Refund policy

Overview

Our return policy allows customers to return their order within 30 days of receipt, provided they meet certain conditions. This policy aims to enhance customer satisfaction while streamlining our operational processes.

Eligibility

  • Returns must be initiated within 30 days of the customer receiving the item.

  • The Carepod unit must be in the same condition as received.

  • All components, including original packaging, manuals, and accessories, must be included. (If the original packaging is no longer available, customers may use a sturdy box to protect the unit from any damage during transit.)

  • An order number or proof of purchase is required for all returns.

Return Process

  • Customers initiate returns online through our website or contact our Customer support via email or chat and a Return request needs to be submitted through this link. 

  • The request goes to Aftership and CS Rep will review and approve. A free return label will be generated and sent an approval email to the customer with a link to print the return label. 

  • Customers receive automated updates on the status of their return via email.

    • Note: The request can not be submitted if the order is outside the 30-day period. 

Return & Exchange

  • Customers can request an upgrade or downgrade within 30 days of receiving their original product.

  • This policy applies only to products purchased directly from Carepod.

  • For upgrades, customers will need to return their original product and pay the price difference for the higher-tier model. Once we receive and inspect the returned product, an invoice for the price difference will be sent. The upgraded product will be shipped after payment is received.

  • For downgrades, customers can return their original product and receive a refund for the price difference if the new model costs less. The refund will be processed once the returned product is inspected and approved. The downgraded product will then be shipped to the address on file.

  • A shipping confirmation email will be sent once the order has been processed and is on its way. Refund processing times may vary depending on the financial institution.

Refunds and Replacements

Refund Processing

  • Refunds are automatically processed through aftership once it’s marked as received at the warehouse.

  • The CS Manager resolves the request in Aftership and sends a separate email regarding the completed processing of refund. 

Replacements

  • Customers may opt to replace their order with the same unit if damaged within 30 days.

  • A replacement order is processed automatically once the returned unit is marked as received at the warehouse.

Note: It is important for CS Reps/Manager to double check the shipping address after it is processed.

CS Responsibilities

Aftership daily monitoring

  • Technical L2 rep is responsible for daily monitoring 

  • If the request is submitted online, CS reps should review it and identify the appropriate resolution. Contact the customer via Gorgias outbound if necessary to provide additional troubleshooting steps, attempt to resolve the issue, or offer an alternative solution.

Manufacturer's Warranty 

Overview

Carepod is committed to delivering high-quality products and customer satisfaction. To support this commitment, we offer a manufacturer’s warranty that provides coverage against defects in materials and workmanship.

Warranty Coverage

This warranty policy is applicable only to products purchased directly from Carepod or Amazon.

  • Carepod Unit: Carepod offers a 1-year manufacturer’s warranty on the carepod unit, effective from the date of delivery.

  • Oscillator Wand: The oscillator wand is covered by a 2-year manufacturer’s warranty from the date of delivery.

What Carepod Warranty Covers

This warranty covers defects in materials and workmanship under normal use conditions during the warranty period. Coverage includes:

  • Malfunctioning of the unit or oscillator wand due to manufacturing defects.

  • Faulty components that affect the performance of the humidifier or oscillator wand.

What the Warranty Does Not Cover

The warranty does not cover:

  • Damage caused by misuse, abuse, or improper maintenance.

  • Normal wear and tear, including cosmetic damage such as scratches or dents.

  • Damage resulting from unauthorized repairs or modifications.

  • Damage due to improper voltage supply, power surges, or environmental factors (e.g., water damage not related to normal humidifier use).

  • Accessories and other parts, such as oscillators, unless the damage is due to defects in materials or workmanship.

Product Registration Process

To activate the manufacturer’s warranty and ensure full coverage, customers are encouraged to register their Carepod product within 30 days of purchase. The registration process is straightforward and helps expedite any future warranty claims:

  • Locate the Product Registration QR Code

    • Customers can find the Manufacturer’s warranty registration QR code in the user’s manual included with their product or in the post-purchase emails sent by Carepod. 

  • Step 2: Scan the QR Code

    • Scan the QR code using a smartphone or tablet to be directed to the Carepod warranty registration page.

  • Step 3: Provide Product and Purchase Information

    • Provide proof of purchase, such as the receipt or order confirmation.

  • Step 4: Submit Customer Information

    • Fill in personal details, including name, contact information, and shipping address.

  • Step 5: Confirmation

    • After submitting the registration form, customers will receive a confirmation email acknowledging that their warranty is registered.

