Returns & Refunds

Last updated: 28 August 2026

Change-of-mind returns

Cartoz may accept a voluntary change-of-mind return for an eligible product when requested within 14 days of delivery. The product must generally be unused, in its original packaging and in resalable condition. Product exclusions and disclosed return costs may apply.

This 14-day window applies only to voluntary change-of-mind returns. It does not limit rights for faulty, damaged, unsafe or incorrectly described products under the Australian Consumer Law.

Faulty, damaged or incorrectly described products

Where applicable, consumer guarantees under the Australian Consumer Law apply automatically and cannot be excluded. They may continue beyond a voluntary return period or a manufacturer’s warranty period.

The available remedy depends on the circumstances and whether the problem is major or can be remedied. A major failure may give the customer a choice of refund or replacement. For a problem that is not major, Cartoz may first arrange a repair or another appropriate remedy within a reasonable time. Cartoz does not predetermine the remedy before the issue is assessed.

Practical claim process

1. Contact Cartoz at sales@cartoz.com.au and provide the order number.
2. Describe the issue, when it became apparent and the outcome you are seeking.
3. Attach photographs or video where reasonably available and relevant. Include packaging photographs for transit damage where available.
4. Keep the product and packaging where practical and wait for Cartoz’s return instructions. Original packaging is not required as a condition of an Australian Consumer Law remedy.
5. Cartoz may request proof of purchase and arrange an inspection or assessment before confirming the applicable remedy.

Report transit damage as soon as reasonably practicable so Cartoz can investigate with the courier or fulfilment partner. Prompt reporting assists the investigation but does not replace or shorten applicable Australian Consumer Law rights.

Customers should deal with Cartoz—not a supplier or warehouse—for the claim. Do not return goods without Cartoz’s instructions.

Return shipping costs

Change-of-mind returns

For an approved voluntary change-of-mind return, the customer is responsible for arranging and paying the return shipping. Any other disclosed change-of-mind deductions or costs will be confirmed before the return proceeds.

Faulty, incorrect or damaged products

For a product that can be posted or easily returned, the customer may be asked to return it using Cartoz’s instructions. If Cartoz confirms that the product is faulty, incorrect, damaged in transit or otherwise fails an applicable consumer guarantee, Cartoz will reimburse the customer’s reasonable return costs. Customers should keep postage or transport receipts.

If the affected product is large, heavy or difficult to remove, Cartoz will pay for reasonable return shipping or arrange collection within a reasonable time where required under the Australian Consumer Law. Customers should contact Cartoz before arranging their own freight.

If an assessment finds that the product does not have the reported problem, the customer may be responsible for collection or inspection costs only where permitted by law and after Cartoz provides a reasonable estimate of those costs before collection.

No restocking fee or change-of-mind return charge will be applied where doing so would reduce a remedy available under the Australian Consumer Law.

Refund approval and processing

Where inspection or assessment is required, Cartoz will first review the claim and, where applicable, inspect the returned product before approving the refund. After approval, Cartoz aims to submit the refund to the original payment method within 5 business days.

The Cartoz processing period ends when the refund is submitted to the payment provider. The customer’s bank, card issuer or payment provider then controls when the credit appears. Posting may take up to 10 business days after submission, depending on the payment method and provider. These timeframes are estimates rather than guaranteed completion dates.

Order cancellations and address changes

Contact Cartoz immediately at sales@cartoz.com.au or 0493 005 074 with the order number and requested change.

A request is not guaranteed. Once an Australian supplier or warehouse has started picking, packing, booking freight or otherwise fulfilling the order, cancellation or an address change may no longer be possible. After dispatch, courier redirection may be requested where available but cannot be guaranteed.

If a voluntary cancellation cannot be completed, the customer may need to accept delivery and request an eligible change-of-mind return. Any applicable redirection, redelivery, return-to-sender or change-of-mind cost will be disclosed and handled under this policy and applicable law.

Nothing in this section limits rights where Cartoz cannot supply the order as agreed or another remedy applies under the Australian Consumer Law.

Contact

Email: sales@cartoz.com.au
Phone: 0493 005 074
Customer support hours: Monday to Saturday, 9:00 am to 9:00 pm (Queensland time)