Refund Policy

Refund Policy

Last updated: 20/01/2026

At OralAdvance Laboratories, we want you to be completely satisfied with your purchase. This Refund Policy explains your rights and our process for returns and refunds.

1. EU Consumer Right of Withdrawal (14 Days)

If you are an EU consumer, you have the right to cancel your order and return products within 14 days of receiving them, without giving a reason.

How to exercise your right:

  • Notify us: Send an email to support@carispray.com within 14 days of receiving your order, stating that you wish to return the product
  • Return the product: Send the product back to us within 14 days of your notification, in its original condition and packaging
  • Refund: We will refund the full product price and original shipping costs within 14 days of receiving the returned product

Return shipping costs: You are responsible for the cost of returning the product unless the product is defective or we made an error.

2. Pre-Order Cancellations

Before shipment: You may cancel a pre-order at any time before the product ships and receive a full refund.

After shipment: Once your pre-order has shipped, the standard 14-day withdrawal period applies.

To cancel a pre-order: Email us at support@carispray.com with your order number.

3. Exceptions to the Right of Withdrawal

For hygiene and safety reasons, the right of withdrawal does not apply to:

  • Products that have been opened, unsealed, or used
  • Products with broken seals or tampered packaging

Exception: If the product is defective, damaged, or not as described, you may return it for a full refund regardless of whether it has been opened.

4. Defective or Damaged Products

If you receive a product that is:

  • Defective or damaged
  • Not as described
  • Missing parts or accessories

Contact us immediately at support@carispray.com with:

  • Your order number
  • Photos of the defect or damage
  • A brief description of the issue

We will offer you:

  • A full refund, or
  • A replacement product (if available)

We will cover return shipping costs for defective or damaged products.

5. How to Return a Product

Step 1: Email us at support@carispray.com with:

  • Your order number
  • Reason for return
  • Proof of purchase

Step 2: We will provide you with return instructions and our return address

Step 3: Pack the product securely in its original packaging (if possible) and ship it to the address provided

Step 4: Once we receive and inspect the returned product, we will process your refund

6. Refund Processing

  • Timeframe: Refunds are processed within 14 days of receiving the returned product
  • Method: Refunds are issued to the original payment method (credit card, PayPal, etc.)
  • What is refunded:
    • Full product price
    • Original shipping costs (if you exercised your EU withdrawal right or the product was defective)
  • What is NOT refunded:
    • Return shipping costs (unless the product is defective or we made an error)

Note: It may take 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

7. Non-Refundable Items

The following items are not eligible for refund:

  • Products that have been opened or used (unless defective)
  • Products returned more than 14 days after delivery (unless defective)

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

  1. Return the original product for a refund
  2. Place a new order for the item you want

9. Contact Us

For questions about returns or refunds, or to initiate a return, please contact:

OralAdvance Labs d.o.o.
Zadarska ul.1 , Varazdin
42000
Croatia
Email: [support@carispray.com

We will respond to your request within 48 hours.