Note: Registering the product ensures that we have all necessary information on file to assist with any future warranty claims promptly.

Warranty Claim Process

Initiating a Claim: Customers can initiate a warranty claim online through our website or by contacting Carepod Customer Support via email or chat.

Review Process: Warranty claims are processed through the Aftership Warranty Center.

  • All requests are reviewed manually by a Customer Support Representative to ensure they meet the warranty eligibility criteria.

  • For US customers, a free return label is generated from Shopify for Carepod website orders and from Aftership for Amazon orders.

  • For orders originating from Canada (CA) and Australia (AU), 3PL partners such as Pantos or Wise need to be contacted to request a free return label.

  • If the fulfillment center is ShipBob, contact the CS Manager to create a free return label.

  • The return tracking information is then manually added to the customer’s case.

  • Once the claim is approved, an approval email is sent to the customer containing a link to print the return label.

  • For multiple units, multiple return labels are provided based on the number of units being submitted for the claim.

  • Customers are advised to follow the instructions in the approval email to complete the return.

  • Note: Claims outside 1 to 2 years will be subject for CS/Ops Manager approval.

Replacement Process

  • Once the returned item has arrived at the warehouse, the Customer Support Representative will process the replacement order in Aftership.

  • The replacement unit will be shipped to the shipping address on file.

  • Note: Before processing the replacement order, verify the customer’s shipping address to ensure accuracy and avoid delivery issues.

CS Responsibilities

  • Technical L2 rep is responsible for daily monitoring 

  • All claims need to be checked in Gorgias as part of the review process. 

  • If the request is submitted online, CS reps should review it and identify the appropriate resolution. Contact the customer via Gorgias outbound if necessary to provide additional troubleshooting steps, attempt to resolve the issue, or offer an alternative solution.

Cancellation Policy 

Time Frame for Cancellations

  • Customers can cancel their order before it is processed. 

  • Once the order is processed, the customer won’t be able to process the cancellation. 

Order Processing

  • We typically ship within 1-2 business days (excluding weekends and holidays) after customers receive their order confirmation email.

Cancellations After Shipment

Once an order has been shipped, cancellations are no longer possible. However, customers have the following options:

  • Refuse the Delivery: Customers can refuse the package upon delivery, and it will be returned to us.

  • Return the Product: Customers can initiate a return after receiving the product. We will provide a free return label for convenience.

How to Request a Cancellation

To request a cancellation, customers must contact our Customer Support team:

 Refund Process

  • Once a cancellation or return is confirmed, we will process the refund to the original payment method within 3-5 business days.

  • There are no fees associated with cancellations or returns.

  • For orders placed through third-party platforms like Amazon, customers must contact Amazon directly to request a cancellation or refund.

CS Responsibilities

  • If the reason for cancellation is not provided by the customer, ask for it to maintain accurate tracking records.

  • Cancellation can still be processed without a stated reason to ensure the order is canceled before processing begins.

  • After canceling the order in Shopify, double-check the order in the 3PL partner’s portal to confirm that it’s canceled as well and will not be processed.

  • Once the order is canceled, forward the refund request to the Customer Service Manager to initiate the refund process.


Price Match / Partial Refund Policy

 

Overview

At Carepod, we strive to provide our customers with the best value for their purchases. If a promotional discount is launched after an order is placed or if a discount code wasn’t applied correctly at checkout, customers may be eligible for a price match. This policy applies to products purchased directly from our website and offers a straightforward process for taking advantage of ongoing promotions.

Eligibility

  • Customers may request a price match within 30 days of their order date.

  • Price matching is available only for products purchased directly from the Carepod website.

  • For Amazon orders, price match requests require manager approval.

  • Customers can submit a price match request by:

    • Chat: Available on our website.

    • Emailing support@hellocarepod.com

Multiple Discount Codes

  • If a customer used a discount code at the time of purchase, they can still request a price match.

  • We will refund the price difference but will not apply multiple discounts. The refund will be based on the promotion or discount with the greater value.

Partial Refund Process

  • Price match refunds will be processed once the order has been delivered.

  • After delivery, refunds will be issued within 3-5 business days and applied to the original payment method.

  • The refund will be processed by the Customer Service Manager, who will notify the customer once the refund has been completed.

CS Responsibilities

  • For discount codes that were not applied to the order, Customer Service representatives should request proof of the discount code (e.g., WELCOME15).

  • For price match requests related to promotions, Customer Service representatives may use the following templates:

    • Price Match Inquiry

    • Price Match: Approved