1. Overview

Thank you for shopping at Carlito.

We want you to be happy with your purchase. This Refund & Return Policy explains when and how you can return products and request a refund.

By placing an order on carlito-egy.com, you agree to this Policy.

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2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

1. Return window
   • You must contact us within [14] days of receiving your order
   • The item must be shipped back to us within [14] days after we approve the return.
2. Condition of items
   • Items must be unused, unopened, and in their original packaging.
   • All tags, labels, and accessories must be included.
   • The product must be in resellable condition.
3. Proof of purchase
   • A receipt, order confirmation email, or order number is required.

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3. Non-Returnable / Non-Refundable Items

For health and safety/hygiene reasons, certain products cannot be returned or refunded, including but not limited to:

• Opened or used pet food, treats, or supplements
• Opened grooming products (shampoos, sprays, etc.)
• Personalized / custom items (e.g., engraved tags, custom-printed products)
• Gift cards or discount vouchers
• Items marked as “Final Sale” or “Non-returnable” at the time of purchase

If you are unsure whether a product is returnable, please contact us before placing your order.

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4. Damaged, Defective, or Wrong Items

If you receive:

• A damaged item
• A defective item
• The wrong product or wrong size

please contact us within [14] days of receiving the order.

We may ask you to provide:

• Photos or videos showing the issue
• Order number and details
• Any additional information to help us investigate

After verifying the issue, we may offer one of the following solutions:

• Replacement of the same item
• Store credit / coupon
• Full or partial refund (depending on the case)

In some cases, we may not require the product to be returned; in others, we will provide instructions for returning the item.

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5. Return Process – How to Request a Return

1. Contact us
   • Email: info@carlito-egy.com
   • Phone :  0235393106 – +20 122 178 5750
   • Please include your order number, the item(s) you want to return, and the reason.
2. Wait for approval & instructions
   • Our team will review your request and let you know if it is approved, and how to proceed.
   • We will provide the return address and any required reference code.
3. Pack the items securely
   • Use the original packaging if possible.
   • Include a copy of the invoice or a note with your name and order number.
4. Ship the items
   • Send the package to the address we provide.
   • Unless the return is due to our error (damaged, wrong item, etc.), you are responsible for the return shipping cost.

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6. Return Shipping Costs

Unless otherwise stated:

• If the return is due to our error (wrong item, defective, damaged in transit):
  • We will cover or refund reasonable return shipping costs, or arrange a pickup where possible.
• If the return is due to a change of mind, wrong size selected, or similar reasons:
  • You are responsible for all return shipping costs.
  • Original shipping fees paid at checkout are non-refundable, except where required by law.

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7. Refunds (if applicable)

Once we receive and inspect your returned item(s):

1. We will notify you by email/WhatsApp that we have received your return.
2. We will inform you if your refund is approved or rejected.

If approved, your refund will be processed as:

• Refund to the original method of payment (card, wallet, etc.), or
• Store credit to use on future purchases, depending on what we agreed with you.

Processing time

• It may take [14] business days for us to process the refund after we receive the returned item.
• Your bank or payment provider may also require additional time to post the refund to your account.

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8. Late or Missing Refunds

If you haven’t received a refund within the expected timeframe:

1. Check your bank account or wallet again.
2. Contact your credit card company or bank; it may take some time before your refund is officially posted.
3. If you’ve done all of this and still have not received your refund, please contact us at info@carlito-egy.com.

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9. Exchanges

We do not have an automatic exchange system.
If you want to exchange a product for a different size or color, the process is:

1. Request a return for the original item (if eligible).
2. Place a new order for the item you want.

In some cases, we may offer direct exchanges, subject to stock availability — please contact us to check.

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10. Orders Cancellations

You may request to cancel your order before it has been shipped by contacting us immediately.

• If the order is not yet processed, we may be able to cancel it and issue a full refund.
• If the order has already been shipped, you will need to follow the return process above once you receive the package.

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11. Wholesale / Bulk Orders

For wholesale or bulk orders, our refund and return terms may differ and will usually be agreed in advance in writing.
Please refer to your contract or contact us for details.

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12. Contact Us

If you have any questions about this Refund & Return Policy, please contact us:

• Email: info@carlito-egy.com
• Phone :  0235393106 – +20 122 178 5750
• Address: Block 96, Takseem Al Ahlam, Gameat Al Sadat,Abou Al Rawash, Al Kilo 28 Alexandria Desert Road,In front of Dandy Mall, Giza