Returns And Refunds Policy
When you buy from Carton platform, we want make sure that you are satisfied with your purchase and smooth order fulfillment process. If you need to return your purchase, get it exchanged or refunded, we want to make sure that it as easy as possible.
Our refund policy
Refund terms and conditions are set out as follows:
- Carton platform is unable to deliver the products: a reasonable time of 7-10 days from the date of date of order placement.
- Products faulty on arrival and non repairable.
- Products are lost in deliveries.
- Product is not repairable.
- Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Bundle offers or “Buy 1 Get 1 free” offers: In this case, the customer will have to return all the items in this offer.
- Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 4-5 days, then 3 business days to issue the refund. Please be aware that sometimes the refund will not show on your account until the next statement cycle is issued from your bank if the purchase involved using the banking channel.
- Carton will refund the delivery charge in full if the product received is faulty / damaged and the customer returns all products of the order at the same time. If you choose to keep some of the products, Carton will retain the balance of the delivery charge that applies to the products you keep.
- Please keep all items with their complete packaging and inside packaging intact if you intend to refund any items within the conditions set out. No exchange or refund will be considered without it.
- 7 Days money back Guarantee if you change your mind, provided that the merchandise is as new, in a re-sellable condition and the consumables ( cartridges, blank tapes, CD’s or DVD’s) and accessories ( cables, chargers, batteries...) are still sealed, refund can be granted upon luluhypermarket.com approval within 7 days after delivery. (Exceptions apply see Electrical returns) However the normal delivery or supplier delivery charge as well as card transaction charges will be charged back as well as any additional charges incurred by courier collection.
All orders will be refunded if the product is received “Faulty / damaged” or within a 7 day period if the product is found to be Faulty (Exceptions apply see electrical returns) in such cases the product must be returned with all correct manuals, packaging intact and accessories that came with the product, if any of these are found to be incorrect then the refund will not be processed.
After the 7 day window for refund of faulty products any product that becomes faulty after this period will be subject to the manufactures warranty, Carton can assist in directing you to its partner so that after sales service with the supplier can be arranged. ( where applicable)
Any product past the initial period of refund as set out above and after the manufacturer warranty period will not be eligible for either refund or exchange.
Courier delivered products
If the product was delivered to your home or office by a courier, we can arrange a courier collection for its return. Please make sure courier collected products are well packaged for their return journey all outer packaging must be in the condition it was received in.
Supplier delivered and large products
Larger products or products delivered directly by one of our suppliers. To return these products, please contact us at our <Whatsapp Number> or info@carton.sa .We'll arrange for the supplier to contact you to agree a suitable collection date.
How to exchange or replace a product
In case if a replacement product may be required, please contact the customer services team at <whatsapp> or info@carton.sa and they will respond as per the Terms & Conditions for replacement and/or faulty products.
Grocery Return
Product
Period of Return
Perishable goods (e.g. meat, vegetables, fresh food)
Within 24 hours.
Non-perishable goods (e.g. toiletries, cleaning products)
Up to 7 days
Charges and getting your refund
Charges will be applied for the items where the customer change its mind after the product has been shipped.
Delivery charges
If you have told us you're going to return all of your order within seven working days of receiving it due to faulty products we will refund your delivery charge in full. If you're only returning some of the products, or all of the products but after the seven working day period, your delivery charge will not be refunded and further charges for uplift may apply.
Getting your refund (this requires attention for cash return)
If a courier collects your returned product, your refund will be on the card you used to pay and will be as per the next billing cycle once we've received your returned product on Carton approval. You must also return any free or discounted products bought together as part of a promotional offer. If the product does not fully comply with our policy, we reserve the right to charge a restocking fee.
Your Consumer rights
Nothing in our returns policy affects your consumer rights.
