CartHaus customer care
Refunds & Replacements
CartHaus LLC offers a 30-day refund or replacement request window for eligible U.S. orders. Contact company@carthausstore.com with your order number and a brief explanation. We resolve approved requests without requiring you to mail the product back.
30 days to request help. No physical return required. For eligible change-of-mind or fit requests, we refund the product price paid and applicable taxes without asking you to send it back. If you prefer an available replacement, we can arrange that with your agreement. For verified damaged, defective or incorrect items, we offer a free replacement or an appropriate refund.
There are no return-postage, return-label, handling or restocking fees.
Your 30-day request window
Contact us within 30 calendar days after delivery to request a refund or replacement. Include the order number, the affected item and the reason for your request. This is the deadline to contact us, not a requirement to ship anything back.
For a change of mind or fit preference, the item must be clean and unused beyond a reasonable fit check. Items worn for extended use, washed, soiled, altered or damaged by misuse may not qualify for an ordinary change-of-mind refund. We assess brief fit checks fairly and may request reasonable information or photographs to confirm eligibility.
These condition requirements do not exclude a valid claim for a product that arrived damaged, defective, misdescribed or incorrectly supplied. The 30-day window does not remove any non-waivable rights that apply for longer under law.
Damaged, defective or incorrect items
Email your order number and clear photographs or a short video showing the damage, defect or wrong item. Packaging and shipping-label photos can help if available. If the issue cannot reasonably be shown in a photo or video, explain it so we can help establish the problem through other reasonable evidence. We do not require an unboxing video.
After reviewing and verifying the issue, we will arrange a replacement at no additional product or shipping charge, or provide an appropriate refund. We will not make a refund conditional on accepting a replacement where a refund is required. If a replacement is unavailable or the problem continues, we will work with you on an appropriate refund or other remedy. You do not need to return the affected product.
Stop using a damaged or defective brace. Do not wear or stress it simply to demonstrate the fault. We will provide any relevant safety or disposal guidance for the issue.
Change of mind or unsuitable fit
If your item meets the condition requirements above and you contact us within 30 days after delivery, we can resolve the request with a refund without a physical return. A change-of-mind request does not need evidence of a defect. If you prefer another available item or replacement, contact us to agree on the details; we will not send an unwanted substitute or charge a price difference without your agreement.
How requests are handled
- Email company@carthausstore.com with your order number, the affected item and the reason for your request. Include photos or a short video for a damage, defect or wrong-item claim.
- We will review the information and let you know the outcome, or explain what reasonable additional information is needed. We will explain any refusal rather than automatically rejecting a request.
- Once approved, we will confirm the refund or agreed replacement. Keep the item; do not mail it to our business address, a supplier or an address printed on the parcel. You will not need a return label or return address.
Refund amount and timing
Approved refunds are initiated to the original payment method within 5 business days of approval, or sooner where law requires. Your bank or payment provider may take additional time to display the credit; a typical estimate is 5-10 business days, subject to that provider's processing. We do not require warehouse receipt or a physical inspection before a refund can be approved.
Refunds reflect the amount actually paid for the affected goods, taking account of allocated bundle discounts and applicable taxes. For a partial bundle claim, we will explain the calculation before processing it. A separately disclosed original shipping charge is normally non-refundable for a change of mind unless law requires otherwise. Orders shipped free carry no deduction for original shipping.
For cancellation of an unshipped order, or a valid full-order claim caused by our error, defect or non-delivery, the appropriate refund includes applicable shipping charges and taxes. No return-postage or restocking deduction applies. Approved monetary refunds are returned to the original payment method.
Replacements and delivery issues
We confirm replacement availability, delivery address and the expected dispatch time before arranging it, and provide available tracking after dispatch. Replacement timing depends on stock and the confirmed fulfillment service.
For a missing or delayed parcel, see our Shipping Policy. No physical product return is required to report non-delivery. A valid original order and supporting information may be needed to verify the request and avoid duplicate refunds or replacements for the same issue.
Cancellations and your consumer rights
Email us immediately to request cancellation. We will try to stop an order before processing or dispatch, but cannot promise cancellation once fulfillment has begun. If it has already shipped, contact us for the applicable refund or replacement process without mailing the product back. Shipment-delay cancellation rights remain as described in the Shipping Policy.
This policy does not restrict non-waivable consumer protections, rights for defective or misdescribed goods, or rights under your payment agreement. Contact us if a proposed resolution does not address your issue.