Product Not What You Expected? Here's What to Do
We use real product photos and write accurate descriptions for everything we sell. But if something you received doesn't match what you saw on the listing — or arrived damaged — we want to fix it immediately.
Your options
You choose what works best for you. We don't push you toward one option or the other.
How to report the issue
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Email info@cartclick.co with your order number. Let us know what's wrong — wrong item, different from listing, arrived damaged, missing parts, etc.
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Include a photo if possible. A quick photo from your phone helps our team understand the issue right away. It doesn't need to be professional — just enough to see what's off.
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Tell us what you'd prefer — refund or replacement. If you're not sure, that's fine too. We'll walk you through the options when we reply.
We respond to every email within 24 hours, 7 days a week.
Damaged items
If your product arrived damaged in shipping, we handle it differently from a standard return:
You don't need to return a damaged item first. We send the replacement immediately. We know it's frustrating to receive something broken — we're not going to make you wait while the original ships back to us.
Just send us a photo of the damage along with your order number, and we'll get a new one on the way.
How we prevent this from happening
Every product listing goes through a review process. Our Quality Lead compares listing photos to actual products and checks customer feedback to catch discrepancies early. When we find an issue, we update the listing and reach out to affected customers.
You can learn more about how we source and verify products at cartclick.store/quality/.
Common situations we handle
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Color or size looks different. Screen colors can vary, and some products have slight manufacturing variations. If the difference is significant, we'll replace it or refund you — no argument.
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Wrong product entirely. If you received an item that's completely different from what you ordered, email us immediately. We'll ship the correct product right away.
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Missing parts or accessories. Let us know what's missing and we'll either send the missing pieces or a complete replacement.
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Product doesn't work as described. Contact us with details about what's not working. We'll troubleshoot with you or arrange a replacement.
We take product accuracy seriously because your trust matters to us. If we got it wrong, we'll own it and fix it — quickly and without excuses.