Returns and Exchange Policy
You may return the product(s) only if:
- It is damaged by the courier service.
- The product shipped was not according to its representation on the Website.
For all defective items outside of our Return Policy, please contact our Customer Service Team at support@cartopiahub.com. Should you receive an item that is not in perfect condition please contact us immediately.
If you paid:
- by credit/debit card, we will process the refund by crediting the same credit/debit card used when the order was placed. Please note that refunds can take up to ten (10) business days to show on your account due to varying processing times between payment providers.
- If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you in your request. All products must be unused and with all Marham Herbal tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 15 days of the date of your order.
Custom-made products
Please note that any custom-made product may not be refunded or exchanged.
Return in Store
You can visit any of our stores with the physical item in their original packing, along with any accompanying accessories and documents (warranties, authentication certificates) and the order receipt.
- An authorised staff member will take your package and hand you an acknowledgment receipt.
- Exchange is restricted to the same price or higher value items.
- Refund will be processed to your payment card and can take up to 10 working days to process.
Defective Items
- The customer is requested to verify, before it is taken from the store, that the product does not have any apparent defect and is in perfect condition before it is taken from the store. To this effect, the customer is asked to sign the sale invoice copy.
- Customer may return defective product, or product showing an expiry date of less than 30 days from the date of purchase, upon presentation of the original sale invoice issued by the store.
- Product with hidden defects which could be detected at any stage can also be returned within reasonable delays appropriate to the type and nature of the defective product and the defect itself.
- Presentation by the customer of the original sale invoice is also required.
- If available, original packaging is to be returned along with the defective product. The store manager ascertains that the defect does not result from improper storage or handling by the customer, such as not observing the recommendations of how to care for the product as detailed on labels accompanying them.
Non-defective Items
- Exchange of product is allowed within 15 days of purchase.
- Product must be in an unused saleable condition, in original packaging and with original price tag. In case of sealed product, product must still be in sealed condition.
- Product must be presented with original sale invoice issued by the store.
- Return is compensated by a store credit for exact value of initial purchase value.
- Validity of store credit is 6 months from date of issue.
- Customised/tailored items cannot be exchanged or returned.
Products Liability
By buying products through our Website, you acknowledge and agree that Marham Herbal carries no product liability save as described in the preceding paragraphs in relation to returning and exchanging the products or refunding/crediting the price paid, and that full liability for the products rests with the manufacturer. The terms of the manufacturer’s product liability are found in the product’s package or in the notice that accompanies the products.
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