Returns & Exchanges

Please carefully read through this returns policy as you are agreeing to this when you make a purchase from our website. Remember that our returns policy is in addition to, and does not exclude any of, your rights under Consumer Law.  

For underwear, you must follow our wash and care instructions to get the maximum lifetime of use from our garments.

First Pair Guarantee

A first-time/new customer can make a claim on 1(one) used product purchased in the first order if you are unsatisfied with this product, as part of our First Pair Guarantee. 

You are not required to return the 1 (one) product you are claiming.

To claim your First Pair Guarantee, please kindly contact our customer experience team by email at customer@carerspk.com.

You will be refunded or credited for the price you paid when purchasing the item. Shipping costs are NOT eligible for credit or refund with our First Pair Guarantee for changes of mind - only for products that are faulty, or not fit for purpose.

Items included in our First Pair Guarantee:  

• Incontinence underwear
• Period underwear
• Items in the above categories purchased with a discount or promotional code, or during a limited-time sale.

First Pair Guarantee and multiple pairs purchase

If you purchase a bundle pack as a first-time customer, please just try 1 pair before opening the remaining pairs. only 1 used product is eligible for a refund. All other items must comply with our change of mind or faulty/not fit for purpose returns policy to be eligible for a return.

Exchange For A New Size

If you find that the pair of underwear you've tried on doesn't fit as expected, don't worry! Contact our customer experience team by email at customer@carerspk.com within 60 days from the day you receive your package and we will send you ONE replacement pair in your correct size. (You can keep the pair you've tried on; we don't want it back)

Ordered More Than One Pair?
Exchange Your Unopened Pairs for the Right Size. If you ordered multiple pairs and they are unopened, we are happy to exchange them for the right size. Please get in touch with us to arrange the exchange.

Change Of Mind Returns

We offer a product exchange or refund should you change your mind regarding your purchase. To request a return, please reach out to us to obtain the appropriate return address. We kindly request that you refrain from returning items to the address on the package independently. Orders that have not been prearranged for returns with our team in advance will not be processed. Conditions you must comply with in order to be able to exchange your product purchase or receive a refund are stated below:

Products must be returned within 60 days of receiving the product  

The product must be in unopened and in original condition

In order to receive an exchange or refund for your return, you will need to pay for the eligible items to be returned to our warehouse at your own expense.  

Change of mind returns must be requested through our customer team.

CARER recommends that you use a tracked postage service when returning items as we cannot be held responsible for lost or missing parcels.

Depending on where you live, processing timeframes may vary; Please allow up to 10 working days.

Clearance Items

For items that are on clearance, no change of mind returns are allowed. Returns are only allowed if the product is faulty, not fit for purpose.

Faulty Items

A refund, replacement or credit will be offered for product/s deemed faulty, not fit for purpose, or do not match the description.

Please contact our customer experience team by email at customer@carerspk.com so we can assess, investigate and resolve this issue for you.   

Please provide our Customer Experience team with the following information:   

• Your order number  
• The name of the affected item(s)  
• The batch number of each item (only for underwear, located on the garment care label)  
• A photo of the fault/s OR description as to how the product is not fit for purpose or description how the product does not match the description

If applying for multiple faults, you will be required to provide a photo of all items and their faults in one photo so that we can clearly identify the issue.

Our CARER customer experience team may require you to send back your products for inspection, and it is recommended you use a tracked postage service when returning items as we cannot be held responsible for lost or missing parcels.   

We will cover the cost of shipping to replace products that are faulty. Requests must be submitted to our customer experience team by email at customer@carerspk.com.

Imperfect And Seconds Items

If an item has been marked as ‘imperfect’ or as a ‘seconds’ item this sale is final meaning and under no circumstances can returns, exchanges or refunds be accommodated.

Gift Cards/Vouchers

No refunds will be provided to purchased gift cards.