Refund and Returns Policy

Welcome to cartiiva, the official brand of 56 MEDIA COMPANY LIMITED! Your satisfaction is our top priority. We take pride in offering high-quality embroidered shirts, hoodies, sweatshirts, and premium sweatshirts. Below, you will find our comprehensive Refund and Returns Policy, designed to be clear and transparent. If you have any questions or concerns, please reach out to us at contact@cartiiva.com.

1. Eligibility for Returns and Exchanges

  • Time Frame: You have 30 days from the date of receiving your order to initiate a return or exchange.

  • Condition: Items must be in their original condition, with all tags attached and no signs of wear, washing, or alteration.

  • Proof of Purchase: To process returns or exchanges smoothly, please provide your order number or proof of purchase (such as an email confirmation).

2. Reasons for Return

We accept returns or exchanges for a variety of reasons, including (but not limited to):

  1. Size or Fit Issues: If your embroidered shirt, hoodie, or sweatshirt doesn’t fit as expected.

  2. Incorrect Item: If you received a wrong item or style.

  3. Damaged or Defective Products: If your product arrives damaged, defective, or with obvious material flaws.

3. How to Return or Exchange an Item

  1. Contact Us: Email contact@cartiiva.com with your order details and reason for returning or exchanging.

  2. Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) if your item is eligible.

  3. Return Address: Once approved, please ship your item to our warehouse in the U.S. or to our facility in Vietnam. You will receive the specific return address with your RMA details. Typically, our main return address is:
    Warehouse: 18096 SW Handley St, Sherwood, Oregon, 97140, USA

  4. Packaging: Include your RMA number and order confirmation inside the return package to avoid processing delays.

4. Return Conditions

  • All returned items must be unwashed, unworn, and free of stains or odors.

  • We cannot process returns for products that have been modified, altered, or show signs of damage unrelated to manufacturing defects.

  • Please ensure you use proper packaging to prevent damage during shipping.

5. Return Shipping Costs

  • Customer Responsibility: In most cases, the customer is responsible for the cost of return shipping.

  • Exceptions: If the return is due to a mistake on our part (e.g., wrong item shipped or product defect), we will provide a prepaid return label or reimburse your shipping costs.

6. Non-Returnable Items

We value hygiene and product integrity for all customers. Consequently, certain items cannot be returned or exchanged, such as:

  • Items marked as “Final Sale” or “Clearance.”

  • Personalized or custom-designed embroidered products (unless defective).

7. Damaged or Defective Products

Should you receive a damaged or defective product, please contact us at contact@cartiiva.com right away. Include photos or a short video of the issue to expedite the resolution process. We will arrange a replacement or refund upon verification.

8. Exchange Policy

  • Like-for-Like Exchanges: If you need a different size or color of the same style, we will process an exchange upon receiving the original item.

  • Alternative Product Exchanges: If you’d prefer a different item altogether (e.g., hoodie instead of a sweatshirt), we will treat it as a new purchase. You will receive a store credit or refund for the returned item and be billed separately for the new product.

  • Processing Time: Once we receive your return, please allow up to 2–5 business days for your exchange to be processed. We will then ship your new item promptly.

9. Refund Time

Upon receiving and inspecting your returned item, we typically process refunds within 2–5 days. The refund will be issued to your original payment method. Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

10. Can I Change My Shipping Address?

We begin processing orders as quickly as possible. If you need to change your shipping address after placing an order, please contact us immediately at contact@cartiiva.com. If your package has not yet been dispatched, we will do our best to update the address. However, once the order has shipped, changes are no longer possible.

11. Cancellation Policy

  • Order Cancellation: You may cancel your order within 24 hours of purchase if it has not yet been shipped. Contact us at contact@cartiiva.com with your order details to request cancellation.

  • Shipped Orders: Once the order is in transit, cancellations are no longer possible. Instead, you may initiate a return after receiving the product following the guidelines in this policy.

12. Contact Information

If you have any questions regarding our Refund and Returns Policy, please reach out to us:

Company Name: 56 MEDIA COMPANY LIMITED

Company Number: 0108847923

Address: 182 Bo De Street, Bo De Ward, Long Bien District, Hanoi, Vietnam

Warehouse: 18096 SW Handley St, Sherwood, Oregon, 97140, USA

Email: contact@cartiiva.com

Phone: +84 (966) 17-0391

Phone US: +1 (971) 979-2079

Contact Form: Click here

Business Hours: We are available Monday – Friday 8:00 AM to 6:00 PM (Indochina Time, ICT) to assist you with any inquiries.

Response Time: Our dedicated customer service team strives to respond to all inquiries within 12 hours during business days, ensuring prompt and reliable support.

We are committed to providing you with high-quality embroidered shirts, hoodies, sweatshirts, and premium sweatshirts, and we appreciate your business. Your satisfaction is our priority, and we will do our best to ensure a hassle-free return or exchange experience.

Thank you for choosing cartiiva for your fashion needs!