If you're not satisfied with your first purchase of one product, we’ll make it right by issuing a refund or exchanging the product, even if it has been worn. Just Contact Us with your order number or receipt and let us know whether you'd prefer an exchange for something more comfortable (in the same undergarment category), a correct size or a refund.

Want a refund?

We understand that your satisfaction is our priority. With our First Pair Guarantee, you can enjoy peace of mind in your purchase.
The main purpose of this policy is to allow customers to request a refund from the day you receive your package, without the need to return the product.

• Claim on 1(one) used product

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.

You will be refunded 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 which are faulty, not fit for purpose or which do not match their description.

• First Pair Guarantee and multiple pairs purchase

If you purchase multiple pairs 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.

To claim your First Pair Guarantee, please contact our customer experience team by email at [email protected] with the following information:

• Order number
• Reason

Exchange

We also understand that online shopping comes with some uncertainty. We want you to be completely satisfied with your purchase — that's why we offer a First Pair Guarantee. Place your first order stress-free and ensure the perfect fit.

Here's how our First Pair Guarantee works:

1. Review Our Size Chart and Place Your Order

Before placing your order, be sure to consult our size charts to select the right size. We want to ensure you get the perfect fit from the start.

2.Try on ONE Pair

Once your order arrives, try on ONE pair to see if it's a perfect fit. This will help you decide if you need to size up or size down.

3. Not the right fit? No worries!

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

4. 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.

To enjoy First Pair Guarantee, please contact our customer experience team by email at [email protected] with the following information:

• Order number
• Waist Measurement
• Preferred Size for Exchange

Eligible Items:

Items included in our First Pair Guarantee:

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

Items excluded from our Trial Period Assurance:

Accessories
Postpartum Mesh Underwear

Important Notes:

• Customers are responsible for return shipping costs unless the return is due to a product defect or error on our part.
• Our First Pair Guarantee starts from the day you receive your package.
• We will replace or refund ONE pair of opened underwear per order only.
• We cannot accept the return or exchange of worn underwear for hygiene and health reasons.
• When contacting us, please have your order number ready for a smooth and efficient process.
• Our First Pair Guarantee is only valid for purchases made directly through our website carerspk.com. Please refer to the stockist or wholesaler return policy if purchasing elsewhere.
• We reserve the right to refuse any returns or exchanges that show signs of wear or don't meet above requirements.