Returns & refunds

Our 90-day happiness guarantee

Try Caramela for up to 90 days. If you're not in love with the results, we'll make it right — full refund, no awkward questions.

90 DAYS
We stand behind every bottle. If you're not happy with your first order within 90 days, we'll refund it — no questions, no return-shipping hassle.

One catch: the guarantee covers your first purchase only, not subscription renewals or free replacements. The details are below.

The fine print, in plain English

What's covered and what isn't

✓ Covered

  • Your first-ever Caramela purchase, within 90 days of order date
  • Full refund to your original payment method
  • Refund covers the product cost (shipping not refunded)
  • Even if the bottle is opened and used — try it before deciding
  • Wrong item received? We'll ship the right one immediately

× Not covered

  • Subscription renewals (only the very first order qualifies)
  • Products received as free replacements
  • Refund requests after 90 days from your first order
  • Empty or near-empty bottles requested but not returned
  • Orders placed through TikTok Shop or Amazon (those have their own return policies through those platforms)
3 simple steps

How to start a refund

  1. Email us within 90 days

    Send a quick note to hello@caramelabeauty.com with your order number (it's in your confirmation email). Tell us what didn't work — we use this to make the product better.

  2. We reply within 2 business days

    A real human reads your email and gets back to you with next steps — usually within one business day, two at the most. If we need to see the bottle, we'll tell you where to send it.

  3. Refund processed within 5–7 days

    Once approved, the refund hits your original payment method in 5 to 7 business days. You'll get a confirmation email when it's done.

Common questions

A few more details

What if I bought through TikTok Shop or Amazon?
Orders placed on TikTok Shop or Amazon are managed by those platforms, not by us. You'll need to go through their return process directly. We're happy to walk you through it — just email hello@caramelabeauty.com with your order number from that platform.
Do I need to return the bottle?
Usually no. For most refund requests on a first order, you can keep what's left or recycle the bottle. In rare cases (like quality concerns we want to investigate), we'll ask you to ship it back at our cost — we'll cover the return label.
What if my package was lost or stolen?
If tracking shows your package delivered but you didn't receive it, email us within 7 days of the delivery date. We offer one free replacement when this happens. We do reserve the right to decline if delivery is confirmed by tracking and the timeline is significantly past 7 days — but in practice we're flexible.
Can I get a refund on a subscription order?
Subscription renewals (any order after your first) aren't covered by the 90-day guarantee, but: if your next shipment hasn't been processed yet, we can cancel and refund it. If it's already shipped, we can't refund it but we can pause future shipments anytime via your account.
How do I cancel my subscription?
That's a separate flow — head to our Manage Subscription page for step-by-step instructions, whether you subscribed on our site or through TikTok Shop.
What if I had an allergic reaction?
We're sorry — please stop using the product immediately and email us at hello@caramelabeauty.com. We'll refund you regardless of how long ago you ordered, and we want to know what happened so we can help others. If symptoms are severe, please contact a doctor first.
Still have questions?

We're real people. Just email us.

No bots, no chat widgets, no ticket numbers. Send us a note and a real human reads it within 2 business days.

This page describes our customer-facing return policy. For full legal terms required at checkout, see our official refund policy.