Refund policy

Returns & Refunds Policy

At CARE, we want our customers to be satisfied with their purchases. We are committed to providing quality products and ensuring that our customers are treated fairly.

This Returns & Refunds Policy applies to purchases made through our online store in both Australia and New Zealand.

1. General Returns Policy

Change of Mind Returns

We understand that circumstances can change. However, we do not offer refunds or exchanges for change of mind, incorrect selection or simply deciding that you no longer want a product.

Hygiene Products (Condoms and Intimate Products)

For health and hygiene reasons:

* We cannot accept change-of-mind returns for opened condoms or other intimate products where the original packaging or hygiene seal has been opened.
* Unopened products in their original, sealed packaging may be considered for return at our discretion.
* This restriction does not affect your rights under applicable consumer protection laws if a product is faulty, defective or otherwise fails to meet consumer guarantees.

2. Faulty or Defective Products

If you receive a product that is faulty, damaged, defective or does not perform as reasonably expected, please contact us.

Depending on the nature and severity of the issue, you may be entitled to a repair, replacement or refund under the applicable consumer protection legislation.

Our obligations include:

Australia

Purchases made by Australian customers are protected under the Australian Consumer Law (ACL), including its consumer guarantees.

New Zealand

Purchases made by New Zealand customers are protected under the Consumer Guarantees Act 1993 (CGA).

These statutory rights apply regardless of any manufacturer’s warranty or the timeframe specified in this policy.

3. Warranty Policy

In addition to your rights under applicable consumer protection laws, CARE offers a voluntary 12-month warranty against manufacturing defects from the date of purchase.

To make a warranty claim:

* Proof of purchase is required.
* The product must have a manufacturing defect or fault.
* The issue must not have resulted from misuse, accidental damage or failure to follow the product instructions.

Depending on the circumstances, we may offer a repair, replacement or refund in accordance with the applicable consumer protection laws and warranty terms.

Important: The 12-month warranty does not limit or replace your rights under the Australian Consumer Law or New Zealand Consumer Guarantees Act. You may have rights beyond the 12-month warranty period.

4. How to Make a Return or Warranty Claim

If you believe your product is faulty or defective, please contact our customer service team.

Email: care.anz@carelatex.com

Please include the following information:

* Full name and contact details.
* Order number or invoice number.
* Product name and quantity.
* Description of the fault or issue.
* Supporting photographs or videos, where applicable.
* Product batch number and expiry date, where applicable.

Our team will review your request and advise you of the next steps.

Please do not send products back until you have received return instructions from our customer service team.

5. Product Assessment and Return Process

Depending on the nature of the complaint, we may request additional information or arrange for the product to be returned for assessment.

For hygiene and safety reasons, customers should not return opened intimate products without first receiving instructions from our customer service team.

Where a product is confirmed to be faulty, we will provide an appropriate remedy in accordance with applicable consumer protection laws.

We aim to process approved returns and warranty claims within 7 working days of receiving the returned product or all necessary information.

6. Return Shipping Costs

Change of Mind Returns

Where we agree to accept a change-of-mind return, the customer is responsible for the return shipping costs.

Faulty or Defective Products

Where a product is confirmed to be faulty or defective, reasonable return shipping costs will be reimbursed where required under applicable consumer protection laws.

Where a replacement is approved, the replacement product will be dispatched at no additional charge.

7. Hygiene and Product Safety

For your health and safety, always follow the instructions supplied with our products.

Products should be stored and used in accordance with the manufacturer’s recommendations.

Any product damage resulting from misuse, improper storage or failure to follow the supplied instructions may not be covered by our voluntary warranty.

This does not affect any statutory consumer rights that may apply.

8. Refunds and Replacements

Where a refund is approved, it will generally be processed using the original payment method.

Depending on the nature of the product issue and applicable consumer protection laws, an appropriate remedy may include:

* Repair of the product.
* Replacement with an identical product.
* Refund of the purchase price.

Store credit or an alternative product may also be offered where appropriate and agreed to by the customer.

9. Contact Us

For all returns, refunds, warranty claims or product enquiries, please contact:

CARE Customer Service

Email: care.anz@carelatex.com

We aim to respond to all enquiries within 3 working days.

10. Your Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under applicable consumer protection legislation.

For Australian customers, this includes the Australian Consumer Law.

For New Zealand customers, this includes the Consumer Guarantees Act 1993.

Where any provision of this policy conflicts with applicable consumer protection legislation, the relevant statutory rights will prevail.