Frequently Asked Questions
This Agreement was last modified on 18th february 2016
For Buyers (FAQs)
Most Popular Questions
Yes. Please show your national ID card to the delivery person or the attendant at the pick-up center. The ID can be your Voter Card, Driver’s License, or Passport.
Yes, please ensure that your representative has the order tracking number and a valid copy of your national ID card along with a signed authorization letter or a copy of your order confirmation email.
Yes. Please ensure your representative has your tracking number. Note that our buyer protection policy protects only buyers who make payment through the secure payment methods provided on the Mycarthouse.com checkout pages, even when your seller agrees to be paid on delivery. Payment of cash on delivery is strongly discouraged and at the buyer’s own risk.
Yes, you can. The seller will refund the cost of your purchase following our return and refund policy.
MyCarthouse cancellation policy allows you to cancel your order before it is shipped out from the seller’s warehouse. To do that, go to the “Orders” section in your account dashboard and click on the order you’d like to submit a cancellation request for. Note that if the “Cancel” button is disabled it means that your order cannot be canceled any longer.
Payment may be made before packages are opened. Moreover, you can always return your item(s) within the returns timeline following our return and refund policy.
Yes, we are dedicated to offering our customers only 100% genuine and original products. We also have in place all the necessary measures to detect and ensure that any seller suspected of selling fake products is immediately investigated, and delisted from MyCarthouse.com if found culpable. Please use our report abuse system to report any seller you suspect is selling counterfeit or fraudulent products. We take such reports very seriously.
You can choose from the many secure payment methods available on MyCarthouse.com. Please find below the list of available payment methods:
Mobile Money (MTN, Vodafone, AirtelTigo)
Credit/Debit Card (Visa, Mastercard)
Bank Transfer (only to a MyCarthouse bank account)
You will be required to select your preferred payment option at checkout. Do not hesitate to contact our Customer Service for assistance if you have any difficulty.
You may receive items in your order separately because they may be sold by different sellers and may be shipped at different times. However, all sellers do their very best to ensure a fast delivery experience. They will make sure that your products are delivered within the agreed delivery period.
You will only need an account to enable you to place an order and manage the ordering process. Opening an account is easy. All you’ll need is an email address and your personal information, and you’ll be done within a minute.
Buying on MyCarthouse.com is easy! See the steps involved on the How to Order page.
Once your order is placed, we will automatically confirm it by notifying you via Email. The seller may call you for further confirmation where there is a need for more details. Please note that this confirmation is a mandatory step before your order is shipped. If you are not sure whether your order has been confirmed or not, please contact the seller directly, or reach us at support@mycarthouse.com a few hours after your order placement.
Step 1: Submit your return request online
Go to “Orders” in your account dashboard and click on the product you’d like to return to create an online return.
Step 2: Pack your product
All items must be returned in their original packaging. Include all tags, accessories, or gifts which you received.
Step 3: Return your product
Please consult with the seller to make the return-shipping arrangements to ensure that there are no problems with the shipping process. Read more about returns in our return and refund policy.
Returns due to change of mind will not be accepted for certain categories of products bought on MyCarthouse. Products in the categories of health, beauty, body care, food products, underwear, and subscription services on MyCarthouse.com cannot be returned because of a change of mind. Cancellation of services that are already being executed will be pro-rated by the seller and the executed part paid for as per MyCarthouse guidelines where the cancellation is due to a change of mind rather than a defect in the service being executed.
There are no hidden costs or charges when you order from MyCarthouse. All costs including shipping charges will be visible at the end of your checkout process.
The seller will send you regular updates about the status of your order via emails, chat, or telephone. Once your order has left the seller’s warehouse, you can track its status by entering its details on the Track your Order page.
Please read About Us
MyCarthouse offers 14-days free extra protection for buyers starting from the agreed delivery date, in case there was something wrong with the product quality, quantity, or delivery. Please read our buyer protection and trade assurance policy. Buyers can also return their products and request a refund following our return and refund policy.
Products sold on MyCarthouse.com may come with an extra warranty from their manufacturers or producers per consumer protection law. Please feel free to contact the seller to activate this.
Once the seller receives your returned item, they will inspect it and process your refund following the return and refund policy. You will receive your money back within 30 days depending on the payment method that you used.
MyCarthouse works with sellers to ensure that all products covered are:
Legal,
Authentic/original
Delivered in perfect condition (no tear, leak, dent, etc.)
