Refund policy

Refund & Returns Policy

1. Returns window

You have 30 days from the delivery date to request a return on merchandise.

2. Condition

Items must be unworn, unwashed, undamaged, and returned with all original tags and packaging intact. We may refuse or reduce a refund for items returned outside this condition.

3. Items we cannot accept back

  • Swimwear, underwear and other intimate apparel where the hygiene seal has been removed.
  • Pierced jewellery.
  • Items marked "final sale" at the time of purchase.
  • Gift cards and store credit.

4. How to start a return

Email support@carenae.com or call +1 (330) 599-6177 with your order number. We reply with return instructions and an address. Please do not send items back before contacting us — unannounced returns may not be traceable to your order.

5. Return shipping costs

  • If the item is faulty, damaged, or not what you ordered, we pay return shipping.
  • For change-of-mind returns, you pay return shipping. Outbound US delivery is free, so there is no outbound postage to refund.

6. Refund timing

Once your return arrives and passes inspection, we process the refund within 5 business days to your original payment method. Your bank or card issuer may take a further 5–10 business days to post it.

7. Refunds on items bought with store credit

Where an order was paid for wholly or partly with monthly membership credit, the credit portion is not refunded as cash. Because that credit expires at the end of its billing cycle, it cannot be reissued after expiry.

8. Membership fee refunds

  • The current month's $29.99 fee may be refunded if you contact us within 14 days of that charge and you have not placed an order at VIP pricing or spent store credit during that cycle.
  • Where member benefits have been used during the cycle, that month's fee is non-refundable.
  • Previous months' fees are not refundable, but you can cancel at any time to stop all future charges. See the VIP Membership Terms.

9. Faulty goods

Nothing in this policy limits your statutory rights in respect of faulty or misdescribed goods.

ROBERTO CREATIONS LLC
3533 Olde Winter Trl, Poland, OH 44514, United States
Telephone: +1 (330) 599-6177
Email: support@carenae.com

Carenae is a trading name of ROBERTO CREATIONS LLC.