Washable Catheter Leg Bag Holder

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 on our site 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.

We recommend 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 service team at customer@carerspk.com so we can assess, investigate and resolve this issue for you.   

Please provide our customer service 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 customer service 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.

Contiguous United States Orders 

For orders over US$59, shipping within the US is free.

For orders under US$59, shipping within the US is US$10.

Please allow an estimated delivery time of 5~10 weekdays (items may take longer to get to you during busy periods and public holidays).  

Orders are sent via USPS tracked.  

Expedited shipping is available within the USA only for $25.59. Expedited orders will be shipped with expected delivery time of 3~5 weekdays for the continental US

International Orders 

For orders over US$59, shipping is free.

For orders under US$59, shipping is US$10.

Please allow an estimated delivery time of 10~25 weekdays (items may take longer to get to you during busy periods and public holidays).  

Notes:
1) Expedited Shipping is not available for P.O. Boxes and APO/FPO addresses.
2) Shipping Time does not include a 1~3 weekdays processing period required to process your order from the date your order is placed.
3) We will make every effort to deliver your package ASAP. However, additional time may be required due to invalid addresses and custom clearance issues.
4) If there is any shipping issue with your package, you must contact Customer Support within 90 days after your order was placed.

Due to the Corona Virus pandemic, delivery dates are not guaranteed.

Orders placed on Saturday and Sunday will be processed on the following Monday. Orders with Expedited Shipping will be processed and shipped the same day if received by 9 AM CST.

For international orders, import duties, taxes, and charges are not included in shipping cost. Please check and know your country's customs tax before you choose the shipping method. If you have other questions, please feel free to contact us by email email at customer@carerspk.com.