All new customers can make a claim on 1(one) product purchased in their first order. You are not required to return the 1 (one) product you are claiming under your 30 Day Risk Free Trial.  

To claim your 30 Day Risk Free Trial, please contact us via email at customer@carerspk.com with the following information about the products:
● Order number
● Reason

Please note: 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 30 Day Risk Free Trial.

Items included in our 30 Day Risk Free Trial:  

Full priced incontinence underwear 
Period underwear
Full priced items in the above categories purchased with a discount or promotional code 

Items excluded from our 30 Day Risk Free Trial:  
Accessories  

The following reasons may be used to invoke our 30 Day Risk-Free Trial: 
Incorrect size purchased   
Doesn't work for me (including leaking, too hard to use) 
Too big/too small   
Wrong item purchased   
Do not like style/size/colour/print    
Our 30 Day Risk Free trial is only valid for purchases made directly through our website carerspk.com. Please refer to the stockist or wholesaler return policy if purchasing elsewhere. 

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.

NEW USER - 30 DAY RISK-FREE TRIAL

A new user can make a claim on 1(one) used product purchased in the first order with CARER if you are unsatisfied with this product, as part of our 30 Day Risk-Free Trial.

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

To claim your 30 Day Risk-Free Trial, please kindly contact us 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 30 Day Risk-Free Trial for changes of mind - only for products that are faulty, or not fit for purpose.

Items included in our 30 Day Risk Free Trial:  

• Full priced incontinence underwear
• Period underwear
• Full priced items in the above categories purchased with a discount or promotional code  

30-day risk-free trial and bundle pack purchase

If you purchase a bundle pack as a first-time customer, 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.

CHANGE OF MIND RETURNS OR EXCHANGE FOR A NEW SIZE

We offer a product exchange or refund should you change your mind regarding your purchase or if you order the wrong size. 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 30 days of receiving the product  

The product must be in unopened and in original condition

In order to receive an exchange or credit 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 returns portal.

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.

SALE AND CLEARANCE ITEMS

For items that are on sale or 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 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 received through 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.