Refund policy
Refund & Return Policy
Last updated: November 3, 2026
At TheCareCo, we want every customer to feel confident about their purchase. This Refund & Return Policy explains how returns, refunds, exchanges, and order-related issues are handled.
TheCareCo is operated by Zorvane Group LLC, a limited liability company based in New Mexico, United States.
1. 30-Day Return Policy
We offer a 30-day return window for eligible products. You have 30 calendar days from the date your order is delivered to request a return.
To qualify for a standard return, the product must:
- Be in its original condition, unused and undamaged.
- Include its original packaging, accessories, and components.
- Have all original labels, seals, and tags intact, where applicable.
- Be accompanied by a valid order number or proof of purchase.
Returns are subject to inspection and the eligibility requirements described below.
For hygiene and safety reasons, certain personal care items may not be eligible for return once opened, used, or unsealed.
These restrictions do not limit statutory rights or remedies for defective, damaged, incorrectly described, or improperly supplied products.
2. How to Request a Return
To initiate a return, please contact our support team at support@thecarecore.com.
Include the following information:
- Your full name.
- Your order number.
- The product you wish to return.
- The reason for your return.
- Photographs of the product, if relevant to the issue.
Our customer support team will review your request and provide instructions for the next steps.
Important: Please do not send products back without first contacting us and receiving return instructions. Unauthorized returns may experience delays or may not be accepted.
Our business registration and correspondence address is not necessarily our return processing address. The applicable return location will be provided after your request is reviewed.
3. Return Shipping Costs
For eligible returns resulting from a change of mind, the customer is responsible for return shipping costs unless we expressly agree otherwise.
If an item is defective, damaged upon arrival, or incorrect due to our error, we will provide an appropriate remedy and cover reasonable return shipping costs where a return is necessary.
We recommend using a trackable shipping service when returning an item. Customers should retain proof of shipment until the return has been received and processed.
4. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or different from what you ordered, contact us at support@thecarecore.com as soon as reasonably possible.
Please provide your order number, a description of the issue, and photographs where helpful.
We will review the circumstances and offer an appropriate resolution, which may include a replacement, repair where appropriate, or refund.
Any remedy will comply with applicable consumer protection laws and any warranties provided with the product.
5. Non-Returnable Items
Unless required by applicable law or otherwise expressly agreed, the following items are generally not eligible for standard change-of-mind returns:
- Personal care or hygiene products that have been opened, used, or unsealed where return would create a hygiene or safety concern.
- Items damaged through misuse, improper handling, or unauthorized modification after delivery.
- Personalized or custom-made products.
- Gift cards, except where refundable under applicable law.
- Products specifically identified as final sale before purchase, to the extent permitted by law.
Products purchased during ordinary promotional sales are not automatically considered final sale unless clearly identified as such before purchase.
These exclusions do not remove legal rights concerning defective products, incorrect orders, or other issues covered by applicable law.
6. Exchanges
If you wish to exchange an eligible product, please contact our support team.
Exchanges are subject to product availability and return eligibility.
Where a direct exchange is unavailable, we may recommend completing an eligible return and placing a new order for the preferred product.
For defective or incorrectly supplied items, appropriate remedies will be provided in accordance with applicable law.
7. Refund Processing
Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will generally be initiated to the original payment method within 10 business days after approval, unless a shorter period is required by applicable law.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
Original shipping charges for completed deliveries are generally non-refundable for change-of-mind returns unless otherwise stated or required by law.
Where the refund results from our error, a defective product, or another circumstance requiring reimbursement under applicable law, appropriate shipping charges will also be refunded.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact support@thecarecore.com.
8. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing it.
We will attempt to accommodate cancellation requests before the order has been dispatched.
If the order has already shipped, cancellation may no longer be possible, and the applicable return process may need to be followed after delivery.
Where an order cannot be shipped within the promised timeframe, customers will receive applicable cancellation and refund options in accordance with United States law.
9. Lost or Missing Deliveries
If your order has not arrived within the expected delivery timeframe, please contact our support team with your order number.
We will review the tracking details and, when necessary, initiate an investigation with the shipping carrier.
Depending on the circumstances, we may arrange a replacement, refund, or other appropriate resolution.
Orders marked as delivered but not received will be reviewed individually. We may request additional information to assist with the carrier investigation.
10. Consumer Rights
This Policy is intended to provide clear return and refund procedures for customers purchasing through our United States online store.
Nothing in this Policy excludes, limits, or overrides non-waivable rights available under applicable federal or state consumer protection laws.
Where applicable law provides greater protection, the legal requirement will prevail.
11. Contact Information
For returns, refunds, exchanges, or questions about this Policy, please contact:
TheCareCo
Operated by Zorvane Group LLC
Email: support@thecarecore.com
Phone: +1 (914) 339-5549
Business address:
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
United States
Please note: This business address is not designated as a returns address. Contact customer support to receive the correct return instructions.