WE MAKE RETURNS EASY

We will happily accept returns by mail within 30 days of receiving your order. Simply send us an email with your order number at support@caretilly.com and we will send you a prepaid return label subject to the conditions below.

If you would like to cancel your order or change your shipping address, please email us at support@caretilly.com within one hour of placing your order. We will do our best to accommodate changes if the order has not been shipped out yet, but cannot make any guarantees. 

We will happily provide refunds or store credit for returned items that follow our Return Procedure below.  

RETURN PROCEDURE - HOW TO RETURN ITEMS

You may return your item(s) for any reason within 30 days of receiving your order.  Skincare products purchased on a one-time basis (such as serums and gels) must be unopened in order to be eligible for a refund.  Subscription products may be cancelled any time, but are not refundable (see Subscription policy below). 

Returns must be initiated by contacting support@caretilly.com with your order number and reason for return (including photos or video of any defects). Please return the item(s) in the original packaging. 

Once your return is accepted, we’ll send you a prepaid return shipping label, as well as instructions. Item(s) must be shipped out within 3 days of receipt of your return label.  A fee of $12.50 for return shipping and $2.50 for processing will be deducted from your refund, unless you follow the procedure for Damaged or Defective Items below.

You can always contact us for any return question at support@caretilly.com.

DAMAGED OR DEFECTIVE ITEMS

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Damaged or defective items must be reported to us within 7 days of receiving the item by emailing a video of the defective item to support@caretilly.com with your order number.  We will then send you a prepaid return shipping label and your item(s) must be shipped out within 3 days of receipt of your return label. We will ship you a replacement as soon as we receive your return.

Items that are reported damaged or defective more than 7 days after receipt will have a fee of $12.50 for return shipping and $2.50 for processing deducted from the refund.

WARRANTY

We offer a 1-year limited warranty on the Caretilly™ only.  In order to receive the warranty you must register your device within 30 days of receiving your order, by submitting this form.

EXCHANGES

We will happily work to accommodate an exchange depending on product availability.  Simply email us at support@caretilly.com to get started.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please allow up to 10 business days for the processing of returns from the time we receive your returned item.  If your refund is approved, you’ll be automatically refunded on your original payment method and you will receive an email notification. 

Please remember it can take some time for your bank or credit card company to process and post the refund too.  All refunds will be processed using the original form of payment.

SUBSCRIPTIONS

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.  Your payment details will be stored securely and you'll be charged for each of these deliveries. 

If you want to cancel or change your subscription, you can do it at any time.  Your order confirmation emails have links to your order.  You can manage your subscription from there. 

You may cancel your subscription at any time to end future payments and deliveries.  However, subscription products that have already been delivered are non-refundable.