Refund policy
RETURN AND REFUND POLICY
Last Updated: 16 August 2026
At CAROL BEAUTY & HEALTH, we take immense pride in the quality and safety of our products. To ensure the highest safety and hygiene standards for all our customers, our return and refund policies are structured as follows:
1. RETURNS & REFUNDS POLICY (HYGIENE & SAFETY)
- All Sales Are Final: Due to the personal care nature of beauty and wellness products, we are unable to accept returns or exchanges for any items once they have been dispatched from our warehouse. This policy ensures that every item you receive is brand new, untampered with, and 100% safe for your skin.
- No Change of Mind: Because our products are curated and freshly prepared for each order, we do not accept cancellations, returns, or refunds for "change of mind" or buyer's remorse once an order has been processed.
2. DAMAGED OR DEFECTIVE ITEMS
We enforce strict quality control before shipping. However, if you receive a product that was damaged during transit or possesses a manufacturing defect:
- 7-Day Notification Window: Please contact our support team at support@carolbeautyhealth.com within seven (7) days of receiving your package.
- Evidence Required: You must provide clear photos of the damaged item and the original shipping packaging. While an unboxing video is not mandatory, providing one will highly expedite the review and verification of your claim.
- Complimentary Replacement: Once your claim is verified and approved, we will arrange a complimentary replacement product to be shipped to you at no additional cost. No monetary refunds will be issued for transit damages; a replacement will be provided.
3. SHIPPING & DELIVERY ISSUES
- Lost in Transit: If a package is officially confirmed as "Lost in Transit" by our postal carriers or shipping partners, we will issue a replacement to you immediately.
- Incorrect Address Disclaimer: Please double-check your shipping details at checkout. The Company cannot be held responsible or financially liable for orders delivered to an incorrect or incomplete address provided by the customer. No replacements or refunds will be granted in such instances.
4. ALLERGIC REACTIONS & SENSITIVITIES (EVIDENTIARY REQUIREMENTS)
We highly recommend reviewing our full ingredient list (產生成分表) prior to purchase. As everyone's skin chemistry is unique, a localized skin patch test must be performed before full application.
- Limitation of Liability Cap: In the rare event that an unexpected allergic reaction occurs, the Company’s maximum aggregate financial liability—including any medical expenses, refunds, or compensation—SHALL BE STRICTLY LIMITED TO THE LESSER OF: (a) Three (3) times the amount actually paid by you for the specific product causing the reaction, or (b) A maximum cap of USD $200.00.
- Mandatory Evidentiary Proofs for Compensation: To qualify for any review, refund, or maximum capped compensation of USD $200.00 under this section, the customer MUST strictly provide all of the following evidentiary proofs to support@carolbeautyhealth.com within thirty (30) days of delivery:
- Before & After Photographic Evidence: Clear, unedited, dated, and time-stamped photographs showing the customer's skin condition prior to using the product, and clear photographs of the active skin reaction/irritation after application.
- Official Medical Certificate: An official, signed medical diagnostic report or certificate from a fully licensed registered dermatologist or licensed medical practitioner in the customer’s jurisdiction, explicitly stating that the localized allergic reaction or dermatitis was directly and proximately caused by a specific active ingredient contained within the Company's product.
- Dispute Escalation & Final Jurisdiction: If you reject our maximum good-faith settlement of USD $200.00 and wish to pursue further legal remedies, you are legally bound by the dispute escalation terms in our primary Legal Notice:
- US/Canada Residents: Disputes must be resolved exclusively via individual, virtual binding arbitration under the American Arbitration Association (AAA). You expressly waive your right to file a public court lawsuit.
- All Other Regions & Fallback: Any remaining legal action or proceeding shall be brought exclusively in the courts of the Hong Kong Special Administrative Region (HKSAR), and shall be governed exclusively by the laws of Hong Kong.
5. SUBSCRIPTION & FEES
- Non-Refundable Renewals: Any recurring subscription fees or digital services are non-refundable once processed.
- Cancellation Policy: You must manage your account settings to cancel future billings at least twenty-four (24) hours before your scheduled renewal date. Cancellations requested after the renewal charge has been processed will apply only to the subsequent billing cycle.
6. CONTACT US
For any questions regarding your order, policy terms, or support requests, please reach out to our dedicated compliance team:
- Email: support@carolbeautyhealth.com
- Response Time: Within 24-48 business hours (excluding weekends and Hong Kong public holidays).