Exchanges and Returns

Our product exchange and return policy is designed to give our customers full confidence when shopping with us.
All our products are covered against manufacturing defects.
We also accept exchanges if you receive an item that is different from what you originally ordered.

If you receive a product with a manufacturing defect or different from your order, please follow the steps below:

If more than 14 days have passed and the product shows a defect or fault, please contact us with the following details: your full name, order number, the product in question, and a description of the fault.
Once we receive your email, your request will be forwarded to our quality control department for review. We require authorisation from this department before proceeding with any exchange. Once reviewed, we will get back to you with our findings and confirm whether an exchange will take place.

You must report any faults or defects within 30 days of receiving the product to be eligible for a refund or replacement under UK Consumer Rights. In some cases, you may still be entitled to repair or partial refund up to 6 months after purchase.

Note: We will not accept requests for exchanges or refunds after these periods.

Your claim will be reviewed within a maximum of 7 working days. If the issue is confirmed, we will contact you via email, and you may choose one of the following options:

  • Receive a full refund of the amount paid.

  • Receive a replacement product identical to the one ordered.

  • Receive a product of equivalent value.

  • Receive a store credit to use on future purchases.

According to the Consumer Contracts Regulations (UK), you have the right to cancel and return your online order within 14 calendar days of receiving it, for any reason and without justification.

For credit or debit card refunds, our finance department has up to 7 working days to process your refund. Once processed, your bank or card provider may take up to 10 working days to credit the amount back to your account, depending on their processing times.

If a refund is to be issued via bank transfer, it will be processed within 10 working days after the return has been reviewed and approved, and must be made to a bank account under the same name used to place the order.

Items returned without prior communication, outside the return window, without necessary documentation (e.g. invoice or tags), or in unsuitable condition may be sent back to the customer.
The same applies to exchanges that are not approved after inspection by our quality team. These items will be returned using a tracked delivery service, and the shipping cost must be covered by the customer.

Important: CARTWELL is not responsible for return shipping costs in cases of refunds, chargebacks, or exchanges for reasons other than faulty or incorrect items. These costs are the customer’s responsibility.