Hugo Frosch Hot Water Bottle Pillow – Warm & Cozy

Exchange & Return Policy

At Cart / JoCell, your trust matters to us. We work exclusively with the official authorized agents and distributors in Jordan, and we act as your trusted intermediary to protect your rights on every purchase. This page explains everything you need to know about exchanges and returns clearly and transparently, so you can shop with complete confidence.

Quick Summary

1. Exchange Policy

1. Governed by the agent's warranty. Exchanges are governed primarily by the warranty period approved by the official, authorized agent of the product in the Jordanian market exclusively.
2. Warranty duration. The warranty period varies from one agent to another according to their policy, and typically ranges between 12 and 24 months, depending on the product, the agent, and their terms.
3. Misuse is not covered. Misuse — such as breakage, exposure to liquids (water or similar), or comparable damage — is not covered by warranty, is considered out of warranty, and falls under paid maintenance. If any parts need to be changed or replaced at an additional cost, the customer is notified first, and the replacement proceeds only with the customer's approval.
4. Coverage area. Warranty and guarantee coverage applies only within the territory of the Hashemite Kingdom of Jordan.
5. Processing time. The exchange process usually takes a minimum of 48 hours and up to 7 business days, depending on the agent's approved policy. Cart Jordan acts as an intermediary to transport the product from the customer to the agent. You may request the agent's official contact details to reach them directly.
6. Delivery fee. A delivery fee of 2.5 JOD usually applies for collecting and exchanging the product. This is a delivery cost paid to a third-party courier that Cart Jordan works with.
7. Inspection by the agent. Some products require inspection by the maintenance department of the product's agent. Therefore, the product must be officially delivered from the customer to the agent. Cart Jordan bears no responsibility if the customer refuses to have the product collected and delivered to the agent's maintenance department, as this is the process required by the authorized agent.
8. Original accessories. For exchanges, it is preferable that the product includes its original items such as cables, chargers, and the box. Some agents may refuse the exchange if the accompanying parts are missing.
9. Photo verification. Cart Jordan reserves the right to request full photos of the product and its box from all sides and angles before confirming the exchange request with the customer, to verify its condition. Otherwise, the exchange request cannot be accepted — especially if the product shows defects, problems, breakage, or even cracks in the box or outer packaging, as this is considered product misuse.
10. Credit via "Jazdan". Any credit resulting from exchange operations in the customer's favor is added directly to the customer's balance on the website through Cart Jordan's approved e-wallet "Jazdan", and can be used on future orders.
11. Unavailable product. If the product to be exchanged is unavailable, the customer has the right to request its replacement with another product from a different company, provided it matches the specifications, or the Cart Jordan team may suggest an alternative product. This is because some products may have been completely discontinued by the parent manufacturer, or their agent may have stopped importing them into the Jordanian market. The customer bears full responsibility if they reject the offered alternative.

2. Return Policy

The customer has the right to request a product return only in the following cases:

1. Not as described. The product does not match the specifications displayed on the Cart Jordan website / app.
2. Wrong product. A completely different product was delivered than the one ordered.
3. Defect on opening. Upon opening the product box, a problem, defect, breakage, or a shortage in the accessories or included parts is found — provided this is proven through a recorded video.
4. Fully sealed. The product is fully sealed in its original condition, unopened from the outer packaging, from the edges, or from the packaging approved by each company or brand.

Additional return terms:

1. Time window. In any of the cases above, the customer may request a return within a maximum period of 7 days only from the date the order was delivered.
2. Not suitable after receipt. The customer is not entitled to submit a return request if the product simply does not suit them after receipt. In this case they are entitled to an exchange with another product similar in specifications or function, subject to all return conditions. Any condition not met means the request cannot be accepted.
3. Refund method. Cart Jordan reserves the right to determine the refund method: either by depositing the order value directly into the customer's "Jazdan" wallet, or by transferring it through e-wallets. Please note that transfers to e-wallets usually take 5 to 7 business days, taking holidays into account should they coincide with the request; holiday days are not counted within this period.
4. Proof required. The customer must provide a clear video of the product to be returned, showing every detail and confirming it is in its original condition from all angles, along with at least 8 to 10 photos plus a clearly resolved video.
5. Collection time & fee. The collection process usually takes between 48 and 72 hours from the date the return request is submitted, taking into account any official holiday or weekend break (which is not counted within this period). Please note that 2.5 JOD will be deducted in lieu of the delivery service for collecting the product from the customer and delivering it to the product's agent. If the customer does not accept this, the return request cannot be executed.

3. Cart Jordan's Role as an Intermediary

Cart Jordan acts as a trusted link between you and the official authorized agent. We handle the collection and transportation of your product to and from the agent, follow up on your request, and keep you informed. However, the final technical decision (repair, replacement, or rejection due to misuse) rests with the authorized agent according to their approved policy. Upon request, we will always provide you with the agent's official contact details so you can communicate with them directly.

4. Products That Cannot Be Exchanged or Returned

For hygiene, safety, and security reasons, the following products are not eligible for exchange or return under any circumstances (except for a proven manufacturing defect upon first use, where applicable by the agent):

1. Laptops
2. Electronic discs
3. Flash memory (USB drives)
4. External hard drives
5. Skincare products and personal-care products, or any product that touches human skin in any form, place, or position
6. Electronic cards of all types, categories, and forms
7. Personal clothing / intimate apparel
8. Dietary supplements, proteins, vitamins, or any product of a similar classification or category

5. General Terms

1. Amendments. Cart Jordan reserves the right to update or amend this policy at any time. The version published on this page is the one in effect.
2. Governing law. These terms are governed by the laws of the Hashemite Kingdom of Jordan.
3. Force majeure. In cases of force majeure or circumstances beyond our reasonable control, the timeframes mentioned here may be adjusted, and we will keep you informed.