How do I return an item?


Complete the returns form

Complete the returns form below to start the process. The form must be completed within 30 days of you taking receipt of your order


Wait for return instructions

We will then email you back with return instructions.


Post it back to us

Post it back to us, complete with all the original parts, accessories, and packaging within 7 days.

You are liable for the costs of returns.


Receive refund

Once received, we'll double-check your return and then issue a refund back to the original method of payment.

This usually takes 3-5 days after receiving the item at our warehouse.

Complete the from

Returns Terms & Conditions

We offer a 30-day, no questions asked money-back guarantee on all our products. Think of it as a trial period. If you are unhappy, complete the form below, and we will provide a hassle-free return.

You will need to return the item to us, complete with accessories and packaging, and we will refund your money, no questions asked.

If you change your mind about your purchase, you have the right to cancel it within 14 days of receipt under the Consumer Contracts Regulations 2014, as long as the product is unused and in its original condition.

We don't think this is enough time to work out if our product is right for you. So, we'd like to give you enough time to try our products out for yourself so you can see if our lamps work for you. You should know within 30 days if the products will work for you.

Wherever you are in the world, when you buy a Care lamp directly from us, the trial period begins the day you receive it. If you wish to return your product at any point, complete the returns form.

Your return request must be received up to and including 30 days to be eligible for a return. It must be as new, complete with all accessories.

Please ensure the items are packed in suitable, protective cardboard boxes to ensure the goods are received in new condition.

Additional non-returnable items:

Gift cards

There are certain situations where only partial refunds are granted (if applicable):

Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.  If this is the case, reasonable costs will be deducted, depending on what is missing, and we will communicate these with you before we issue the refund.

Any item that is postmarked as returned more than 7 days after the returns authorisation has been received.

Late or missing refunds (if applicable)

If you haven’t received a refund, recheck your bank account.
Then, you can contact your credit card company; it may take some time before your refund is officially posted. The usual time frame is up to 3 business days.
Next, you'll need to contact your bank. There is often some processing time before a refund is posted.

If you’ve done all this and still have not received your refund, don't hesitate to get in touch with us at

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same thing, complete the returns form and select 'exchange' as an option.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If the item were marked as a gift when purchased and shipped directly to you, you’d receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Return shipping costs

You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you are sending the item back to us from outside the UK, you must mark it on the customs form as a RETURN. This means we will not be charged import VAT or duties.
Should this not be done and we have to pay these charges, we will deduct the cost of these charges from your refund

Refusing import duties and fees

All orders shipped outside the UK (unless taxes and duties have been pre paid) are subject to import VAT/Duties once received in your country. If you refuse to pay these fees, the order must be returned to us before we issue any refund.  Any refund issued will be minus any associated costs with the goods being returned to us, including, but not limited to, return shipping costs and the costs of paying these import fees on your behalf.

Should you have to pay import fees on an order and want to return it, you should be able to claim these fees back from your local government.  We do not have details of how to claim his back. You will need to do your own research before buying.

We offer a delivery duty pre-paid service. You can request a quote here:

Tip: Remember to keep the packaging and always contact us first before you return the product 

  • It is your responsibility to return and pay for the cost of the return. We cannot be held liable for lost or damaged shipments sent to us. We recommend you ship by Recorded Delivery for safety. (This also applies to all orders outside of the UK).
  • Items must be returned in their original packaging and with all their parts and accessories. Items with missing parts or accessories are subject to a 10% fee due to the item's value reduction
  • All refunds are usually processed within 3-5 days after receiving the product back to your original payment method.
  • Items must be shipped back to our warehouse along with the correct returns authorisation form.  Please complete the returns form and we will provide this form for you.