Refund policy

Last updated: September 20, 2026

1. Return period and eligibility

You may request a return within 30 calendar days of receiving your order. Eligible items must be unused, in the same condition as received and in their original packaging.

2. Request a return first

Email info@candacare.com with your order number and reason for returning the item before sending anything back. We will provide the return instructions and correct return address. Returns sent without approval or to an incorrect address may be refused. Our company address is not automatically the return address.

3. Return shipping

Customers pay return shipping unless the item is incorrect, defective or damaged because of an error on our part. We recommend a tracked return service.

4. Damaged, defective or incorrect items

Please contact us within 5 business days of receipt and include clear photos of the product, packaging and shipping label. After reviewing the issue, we will explain the available replacement or refund options. This reporting request does not limit your mandatory consumer rights.

5. Items not eligible for a change-of-mind return

Opened health, beauty or hygiene products, gift cards, personalized items and made-to-order items cannot be returned for a change of mind. This does not affect remedies for items that arrive defective or damaged, or rights that apply under law.

6. Refunds

After we receive and inspect your return, we will notify you of our decision. Approved refunds are issued to the original payment method. Please allow up to 5 business days after approval for us to process the refund, plus any additional processing time required by your bank or payment provider.

7. Your rights

Nothing in this policy excludes or limits mandatory consumer rights.

8. Contact

CandaCare is operated by CR ENTERPRISE LIMITED.
Unit 2A, 17/F, Glenealy Tower, No. 1 Glenealy, Central, Hong Kong SAR, China.
Email: info@candacare.com