Covered by our return and refund policy
MyCarthouse offers 14-days of easy return, allowing you to return a product within 14 days from the item’s agreed delivery date. Please ensure that your return meets our return conditions. See return policy. Returns due to change of mind will not be accepted for certain categories of products bought on MyCarthouse. Products in the categories of health, beauty, body care, food products, underwear, and subscription services on MyCarthouse.com cannot be returned because of a change of mind. Cancellation of services that are already being executed will be pro-rated by the seller and the executed part paid for as per MyCarthouse guidelines where the cancellation is due to a change of mind rather than a defect in the service being executed.
Though sellers may offer free shipping for certain items on promotion, you will generally have to pay shipping fees based on your location. The exact amount involved will be visible to you at checkout.
OTHER QUESTIONS: GROUPED BY TOPIC
- Products and Prices
It is advised that you check what other customers have said about a product before you buy it. Simply click or tap on the product to read its description and reviews. Please note that reviews may not be available for products that are new on the MyCarthouse marketplace.
In most cases, MyCarthouse works with sellers to offer completely new and unused products for sale. Products that are not completely new will be described as such in its description as is usually the case with refurbished products.
For further information, please contact us
You can start by clicking on a category name from the category menu on the left side of the website. This displays all the products we have within that category. Alternatively, if you know what you are looking for, simply type the name of the product or brand in our search bar at the top of the page and click “Search”.
Prices on MyCarthouse may be negotiable if you are buying at wholesale. Please contact the seller to discuss prices and get a quotation based on your requirement.
Some of our products are offered by different sellers. This allows you to choose your preferred offer.
If a product is sold by different sellers, you will find the alternative prices of other sellers on the product page.
Free installation is not offered unless specified in the product description. Be sure to check the product description to know whether installations are included in the offer. In case of doubt, do not hesitate to contact the seller directly.
MyCarthouse allows you to return your product within 14 days starting from the agreed delivery date. See return policy. Note that not all product categories are eligible for this. If you have a warranty on your product, potential issues may be covered under the warranty even after our 14 days assurance. Please check with the seller before you place your order if you are not sure the product comes with a warranty.
You can claim the warranty by presenting your product and the warranty card at an authorized service center of the Seller. Do not hesitate to contact us for the contact information of the service center. Please note that warranties are covered by Sellers. As a result, different sellers may offer different warranties for each product.
Please refer to the manufacturer (or service center) details on the warranty card included with your product. If there is no warranty card, please check the user manual or product packaging for more details. You can also contact the seller directly or check the product page on MyCarthouse.com and look for warranty/service center information in the ‘description’ tab. Do not hesitate to contact us so we can help you resolve any issue you may have.
Warranty terms for products may change over time. But you will still be entitled to the terms listed on the warranty card at the time of your purchase.
Please contact your seller directly to resolve this. Where that fails, you can always reach our support team so we can help you to resolve the issue.
Please contact your seller directly to resolve this. Where that fails, you can always reach our support team so we can help you to resolve the issue.
The warranty for your product should start from the date of the order. Please contact your seller if this is not the case.
Please always follow the instructions written on the warranty card provided by the brand.
Warranty terms for a product may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.
Even if you’ve lost your warranty card, you can still claim the warranty by presenting your proof of purchase/invoice at any authorized service center of the seller.
- Orders
We’ll send you an email once your order has been confirmed. Please be checking your inbox as well as your junk mailbox for your order confirmation email.
Please contact our support team so that we can look into it and help you to resolve the issue.
We work with sellers who do their best to get your orders delivered by the date listed on the product page.
We work with sellers who do their best to deliver on time. If in some exceptional cases sellers anticipate a delay in their delivery, they will inform you ahead of the deadline. Where that does not happen, please contact the seller directly as soon as the delivery date is due, and resolve the matter following our buyer protection and trade assurance policy.
If you are having trouble placing products in your cart, please make sure that you have made all the necessary size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out.
In addition to the invoice that you will receive by email, a hard copy of the invoice may also be sent by the seller along with your order. Contact the seller directly to request a hardcopy or a scanned copy, if that should have been the case.
- Payments
At the end of the checkout process, choose “Credit/Debit Card” as your preferred payment option, and follow the steps to make your payment. Make sure that your bank has activated your card for online payments. MyCarthouse works with service providers that provide the utmost security for payments on our platform.
