malo, L'Île-Bizard-Sainte-Geneviève, QC H9C 2P5, Canada
Email: support@Cartivaprox.store
Phone: (800) 361-2613

We aim to respond as quickly as possible and help you find a fair and comfortable solution.