We stand behind every Cartolem formula — and we also protect the brand from abuse of returns.
Damaged, defective, or wrong item
If something arrives damaged, leaking, defective, or incorrect, email support@cartolem.com within 14 days of delivery with your order number and clear photos of the product and packaging. We will replace the affected item or refund it. Do not discard the parcel until we confirm.
Change of mind
For hygiene and safety, opened or used skincare, soaps, and supplements cannot be returned. Unopened items in original condition may be considered within 14 days of delivery (US shipping addresses only). Return shipping is paid by you. Once we inspect and approve the return, we refund the product price only — original outbound shipping is non-refundable.
Not eligible
- parcels refused for unpaid customs/duties;
- returns caused by an incomplete or incorrect address you entered at checkout;
- orders already handed to fulfilment when a cancel request arrives;
- products returned without prior written approval from Cartolem.
Approved refunds go to the original payment method and can take 5–10 business days to appear.
Cartolem LLC · 30 N Gould St Ste N, Sheridan, WY 82801, United States · support@cartolem.com