When you get to your checkout page, simply enter the gift card code in the voucher box and click apply.
There are no hidden charges when you make a purchase on MyCarthouse. The order amount is inclusive of all taxes and shipping charges. These will be shown to you at checkout.
Note: For international payment via Credit/Debit card you may be charged some extra fees such as a cross-border fee by your issuing bank as the payment processor may be based outside your country. For information on the exact charges please contact your issuing bank.
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customers’ details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we have reason to suspect that it is not authorized by the owner of the card.
If you experience trouble completing payment through debit/credit card, the first thing to do is to make sure that your card is activated for online payments and that you have enough funds to complete the transaction. Also, make sure there is no limit placed on your card that restricts your payments. Your bank can help you verify these details.
Note that, still, some cards may not be supported on MyCarthouse.com and may be declined. Remember that you can complete your order through direct bank transfer where the other payment methods do not work in your favor.
No, you can use only one payment method per order.
No, we do not offer payment in installments at the moment. You may discuss with your supplier to find out if they have any facility of such nature. Always make sure your payments are made through the secure payment methods on the website if you want to take advantage of our buyer protection and trade assurance policy.
Even though prices may be displayed in different currencies, payments are processed in the Ghanaian Cedi.
If your Gift Card value is less than the order amount, you will be asked to select an additional payment method to complete the payment.
The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the “Verified by VISA” and “MasterCard SecureCode” services.
The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the “Verified by VISA” and “MasterCard SecureCode” services.
A 3D secure password is an additional one-time password, that you will be asked to enter on the payments page. This password is known only to you and is sent to you via email or text. This ensures that only you can use your card for online purchases.
When paying with a Debit/Credit card on MyCarthouse.com, we will ask you for your 16-digit Card number, expiry date, and CVV (Card Verification Value)/SecureCode. Please note that MyCarthouse doesn’t save your card information (unless you tick the option to save your card information) or CVV information and you will be asked to enter it each time you purchase on MyCarthouse.com.
- Returns and Refund
Products can be returned only during the 14 days following the agreed delivery date, with the below conditions:
Condition A:
If the product is not as you expected/not as advertised. Then the product must be returned unused, in its original packaging, and with all seals & tags intact
Condition B:
If the product is damaged at arrival, defective, or is a counterfeit product; or
In the case of fashion products, if it is the wrong size or color, or type. The product must be returned in its original packaging. All accessories, tags, and gifts must also be returned.
You can initiate your return within 14 days after the agreed delivery date. For example, if your agreed delivery date is the 10th day of the month, then you will have until the 24th of the same month to request a return. See our return and refund policy for more information.
You can request a refund if:
You canceled a prepaid order
Your order took too long to arrive
You returned an order following MyCarthouse’s return and refund policy
You will usually get a refund via the same method of payment that you used when you placed your order.
Once your item has been retrieved, inspected, and approved by the seller, it may take up to 30 days to receive your refund depending on the method of payment that you used. In most cases we expect this to take just a few days.
If you requested a pick-up, we will send you a tracking number by SMS after the pickup has been arranged. Please don’t hesitate to contact support@mycarthouse.com , if any issues.
We apologize for the error. Please feel free to return any item that doesn’t match what you ordered. If you were not able to inspect and reject it at the point of delivery, kindly contact the seller directly and arrange for the return within the 14 days return period. See more information on our return and refund policy.
The refunded amount will include the delivery fees that you were charged only where the reason for the return is due to an error on the part of the seller. Customs fees/charges are not refundable.
Where the reason for the return is due to an error on the part of the seller, such as damaged or defective products, the return shipping charges paid by the buyer will be borne by the seller. However, where it is returned because the buyer no longer needs the item, the seller will not be required to pay the return shipping charges.
No, you do not have to return all the products in your order. You can return only the product that you have a problem with to its seller.
If your return is not cleared for a refund, then the seller will call you to explain the issue and send the item(s) back to you. Please always contact the seller before returning any item to them.
Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.
Returns may be possible after the 14 days’ return period only where the product is covered by a warranty. Please contact the seller directly to make such an arrangement.
Please, be assured that your card will be credited within the 30 days following the acceptance of your return. If this is not the case, contact support@mycarthouse.com.
Please, be assured that your card will be credited within the 30 days following the acceptance of your return. If this is not the case, contact support@mycarthouse.com.
