FAQ's

What is the return period of an item?

If you feel any product needs to be returned for any reason specified above, please notify us via E-mail( "return@mycartz.com" ) with attached images mentioning the reason of return within 24-Hrs of receiving of the product. No claims will be entertained after the expiry of the 24-hrs. At any cost, items should be returned within 10 days of receiving the product.

How do I initiate a return and what happens afterwards?

Raise a return request from "My Account". Sign-In -> My Account -> Order History -> Request Return and submit a request with attached Image in "Contact Us" or mail us at "return@mycartz.com".

  1. Return request is reviewed by Mycartz.com.
  2. If it is required, request is shared with the merchant for his/her approval.
  3. After approval, pickup of the product is arranged through our courier partner.
  4. If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by us.
  5. After the product is received, it is verified against your claim. Replacement or refund is initiated after that. Replacement would depend on the stock availability
  6. It takes between 1 to 3 weeks from the time a request is raised to the time the product is delivered back to us. Exact time would depend on the nature of the product and your location.

How should I pack the product for pick-up?

Make sure that the merchandise has not been used/worn or altered/tampered with, as well as is accompanied by its original price tag and packing slip. On the box, do mention your order number. If your order is approved for pick-up, you will receive the packaging instructions and return address in a separate email from us.

Do I need to pay the courier company to send my product back?

If we arrange the pickup for your product, you don't need to pay anything. For fast service, you can use a courier service of your choice to return products , please pay the amount to courier company , we will reimburse the amount. However, our liability is limited upto INR 300 by way of crediting your account for courier charge value.

My product has been picked-up, how do I know it has reached you?

After your order is picked from your place, within 48-72 hours, you will receive an email from us specifying the tracking details using which you can track the package on courier's website. "You can't track the status of your return request at Mycartz.com/track order too".

When will I get the replacement or refund?

We initiate the replacement or refund within 10 working days of receiving the product at our center. For refunds it usually takes up to 7-15 working days depending on the bank & mode of payment.

Can I return part of my order?

Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

What items can I Exchange?

We allow exchange on items such as Apparel and Footwear, where a trial is required to determine if the fit is right. You can exchange an item for the same product in the size/color of your choice. For more information about return product Policy visit Return Policy.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

The Seller has declined my request. What can I do?

In case the seller declines a replacement request and you are unconvinced with the reason provided, you can write to us to at "resolution@mycartz.com"

You can file a dispute before 10 days from the date of delivery. Mycartz mediates buyer-seller disputes on a case-by-case basis.

Mycartz Trust Pay covers buyers who are unable to successfully resolve their dispute with the seller, or are not satisfied with the resolution provided by the seller.

What is Mycartz Trust Pay Protection?

Mycartz Trust Pay Buyer Protection seeks to help Buyers who have an issue with a product as the seller is unable to provide resolution and the Buyer is unconvinced.

Write to us at "resolution@mycartz.com" in case you want to raise a dispute.Mycartz looks at each dispute on a case-by-case basis and tries to be fair to both parties. Buyers and Sellers are subject to final consent from Mycartz for settling the dispute.

What is Mycartz's Replacement Guarantee?

If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 10 days of delivery from seller Mycartz Retailer or from other Sellers.

Note-: Please contact us with a replacement request, so that we will be able to recall the order and a brand new replacement will be shipped to you, at no extra cost.

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organizations for the same. 

Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We are here to help you.

How do I cancel an order?

You can cancel your order online before the ordered product has been processed. Your entire order amount will be refunded.

Why do I see a disabled 'Cancel' link for order?

A disabled 'Cancel' link can mean the following things: 

  1. The item is being shipped together with another order of yours
  2. The item is non-refundable (eg. e-Gift Vouchers)
  3. If ordered product has been processed for shipping

Note : In any of the above cases, you can get in touch with our Customer Support for more information 

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 7-10 business days to cancel the order and initiate a refund. You will be notified of the same by email.

For more information about Cancellation Policy.

Any hidden charges (Octroi or Sales Tax) when I make a purchase on Mycartz?

There are NO hidden charges when you make a purchase on Mycartz. The prices listed for all the items are final and all-inclusive of Octroi or sale Tax. The final price is specified in the website. However certain States will require payment of additional VAT & submission of forms. 

What is Free Shipping ?

Normally products with value more than INR 499.00 are eligible for free shipping & it varies on product Items to Items. However certain products irrespective of price may have a delivery charge ranging from Rs 20.00 to Rs. 2000 may be charged. Actual delivery charges or Free shipping will be mentioned in product pricing section.

What is Cash on Delivery(COD) on Mycartz ?

Buyer can select Cash on Delivery (COD) payment methods. With C-O-D you can pay in cash or you can use your payment bank card at the time of actual delivery of the product at your doorstep, without requiring you to make any online payment.

This service is limited certain geographies. Please check your pincode, to see if COD payment option is available in your area in product detail page.

Certain products will have COD charges, which would be mentioned in final invoice depending on your shipping location.

Payments

Buyer can chose various options for any mode of payment, your payment will be with Mycartz's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

Types of pay on Mycartz

  1. E-Gift Voucher
  2. Cash on Delivery (COD)
  3. Credit Cards : Visa/Mastercard/ Diners Credit Cards
  4. Debit Cards : All banks (Visa, Mastercard, Maestro)
  5. Netbanking : (35+ banks) List of Netbanking
  6. Bank EMIs : Citi Bank(Lunching Soon)

How do I pay using a credit/debit card?

We accept all kind of online payments as listed below

  1. Credit Cards-: Visa/MasterCard/ Diners Credit Cards
  2. Debit Cards: - All banks (Visa, MasterCard, MaestroCard)

What steps does Mycartz take to prevent card fraud?

Mycartz Trust Pay perceives the importance of a transaction processing. We and our online payments partners monitor all transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. In that case the buyer has to provide certain identification document to process the hold suspicious transactions. It will help us to purchases were indeed made by a genuine card holder. We apologies for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions. 

What is a 3D Secure password?

The 3D secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the "Verified by VISA" and "MasterCard Secure Code" services, respectively. 

The 3D secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases. 

How can I get the 3D Secure password for my credit/debit card?

You can register for the 3D secure password for your credit/debit card by visiting your bank's website 

 

What are all Internet Banking feature I can chose to make a payment in Mycartz? 

We accept payment through Internet Banking for the following banks:

Axis Bank LimitedDevelopment Credit Bank LtdING Vysya Bank LimitedState Bank of Mysore
Allahabad BankDeutsche BankIndustrial Development Bank of IndiaState Bank of Patiala
Bank of IndiaDhanlakshmi bankJammu & Kashmir BankState Bank of Travancore
Bank of MaharatraHDFC Bank LimitedKarnataka Bank LimitedFederal Bank Limited
Canara BankICICI Bank LimitedKotak Mahindra Bank LimitedKarur Vysya Bank Limited
Catholic Syrian BankIDBI Bank LimitedSouth Indian BankUnion Bank of India
Central Bank of IndiaIndian BankState Bank Bikaner & JaipurUnited Bank Of India
Citi BankIndian Overseas BankState Bank of HyderabadVijaya Bank
City Union BankIndusInd Bank LimitedState Bank of IndiaYES Bank Limited

 

 

 

 

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