Refunds & Returns
At Cart-City, we do our utmost to ensure compliant deliveries and professional-quality products.
As our products are shipped directly from our logistics partners across Europe, specific conditions apply to returns and refunds.
Our team remains available to review each situation and provide the most suitable solution.
1. Damaged, Defective or Incorrect Product
If your order arrives damaged, incomplete or incorrect, please contact us within 48 hours of delivery and provide:
- your order number,
- photos of the concerned product,
- photos of the packaging and shipping label.
After review, Cart-City may offer, depending on the situation:
- a replacement,
- shipment of missing parts,
- return of the product,
- or a refund.
Costs related to a confirmed defect or delivery error will be covered by us.
2. Return Request for Change of Mind or Ordering Error
Due to the professional and bulky nature of our products (shopping carts, baskets, store equipment, etc.), returns for convenience are only possible with prior approval from our customer service team.
Conditions for acceptance:
- request submitted within 14 days after delivery,
- product must be new, unused and unassembled,
- product returned in its original packaging,
- return approved before shipment.
Return shipping costs, transport fees and any logistical or restocking charges remain the responsibility of the customer.
To simplify the process, Cart-City may arrange the return transport through its logistics partners. The related costs will be subject to a prior quotation submitted to the customer before any return is approved.
No return will be accepted without prior written approval.
3. Non-Returnable Products
The following products cannot be returned or exchanged unless a proven defect is confirmed:
- customized products,
- made-to-order or special manufacturing products,
- products configured according to customer requirements,
- products already used, assembled or incomplete.
4. Return Procedure
Before any return, please contact our customer service team via our contact form or by email and provide:
- order number,
- product reference,
- reason for the request,
- photos if necessary.
No merchandise may be returned without prior written approval.
5. Refunds
After reception and inspection of the returned product, the refund will be issued using the same payment method used for the original order.
The refund amount may be adjusted in case of:
- damaged packaging,
- incomplete product,
- signs of use,
- or applicable logistics fees.