You will have to return your product to the seller, within the 14 days from the agreed delivery date, and place a new order when your desired product becomes available. Please do not hesitate to contact other sellers of the desired product on MyCarthouse.com as well and buy from them.
The seller will contact you to discuss the return arrangements within 48 hours, once your return request has been logged. Please contact the seller directly if there are any delays. See our return and refund policy for more information.
Yes, all gifts must be returned to the seller as well.
Getting a replacement is just like buying a new product once the returned product has been accepted by the seller. Contact the seller to discuss shipping arrangements to ensure you receive it in the shortest possible time.
Once your product is received the seller will carry out the checks necessary to ensure that the returned item meets all the required conditions. Once your item has been accepted, you can expect a refund within 30 days depending on the method of payment that you used.
- Delivery
Delivery timelines vary depending on your city and your selected product. Please be informed that delivery timelines for products shipped from other countries are significantly longer than for products shipped locally. Shipping schedules are set by individual sellers so you may contact your supplier to discuss the shipping durations if you are not sure about it.
Yes, it can. Deliveries to the outskirts or outer parts of a state may take longer to arrive.
Sellers will usually send you regular updates about the status of your order via emails and SMS. After your order has left the seller’s warehouse and is on its way to you.
You can request for your order to be delivered to a different address within the same region or city before your order is shipped. Contact the seller for more information about this.
Where you want to change the shipping address to a different region or city, you will have to cancel and place a new order.
You should always refuse to accept any open packages, as sellers will not accept returns of electronics products where the seal is broken (unless for defective reasons). If you do accept such a package by mistake or find out it has been tampered with, please contact the seller immediately.
Please contact the seller to make further arrangements. The seller may attempt to deliver your order again for the next working day.
Yes, the seller’s delivery person or company will contact you to confirm your availability and exact location.
Delivery charges are the costs undertaken by sellers and their logistics partners to bring your ordered item(s) to your doorstep.
Estimated delivery times depend on the location of the seller. For example, a mobile phone shipping from Sunyani would have a different estimated delivery time for customers in Accra than a mobile phone shipping from Accra.
Items sourced from different sellers are shipped separately by their sellers to make sure that there is no delay in the fulfillment of your order. Be assured that you will get all your items within the delivery period stated on the product pages.
Yes! Your order can be delivered to any address which is convenient for you. Enter your preferred shipping address during checkout.
Please note that we will make 3 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.
Yes, this can be arranged with your seller. However, always insist on paying through the secure payment methods on the checkout page if you want to take advantage of our buyer protection and trade assurance policy.
Yes, sellers can deliver your products to any country of your choice provided such countries are covered by the seller.
Please contact the seller. The seller will help you replace your order at no extra cost if it was not due to an error on your part.
Please accept our apologies. Kindly contact the seller directly and complain so they can make things right.
- Account Login
Start by clicking/tapping the “My Account ” icon in the top right corner of your screen. You will see the option to register; upon which you will be asked to provide some basic information.
When you have provided the required information, click/tap “Register” to finish the sign-up process.
We will send you an email to welcome you to MyCarthouse.com.
Go to “My Account” and then to the “Login” section on your screen. Select “Lost your password?”.
Enter your registered email address and click/tap “Reset password”. Follow the instructions to set a new password.
To change the delivery or shipping address in your account:
Go to “My Account” then select “Addresses” in your dashboard. Click “Edit” in the top right corner of your current shipping address. Change your shipping address and select “Save address”.
To ensure your account security, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from your “My Account” dashboard.
Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.
To change your account password:
Go to “My Account” then select “Account details” in your dashboard. Enter your existing and new password information and click/tap “Save changes”.
Rather than deactivating your account, you can let it be and come back to us whenever you want. However, if you still want to deactivate your account please contact us at support@mycarthouse.com.
We will not deactivate your account unless you have requested that it is deactivated, or where you have gone against our policies and rules.
- Sales & Promos
You can start shopping as soon as the products are available on MyCarthouse.com.
Usually, there’s no restriction on the quantity of an item you can buy during a promotional event. However, sellers might put a limit on some items with high-demand so that everyone gets a chance to enjoy their amazing deals.
Sellers ensure that all items ordered during special events are delivered within the delivery schedule communicated on the product page. They may vary from the usual delivery timeline, so check the product page for updates on prevailing delivery schedules.