cartluxe Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At cartluxe, your satisfaction guides everything we do. We take pride in the freshness of our grocery offerings and the quality of our kitchenware, and we want you to feel confident every time you shop with us. Should a purchase ever fall short of your expectations, our return and refund process is designed to be straightforward, transparent, and fair.

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Return Window

• Non-Perishable Grocery & Kitchenware: These items may be returned within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all tags still attached and the original packaging completely intact.
• Perishable Items: For reasons of food safety, quality control, and public health regulations, perishable goods (including fresh produce, dairy, frozen items, prepared foods, and other short-shelf-life products) cannot be sent back to us. However, if a perishable item arrives damaged, spoiled, expired, or otherwise compromised in transit, you qualify for an immediate full refund or a free replacement (valid photo evidence required within 48 hours of delivery).

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Non-Returnable Items

The items listed below cannot be returned under any circumstances:

• Merchandise marked as "Final Sale" at checkout;
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Products damaged as a result of improper storage, mishandling, or failure to follow the care instructions provided;
• Return requests submitted after the 30-day window without prior written approval from cartluxe.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (Prepaid shipping label provided by us)	None ($0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a $7.95 prepaid label fee deducted from refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Send an email to our customer support team at [email protected] including your Order Number, the item(s) you would like to return, and the reason for the return. If the item arrived damaged or spoiled, please include clear photographs of the product and its packaging.
2. Receive RMA & Instructions: Our team will review your submission and, within 1 business day, provide a Return Merchandise Authorization (RMA) number together with detailed return shipping instructions.
3. Pack Securely: Carefully pack the item(s) in protective packaging. Clearly write your RMA number on the outside of the shipping box (never write directly on the original product packaging).
4. Ship Back: Send the package using a trackable shipping service to the return address included in your RMA email.

Note: Packages returned without a valid, pre-approved RMA number may face significant processing delays or be refused upon arrival.

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Refund Processing & Timelines

• Inspection & Processing: After your return reaches our facility, it will be inspected within 1–2 business days.
• Refund Credit: Once approved, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your bank or credit card issuer may require an additional 3–10 business days before the refunded amount appears on your statement.
• Shipping Cost Refunds: Original shipping charges are non-refundable unless the return results from a cartluxe error (for example, a damaged or incorrect item was sent).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or with spoiled perishables, please let us know right away:

• Perishable Items: Reach out to us within 48 hours of delivery.
• Non-Perishable Items: Reach out to us within 7 days of delivery.

Please include clear photographs of the affected items and the shipping package. We will promptly provide a full refund or a free replacement at no additional cost to you.

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Contact Us & Merchant Details

If you have questions about a return, the status of a refund, or our return process in general, please contact our support team directly:

• Official Business Name: cartluxe
• Customer Support Email: [email protected]
• Customer Support Phone: 15624578269
• Physical Business & Return Address: 9021 CLEARWOOD PATH, UNIVERSAL CITY, TX 78148, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST