Refund policy

Last Update: September 02, 2026


We hope that you are satisfied with your carobertorelli.com purchase. However, if you need to return your unworn items you can request a return online. 

Key points from this policy:

  • You must make your return within 14 days of the delivery date.
  • The return shipping fees will need to be paid by you.
  • We will not accept products that have been opened, used, or altered. Products must have all tags attached, original package and sealed. 
  • Shipping fees and Route/Insures fees are not refundable.
  • Order with free shipping have a $10 restocking fee.
  • We are not responsible for lost packages returned through a carrier of your own choosing.
  • CARO BERTORELLI reserves the right to deny a refund if the merchandise does not meet return policy requirements.
  • Please note an excessive number of returns in a twelve-month period can cause us to reject future orders from you.


Return and Refund policy

Returns have a $10 restocking fee per order, which will be deducted from your refund. Shipping charges and Route fees are not refundable.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Products sold as part of a Bundle or Kit will be refunded on the discounted price paid.

EU customers have the right to withdraw from their order within 14 days of delivery. However, due to health protection and hygiene reasons, this right does not apply to products whose hygiene seal has been broken after delivery (including supplements, vitamins, and skincare products).

To start a return, you can contact us at info@carobertorelli.com. Please note that returns will need to be sent to the address that we sent to you.  

If your return is accepted, you will then receive a reference number. We’ll send you a email with the  instructions on how and where to send your package no later than 14 days from the date on which you receive your order. Note that shipping fees will need to be paid by you. Items sent back without first requesting a return will not be accepted. If the return is due to our error (wrong or defective item), return shipping is free. 

Add the reference number + the Nu Skin ID number you received in the box.

You can always contact us for any return question at info@carobertorelli.com. chat or WhatsApp.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The Exchange Policy allows to exchange any products purchased directly from the Company that were incorrectly sent or defective.

Contact us at info@carobertorelli.com. chat or WhatsApp. within 14 days of the reception date. You will then receive a reference number and a Nu Skin ID. Send the products to be exchanged add the reference number you received + Nu Skin ID number in the box. We will exchange the products as soon as it has received them (and within 14 days at the latest). If the exchange is not feasible, we may provide: 
• a credit to be used to purchase other products, or
• a full refund of the purchased price.

 

Exceptions:  Non-returnable items
Supplements, vitamins, and personal care goods (such as beauty and skincare products) cannot be returned once the seal has been broken.

EU customers have the right to withdraw from their order within 14 days of delivery. However, due to health protection and hygiene reasons, this right does not apply to products whose hygiene seal has been broken after delivery (including supplements, vitamins, and skincare products).

We also do not accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period 
EU customers have the right to withdraw from their order within 14 days of delivery. However, due to health protection and hygiene reasons, this right does not apply to products whose hygiene seal has been broken after delivery (including supplements, vitamins, and skincare products).

If the product ( not supplements, vitamins, and skincare) is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the packing list or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.  No refund will be issued if the product is opened/used

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Shipping charges and Route/Insures fees are not refundable. If your order had a Free Shipping discount code a $10 restocking fee will be deducted from your refund. 

If more than 15 business days have passed since we’ve approved your refund, please contact us at info@carobertorelli.com.


Price Adjustments
We offer price adjustments within 7 days of your order being placed for items that are in stock in the same size, color, shape, type, flavor, essence purchased. However, please note that temporary promotions or flash sale pricing cannot be applied to previous purchases. All price adjusted items are considered final sale and are not eligible for returns/refund. Additionally, all items labeled as Final Sale are not eligible for price adjustments.