1. How Caricove handles cases
Caricove.com processes return and refund requests at item level. That means one item in an order can be refunded, another can remain returnable, and another can remain unaffected.
- Some issues are return-required.
- Some may qualify for refund-only / no return needed.
- Some may require manual review or more information before they move forward.
- Non-delivery issues are not treated the same as delivered-item returns.
2. Cancellations
Cancellation reasons are handled separately from post-delivery returns. If an order or line item is still cancellable in the system, Caricove may process an immediate cancellation and create the refund record without a physical return.
- Ordered by mistake
- Found a better price
- No longer needed
- Need to change delivery address
- Payment method issue
3. Return windows
Caricove uses a protected arrival-issue window, a shorter preference window, and a separate warranty route. The stricter eligible rule applies where multiple rules could fit.
| Scenario | Current system window |
|---|---|
| Arrival issue, damage, wrong item, shortage, or material mismatch | Report within 14 days from verified delivery |
| Eligible preference return | Report within 7 days from verified delivery |
| Hidden defect first discovered after the Returns window | Warranty route during days 15–30 |
| After day 30 | Applicable purchased warranty terms, if any |
| Never arrived | No physical return window because the item was not received |
Safety, counterfeit, fraud, quarantine, evidence-hold and mandatory-law concerns can require a different review path.
4. Reason-based handling
| Reason | Primary fault | Default handling path |
|---|---|---|
| Ordered by mistake / Found better price / No longer needed | Customer | Usually return-required, subject to category window |
| Item materially different | Independent review | Evidence and item-level adjudication determine liability and remedy |
| Damaged or defective | Independent review | Return-required by default; eligible returnless remedies require an explicit decision |
| Wrong item received | Independent review | Return-required by default |
| Missing parts or quantity | Independent review | Item/quantity-level remedy; evidence may be required |
| Never arrived | Non-delivery review | No physical return; delivery and custody evidence determine the remedy |
5. Return shipping responsibility
- Seller-fault issues: return shipping is generally covered by the seller/vendor path.
- Carrier-fault / never-arrived issues: no customer return is required, and review/refund logic follows the non-delivery path.
- Customer-fault preference returns: the customer may be responsible for the return leg unless Caricove states otherwise.
- Mixed-fault review cases: shipping responsibility may be determined after review.
- Courier missions: Caricove pays approved courier earnings through the payout system. Customers do not pay couriers directly, and a courier-fault review is separate from the customer remedy.
6. Refund timing
Refund timing depends on the case type:
- Immediate cancellation: refund can be created as soon as the cancellation is accepted.
- Return-required: verified seller receipt starts a 48-hour inspection. The seller may request one reasoned 24-hour extension before the original deadline.
- Quantity decisions: passed quantity can proceed. Failed or disputed quantity requires a reason and evidence and is independently reviewed; a seller cannot unilaterally reduce a refund.
- Missed inspection deadline: received quantity normally passes automatically after the final deadline, except safety, counterfeit, quarantine or evidence-hold cases.
- Refund-only / returnless: refund may be issued without return for eligible cases.
- Manual review: refund is delayed until review is completed.
- Provider timing: “approved” and “processing” do not mean “issued.” A refund is shown as issued only after payment-provider confirmation. The bank or wallet may take additional time to display it.
The original invoice remains unchanged. Caricove creates a separate credit note whose status follows the refund from approved to processing, issued, or failed.
7. Limits and exclusions
Caricove may deny, narrow, quarantine, preserve as evidence, or manually review requests where we detect fraud risk, counterfeit or safety concerns, repeated abuse, conflicting custody evidence, missing required information, or goods outside the valid request window. Ordinary wear, opened packaging and sellable condition are recorded separately from refund liability.
Reviews may remain visible with a “Returned / refunded” label unless moderated under the review rules. Seller and courier performance metrics use final liability only, including proportional shared liability, and apply sample-size minimums before public badges.
8. How to start
Use your order history or the public Track & Returns page to start the correct item-level request. Where a case needs help, contact support and include the order number, item, and issue type.