Refund policy
The CareNest™ 90-Day Money-Back Guarantee
We engineered our products to help you move comfortably and confidently. If you aren't completely satisfied with the relief and support your CareNest purchase provides, we want to make it right.
That is why every order is protected by our 90-Day Money-Back Guarantee. You have 90 full days from the date you receive your item to try it, experience the difference, and decide if it is right for you. If it isn't, we will gladly issue a refund or an exchange.
How to Initiate a Return
We respect your time, so we’ve made this process as simple as possible.
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Reach Out: Email our dedicated support team at support@getruecare.com with your order number and a brief reason for the return.
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Receive Your Instructions: If your order is within the 90-day window, our team will reply promptly with the exact address of our Returns Facility and simple instructions on how to send your package back.
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Send It Back: Please ensure the item is in good condition and include the original packaging if you still have it. (Note: Items sent back to us without first requesting a return via email cannot be accepted).
Refund Processing
Once our facility receives and inspects your return, we will notify you via email. Approved refunds will be automatically credited back to your original payment method. Please allow a few business days for your bank or credit card company to process and post the funds to your account.
Exchanges (Sizing Issues)
Knees come in all shapes and sizes. If you ordered the wrong size, don't worry. The fastest way to get the correct fit is to email us at support@getruecare.com. We will help you process a return for your current item so you can seamlessly place a new order for the perfect fit.
Damaged or Incorrect Orders
Quality is our top priority. Please inspect your order the moment it arrives. If the product is defective, damaged in transit, or if you received the wrong item, contact us immediately. We will evaluate the issue and express-ship a replacement at zero cost to you.
Exceptions & Non-Returnable Items
For safety and hygiene reasons, certain products cannot be returned. This includes opened personal care goods (such as our wellness oils or topical creams). If you have a question about whether your specific item is eligible, please reach out to our team.
Shipping & Delivery Delays
We strive to get your True Care products to your doorstep as quickly as possible. However, global logistics can occasionally cause unexpected delays.
If your order's delivery time significantly exceeds our provided estimates due to factors within our control (such as processing errors or inventory routing), we take full accountability. Please reach out to our support team after your estimated delivery window has passed. We will review your tracking timeline and, if eligible, issue a shipping refund or appropriate compensation for the inconvenience.