Shop with confidence at Cartoz. We are committed to providing quality products and support in accordance with Australian Consumer Law.

1. Australian Consumer Guarantees

All products sold through Cartoz come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

2. Product Warranty

Most products supplied through Cartoz include a 12-month warranty against manufacturing defects unless otherwise specified on the product page.

Warranty Covers:

• Manufacturing defects
• Faulty workmanship
• Missing parts upon delivery
• Products damaged during transit

Warranty Does Not Cover:

• Normal wear and tear
• Misuse or accidental damage
• Improper assembly or modification
• Commercial or abnormal use
• Failure to follow product instructions
• Cosmetic packaging damage only

3. Warranty Claims

To submit a warranty claim, please contact our support team and provide:

• Order number
• Description of the issue
• Photos or videos showing the fault
• Photos of packaging (if applicable)
• Affected parts information

Please do not dispose of the product until the claim has been reviewed.

4. Missing Parts & Transit Damage

• Transit damage must be reported within 7 days of delivery.
• Missing parts should be reported as soon as possible.
• Replacement parts are typically dispatched within 2 business days where available.
• Courier investigations may be required before a replacement or refund is approved.

5. Returns & Refunds

Where a product is faulty, damaged, not as described, or does not meet consumer guarantees, Cartoz will provide an appropriate remedy which may include:

• Replacement parts
• Product repair
• Product replacement
• Store credit
• Full or partial refund

Approved refunds are processed back to the original payment method.

6. Change of Mind Returns

Change of mind returns may be accepted for eligible products.

• Request must be submitted within 14 days of delivery.
• Product must be unused and in original packaging.
• Product must be in resalable condition.

Change of mind returns are not accepted for:

• Personal care products
• Health and hygiene items
• Opened or used products
• Special order items
• Bulk commercial purchases

7. Change of Mind Return Fees

Where approved, the following may apply:

• Return shipping costs
• Supplier handling fees
• Up to 10% restocking fee where permitted

Refund amount will be confirmed before return approval is issued.

8. Product Recalls

If a supplier or government authority issues a product recall, Cartoz will contact affected customers and provide instructions regarding replacement, repair, or refund options.

Need Assistance?

Our Brisbane-based support team is here to help.

sales@cartoz.com.au

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