Return and Refund Policy

Last Updated: October 27, 2026

At Cartgovo, we want you to have a smooth and reliable shopping experience. This Return and Refund Policy explains the conditions and procedures for returning products, requesting replacements, obtaining refunds, and canceling orders placed through our website.

Cartgovo is operated by Tianjin Chengming Horse Farm Co., Ltd. By placing an order with us, you acknowledge this policy, subject to your rights under applicable consumer protection laws.

1. Return Eligibility

We accept eligible return requests within 30 calendar days of delivery.

To qualify for a standard return, the product must be unused, clean, and in its original condition. It should be returned with its original packaging, accessories, components, and any other items supplied with the product, where applicable. Proof of purchase or a valid order number is required.

Customers may inspect a product as reasonably necessary to determine its nature and condition. Products showing signs of use, pet hair, stains, odors, alterations, misuse, or damage after delivery may not qualify for a change-of-mind return.

These conditions do not limit any statutory rights or remedies relating to defective, damaged, incorrect, or otherwise non-conforming products.

2. How to Request a Return

To request a return, please contact our customer service team at [email protected] within the applicable return period.

Please include your order number, the name of the product you wish to return, and the reason for your request. If your request concerns a damaged, defective, or incorrect item, please provide photographs or videos showing the issue where reasonably available.

Our customer service team will review your request and aim to respond within 1–2 business days, excluding weekends and public holidays.

If your return is approved, we will provide the applicable return authorization and shipping instructions, including the designated return address.

Please do not send any product back without receiving return authorization and instructions from our customer service team. Unauthorized returns may delay the processing of your request.

3. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery. If you receive a damaged, defective, incomplete, or incorrect product, contact us as soon as reasonably possible at [email protected].

Please provide your order number and a description of the issue. Photographs or videos of the product, its packaging, and the affected parts may be requested to help us assess the situation.

After reviewing your request, we will work with you to determine an appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement, repair where available, refund, or another appropriate remedy.

For products confirmed to be damaged, defective, or incorrectly supplied due to an issue attributable to us, we will cover reasonable return shipping costs or arrange another appropriate resolution, subject to applicable law.

Nothing in this section limits any consumer rights that cannot legally be excluded or restricted.

4. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed by us or required by applicable law.

If a product is confirmed to be damaged, defective, or incorrect due to an issue attributable to us, we will cover reasonable return shipping costs or provide an appropriate alternative resolution.

Original shipping charges may not be refundable for change-of-mind returns, except where required by applicable law.

We recommend using a shipping service that provides tracking information when returning a product. Customers should retain the return shipment receipt and tracking details until the return has been completed.

5. Refund Processing

Once an approved returned product has been received, we will inspect it and aim to notify you of the refund decision within 3–5 business days.

If your refund is approved, it will be issued to the original payment method within 5–10 business days after approval.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.

If you have not received your refund after the applicable processing period, please contact us at [email protected]. We will assist you in checking the status of your refund.

Refunds are subject to the eligibility conditions in this policy and any applicable statutory rights.

6. Non-Returnable Products

Certain products may not be eligible for standard change-of-mind returns where permitted by applicable law. These may include personalized or custom-made products, gift cards, and products clearly identified as non-returnable before purchase.

Products that have been used, altered, intentionally damaged, or returned with missing components may also be ineligible for standard change-of-mind returns.

For pet beds, crates, gates, pens, and related accessories, products should be returned in a clean and unused condition, with the original components and packaging where applicable.

These exclusions do not apply where they would unlawfully restrict a customer's statutory rights concerning defective, damaged, incorrect, or otherwise non-conforming products.

If you are unsure whether a particular product is eligible for return, please contact our customer service team before sending it back.

7. Exchanges and Replacements

Exchanges and replacements are subject to product availability and the applicable return conditions.

If you would like to exchange an eligible product for a different size, color, or item, please contact us at [email protected]. Our team will explain the available options and any applicable return shipping costs.

If the requested replacement is unavailable, we may offer an eligible refund or another appropriate resolution.

For products that arrive damaged, defective, or incorrect, replacement arrangements will be handled in accordance with Section 3 and applicable law.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at [email protected] and provide your order number.

Orders may be canceled before shipment if the order has not progressed too far in processing or fulfillment.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that situation, you may contact our customer service team to discuss the available options under this policy.

If a cancellation is accepted before shipment, any approved refund will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Submitting a cancellation request does not guarantee that an order can be stopped once fulfillment has begun.

9. Return Address and Authorization

Approved returns must be sent to the return address designated by our customer service team.

The applicable return address and shipping instructions will be provided after your return request has been reviewed and authorized.

Please do not send returned products to our business address or any other address unless our customer service team has specifically instructed you to do so in writing.

Products returned without prior authorization may experience processing delays or may not be accepted, subject to applicable law.

10. Statutory Consumer Rights

This policy is subject to applicable consumer protection laws and regulations.

Depending on your location and the circumstances of your purchase, you may have additional rights relating to returns, cancellations, refunds, defective products, or non-conforming goods.

Where applicable law provides a mandatory cancellation or withdrawal period, including any statutory cooling-off rights, those rights remain unaffected by this policy.

Nothing in this policy is intended to exclude, restrict, or limit any consumer right or remedy that cannot legally be excluded, restricted, or waived.

11. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our business practices, customer service procedures, or applicable legal requirements.

Any updates will be published on this page with a revised Last Updated date.

The version published on our website at the time of your review should be consulted for the latest information, subject to any applicable legal requirements governing existing orders.

12. Contact Us

If you have questions about returns, refunds, exchanges, order cancellations, damaged products, or return shipping, please contact us using the details below.

Brand: Cartgovo

Company: Tianjin Chengming Horse Farm Co., Ltd.

Email: [email protected]

Business Address: 500 meters south of the intersection of Wanhui Road and Huikang Road, Zhongbei Town, Xiqing District, Tianjin, China 300392.

Customer Service Response Time: We aim to respond to customer inquiries within 1–2 business days, excluding weekends and public holidays.

We appreciate your business and are committed to providing clear return procedures and reasonable assistance with eligible return and refund requests.