Refund policy
Refund Policy
Last updated: 20/01/2026
At OralAdvance Labs, we want you to be completely satisfied with your purchase. This Refund Policy explains your rights and our process for returns and refunds.
1. Your Right of Withdrawal — 14 Days
If you are a consumer located in the European Union, you have the right to withdraw from your purchase and return your CariSpray product within 14 calendar days of the date you or a person you nominate receives the goods, without giving any reason.
How to exercise your right of withdrawal:
1. Contact us within 14 days of receiving your order. Send an email to support@carispray.com with the subject line 'Withdrawal — [your order number]' stating clearly that you wish to withdraw from your purchase. You may also use the model withdrawal form at the end of this policy.
2. Return the product. Send your CariSpray back to us within 14 days of the date you notified us of your withdrawal. Please use a tracked delivery service. Return the product in its original condition.
3. Return address: OralAdvance Labs d.o.o., Zadarska ulica 1, 42000 Varaždin, Croatia.
Refund:
Once you notify us of your withdrawal, we will process your refund within 14 days of receiving your withdrawal notification. We may withhold the refund until we have received the returned goods or until you provide proof that you have sent them back (for example a tracking confirmation), whichever occurs first. Your refund will be issued using the same payment method you used for your purchase at no additional cost to you. We will refund the full product price and the cost of standard delivery.
2. Exceptions — When the Right of Withdrawal Does Not Apply
The right of withdrawal does not apply in the following circumstances:
• Sealed oral hygiene or cosmetic products — such as CariSpray — that have been unsealed after delivery, where return is unsuitable for health or hygiene reasons. If you have opened the seal on your CariSpray bottle, the right of withdrawal does not apply.
• Personalised or custom-made products.
• Perishable goods.
If you have not opened your CariSpray, your full right of withdrawal applies as described in Section 1.
3. How to Return
4. Email support@carispray.com with the subject 'Return — [order number]'. We will confirm receipt within 2 business days.
5. Pack your CariSpray securely and send it to: OralAdvance Labs d.o.o., Zadarska ulica 1, 42000 Varaždin, Croatia. We recommend using a tracked delivery service.
6. Return shipping costs are at your expense, except where the product is defective, damaged or incorrect.
If your CariSpray arrived damaged, defective or different from what you ordered, please contact us at support@carispray.com within 7 days of receipt and include photographs. In this case we will cover return shipping and arrange a replacement or full refund.
5. Pre-Orders
CariSpray operates on a pre-order model. Full payment is collected at checkout at the time of purchase. Your order is reserved in the production batch corresponding to your purchase date. You may cancel your pre-order at any time before dispatch for a full refund — contact support@carispray.com.
Current batch schedule: February 2026 — sold out | March 2026 — sold out | April 2026 — 82% filled | May 2026 — formulating.
6. Damaged or Defective Products
If your order arrives damaged or the product is defective, contact us at support@carispray.com within 14 days of receipt. Please include your order number and photographs of the damage or defect. We will arrange a replacement or full refund at no cost to you.
7. Your 2-Year Legal Guarantee
In addition to our commercial return policy, EU law gives you a minimum 2-year legal guarantee on all goods sold. If your CariSpray product does not conform to your order (is defective or does not function as described), you are entitled to one of the following remedies at no charge: repair, replacement, a proportionate price reduction, or a full refund. This right applies for up to 2 years from the date you received your order.
During the first 12 months following delivery, any defect that comes to light is presumed to have existed at the time of delivery. You do not need to prove that the defect was present when you received the product.
This 2-year legal guarantee applies independently of and in addition to our 30-day satisfaction guarantee and cannot be limited or waived.
8. How to Submit a Written Complaint
If you are not satisfied with your order or with how we have handled your return or refund request, you may submit a written complaint to us at any time:
• Email: support@carispray.com
• Post: OralAdvance Labs d.o.o., Zadarska ulica 1, 42000 Varaždin, Croatia
We will acknowledge receipt of your complaint without undue delay and send you a written response within 15 days of receiving your complaint, clearly stating whether we accept or decline your claim. We maintain records of all written complaints for a minimum of 1 year.
9. Online Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you have the right to use an alternative dispute resolution service. As an EU consumer, you may submit your dispute to the European Commission's Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr
Our email address for ODR purposes: support@carispray.com
10. Model Withdrawal Form
You may use the form below to exercise your right of withdrawal. