At CareGleam, we are committed to resolving every concern fairly and promptly. If you have a question or issue regarding your order, please follow the steps outlined below and we will do our best to make it right.

1. ORDER CHANGES & CANCELLATIONS

1.1. We begin processing orders quickly to ensure timely delivery. If you need to make a change — such as updating a size, color, or shipping address — please contact us as soon as possible via our Contact Form. We will do our best to accommodate requests received within 6 hours of placement.

• If the updated variant or address results in a higher order value, an additional payment will be required. If payment is not received within 48 hours, your original order details will be used.
• Removing items from your order may affect eligibility for active promotions.

1.2. If you wish to cancel your order, please contact us as soon as possible. After 6 hours, your order may have entered production or fulfillment and cancellation can no longer be guaranteed. If production has not yet begun, we will make every reasonable effort to accommodate your request at no cost to you.

1.3. If your order cannot be delivered due to an address error or insufficient information, we will contact you by email. If we do not receive a response within the specified window, we may cancel the order and issue a full refund to your original payment method.

2. REPLACEMENTS & REFUNDS

2.1. You are eligible for a replacement or refund in the following situations:

• Your order has not been delivered within the estimated delivery timeframe plus 10 business days. Please contact us and we will investigate the shipment and provide an appropriate resolution.
• Your order arrived with a quality defect or damage. Claims must be submitted within 7 business days of the delivery date shown on your tracking information.

2.2. To help us investigate and resolve your claim as quickly as possible, we may request supporting documentation such as photographs, videos, packaging information, or shipping labels. If certain documentation is unavailable, we will still review your claim based on the information you are able to provide.

2.3. Once your claim is confirmed, we will process your resolution promptly:

• Replacement orders are typically processed within 2–3 business days, with tracking information provided once the order ships.
• Approved refunds will be issued to the original payment method used during checkout within 3–5 business days of approval. Processing time may vary depending on your payment provider or bank.

3. LIMITATIONS & EXCLUSIONS

3.1. Accurate order information is required at the time of purchase. We reserve the right to decline support or suspend accounts in cases of confirmed fraudulent activity.

3.2. CareGleam is not responsible for delivery failures caused by an incorrect shipping address provided by the customer, recipient absence, package refusal, or theft after confirmed delivery.

3.3. Returns due to customer selection errors — such as ordering an incorrect size or color — may be accepted in accordance with our Return Policy. In such cases, return shipping costs are the responsibility of the customer.

3.4. Some items may arrive with minor packaging creases due to folding during shipment. This is not considered a manufacturing defect. To restore the item, simply lay it flat for 3–5 days or follow the care instructions on the label.

4. DISPUTE RESOLUTION PROCESS

4.1. If you are not satisfied with your order or our initial response, we encourage you to follow these steps:

• Step 1 — Contact us directly: Submit your concern via our Contact Form with your order number, a description of the issue, and any relevant photos or documentation. We respond within 24–48 hours and resolve most cases within 3 business days.
• Step 2 — Request an escalation: If your issue is not resolved after your initial contact, reply to your support email and request a senior review. We will provide a final resolution within 2 business days.
• Step 3 — Payment dispute: If you remain unsatisfied after completing Steps 1 and 2, you have the right to contact your bank or payment provider to initiate a dispute or chargeback. We always encourage direct contact first, as we can typically resolve issues faster and more fairly through our support team.

4.2. Our commitments to every customer:

• We do not require customers to return damaged items in order to receive a refund or replacement.
• We maintain full records of all customer communications and outcomes.
• Our support team is available 7 days a week, with a response time of 24–48 hours.

5. CONSUMER RIGHTS

5.1. Nothing in this policy limits any rights available to you under applicable consumer protection laws in your jurisdiction. This policy is intended to work alongside your statutory rights, not to replace or reduce them.

5.2. If you have any questions about your rights or wish to discuss any aspect of this policy, please contact us at any time via our Contact Form. We are committed to fair and transparent service for every customer.