Refund policy
Refunds & Returns Policy
Last Updated: October 2025
At Caratfill, we pride ourselves on providing high-quality products and exceptional service.
If you are not completely satisfied with your purchase, please review our policy below.
1. Eligibility for Returns
Due to the nature of our products, we can only accept returns for items that meet all of the following conditions:
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The item is unused, unopened, and in its original sealed packaging.
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The return request is made within 14 days of delivery.
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You provide proof of purchase (order number or receipt).
We cannot accept returns for:
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Sterile or injectable products once opened or unsealed.
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Cosmetic, dermal filler, or medical-grade items that have been used or tampered with.
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Sale or clearance items, unless they arrive damaged or faulty.
2. How to Request a Return
To initiate a return, please email us at info@caratfill.co.uk with:
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Your order number
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The item(s) you wish to return
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The reason for the return
Once your request is reviewed, our team will provide a Return Authorisation and return instructions.
Please do not send any items back without prior approval.
3. Return Shipping
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Customers are responsible for the cost of return postage, unless the item is faulty or we made an error.
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We recommend using a tracked delivery service to ensure your return reaches us safely.
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Returned items remain your responsibility until received and inspected by our team.
4. Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved.
Approved refunds will be processed within 5–10 working days to your original payment method.
Refunds will exclude original shipping costs, unless the item was faulty or sent in error.
5. Damaged or Faulty Items
If your order arrives damaged, faulty, or incorrect, please notify us within 48 hours of delivery at info@caratfill.co.uk.
Please include:
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Your order number
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Photos of the damaged or incorrect items
We will arrange a replacement or full refund as appropriate.
6. International Returns
For international customers, please note:
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Customs duties, taxes, and import fees are non-refundable.
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You are responsible for any return shipping and customs costs.
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Ensure items are securely packaged to prevent damage in transit.
7. Exchanges
We currently do not offer direct exchanges.
If you wish to change an item, please return it (if eligible) for a refund and place a new order.
8. Non-Returnable Items
For health and safety reasons, we cannot accept returns for:
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Opened or used injectable products
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Skincare items with broken seals
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Prescription-only products
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Items with damaged packaging not caused by us or the courier
9. Contact Us
If you have any questions about your order, returns, or refunds, please contact our support team:
📧 info@caratfill.co.uk