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At Kartway.ae, we value your satisfaction and aim to resolve any genuine issues with your purchase. While we do not offer a general money-back guarantee, refunds are available under certain conditions as outlined below.
Refunds may be provided only if:
The product received is defective, damaged, or not as described
You received the wrong item in your order
To qualify:
The issue must be reported within 2 Working days of receiving the order
Items must be unused, in original packaging, with all tags and accessories intact
A valid proof of purchase (order ID or invoice) is required
For international orders (outside the UAE), refund eligibility is subject to the following additional conditions:
The item must be reported as defective, damaged, or incorrect within 7 days of delivery.
All international refund requests must include clear photo or video evidence of the issue.
The item must remain unused and in original packaging for any refund consideration.
Return shipping costs for international orders are the responsibility of the customer unless the issue was due to a Kartway.ae error (e.g., wrong or damaged item).
Customs duties, taxes, and international shipping fees are non-refundable.
Kartway.ae reserves the right to decline a refund if the returned product does not meet the above conditions after inspection.
We do not issue refunds under the following conditions:
Change of mind or buyer’s remorse
Products that have been used, worn, or damaged by the customer
Hygiene items, Marital Wellness, Personal Care, or custom-made products
Items marked Final Sale or Non-returnable
To initiate a refund request:
Email returns@kartway.ae with your order number, product photos, and the reason for the return.
Our support team will assess the issue and may request the item to be returned for inspection.
If the return is approved, the refund will be processed as per the method below.
Approved refunds will be processed within 5–10 business days via:
The original payment method (credit/debit card)
Store credit, if preferred
Refund timeframes may vary depending on your bank or payment provider.
If the return is due to our mistake (wrong or faulty item), we will cover the shipping cost.
For other eligible issues, return shipping is the customer’s responsibility.
If you received a defective or incorrect product, you may request an exchange instead of a refund, subject to availability.