Return Policy

Open Box & Closed Box Delivery Policy

Open Box Packages

Some packages are delivered as Open Box, clearly marked with an “Open Box” label on the Air Way Bill (AWB).

What Open Box means:

Customers are allowed to open the cartup outer box for verification.
Customers can verify:
Correct product received
Correct quantity received


Important Notes for Open Box Deliveries:

For branded products, customers must not tear seals or open branded packaging.
Only visual verification of product presence and quantity is allowed.
Customers must check items before accepting delivery.
Complaints raised after delivery for Open Box packages will not be accepted.
Exceptions, if any, will be evaluated case‑by‑case.

Closed Box Packages

What Closed Box means:

Neither the cartup outer box nor the manufacturer’s / inner box can be opened.
All seals must remain intact.
Delivery agents are not permitted to open or break seals under any circumstances.
Customers must pay the delivery rider first (if not prepaid) before receiving the product.

For Closed Box issues:

Customers must raise a return or refund request via the app or website within 7 days if the product is:

Damaged
Defective
Incorrect
Incomplete

Requests raised after the return window may not be accepted unless covered under brand warranty or special approval.

Non‑Returnable Items & Special Categories

Non‑Returnable Items Include (but are not limited to):

Mobile phones and selected flagship brands
E‑cigarettes
Circuit boards and similar items
Mother & Baby products
Digital products
Software items marked as non‑returnable
Customized products
Innerwear and intimate apparel
Fine jewelry (gold, diamond, gems)
Food, grocery, medical, industrial equipment, and pet supplies
Books