Refund policy
KARTIENE™ Return & Satisfaction Policy
At KARTIENE™, we stand behind the quality of our products and want you to feel confident with every purchase.
15-Day Satisfaction Guarantee
Our 15-Day Satisfaction Guarantee means that if you are not completely satisfied with your purchase, you may contact us within 15 days of receiving your item.
Our support team will review your case and work with you to find the best solution, which may include a replacement item or store credit.
Lost or Missing Orders
KARTIENE™ is not responsible for packages that are marked as “Delivered” by the shipping carrier.
If your tracking information shows that your package has been delivered but you cannot locate it, please take the following steps before contacting us:
• Check with family members, neighbors, or building management who may have accepted the package on your behalf.
• Look around common delivery areas such as porches, mailrooms, or reception desks.
• Contact your local post office or shipping carrier with your tracking number for additional delivery details.
If you are still unable to locate your package after completing these steps, please reach out to our support team and we will do our best to assist you.
Please note that orders marked as delivered are not eligible for refunds.
Damaged Orders
If your order arrives damaged during shipping, please contact us within 15 days of receiving the package.
To help us process the claim quickly, please provide:
• Clear photos of the damaged item
• Photos of the packaging
• Your order number
Please retain all packaging materials until the claim process is completed.
Requests submitted after 15 days may not qualify for a replacement.
Incorrect Orders
If you received the wrong item, please contact us within 15 days of delivery.
When reaching out, please include:
• Your name
• Order number
• A brief description of the issue
• A photo of the item received
Our team will review the request and arrange for a replacement with the correct product.
Late Arrival of Orders
While we work hard to ensure timely delivery, shipping delays can sometimes occur due to factors outside our control such as:
• Carrier delays
• Weather conditions
• Customs processing
Because of this, we cannot guarantee delivery by a specific date, including holidays or special occasions.
Once an order has been shipped, it can no longer be edited or canceled.
Sale Items
All sale or discounted items are considered final sale and are not eligible for replacement or store credit.
International Orders
All international orders are final sale and cannot be returned.
In the rare event that an international order is confirmed lost in transit, a replacement item may be issued.
Need Assistance?
If you have any questions or need help with your order, please contact our support team:
Our team is always here to help and ensure you have a great experience with KARTIENE™.
Thank you for choosing KARTIENE™.
We truly appreciate your support and look forward to serving you again.
Warm regards,
The KARTIENE™ Team