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Return & Exchanges

Return & Exchanges Policy

Last Updated: October 23, 2026

At CARENOSZ-HK, customer satisfaction is important to us. We strive to provide quality products and a reliable shopping experience. If you are not completely satisfied with your purchase, please review our Return & Exchanges Policy below.

1. Return Eligibility

We accept eligible return requests within 30 days of receiving your order.

To qualify for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned with its original packaging, tags, and accessories, where applicable.

  • Proof of purchase or an order number must be provided.

  • The return request must be submitted within 30 days of delivery.

Items that do not meet these conditions may not be eligible for a refund or exchange.

2. Non-Returnable Items

For hygiene, safety, and product-specific reasons, certain items may not be eligible for return, including:

  • Personalized or customized products

  • Used, damaged, or altered items

  • Personal care and hygiene products that have been opened

  • Gift cards

  • Items marked as final sale, where permitted by applicable law

These exclusions do not affect any rights you may have under applicable consumer protection laws.

3. How to Request a Return

To initiate a return, please contact our customer support team at sasali@carenosz.com.

Please include the following information:

  • Your full name

  • Your order number

  • The item(s) you wish to return

  • The reason for your return

  • Photos of the product if it is damaged, defective, or incorrect

Our customer service team will review your request and provide further instructions.

Please do not send items back without contacting us first. The return shipping address will be provided after your return request has been approved.

4. Exchanges

We accept exchange requests for eligible items within 30 days of delivery, subject to product availability.

If you receive an incorrect, damaged, or defective product, please contact us with photos and your order details.

If the requested replacement is unavailable, we will discuss alternative options, including a refund where applicable.

5. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at sasali@carenosz.com.

Please provide your order number, a description of the issue, and clear photographs when possible.

After reviewing the issue, we will offer an appropriate solution, which may include a replacement, exchange, or refund.

For confirmed errors on our part, we will cover reasonable return shipping costs where a return is required.

6. Refund Process

Once we receive and inspect your returned item, we will notify you of the refund approval or rejection.

If approved:

  • Your refund will be issued to the original payment method.

  • We aim to process approved refunds within 5–10 business days.

  • Additional processing time may be required by your bank or payment provider.

Original shipping charges are generally non-refundable for voluntary returns unless otherwise required by law or agreed upon by our customer service team.

7. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or personal preference, customers are generally responsible for return shipping costs.

If the return is caused by a defective, damaged, or incorrect item, CARENOSZ-HK will cover reasonable return shipping costs where applicable.

We recommend using a trackable shipping service when returning products.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at sasali@carenosz.com.

We will make reasonable efforts to accommodate cancellation requests before an order has been shipped.

Once an order has been dispatched, cancellation may no longer be possible. You may request a return after receiving the order, subject to this policy.

9. Late or Missing Refunds

If you have not received an approved refund, please:

  1. Check your bank account or original payment method.

  2. Contact your payment provider, as processing times may vary.

  3. Contact your bank for additional information.

  4. If the refund is still missing, email us at sasali@carenosz.com.

We will assist you in reviewing the refund status.

10. Changes to This Policy

CARENOSZ-HK reserves the right to update this Return & Exchanges Policy when necessary.

Any changes will be published on this page. Your statutory consumer rights will not be affected by these updates.

11. Contact Information

For any questions regarding returns, exchanges, or refunds, please contact us.

Company Name: CARENOSZ (HONG KONG) CO., LIMITED

Website: https://carenosz.com

Email: sasali@carenosz.com

Business Address:

UNIT 903D, 9/F, CAMERON COMMERCIAL CENTRE, 458-468 HENNESSY ROAD, CAUSEWAY BAY, HONG KONG

Thank you for shopping with CARENOSZ-HK. We appreciate your trust and are committed to providing a positive shopping experience.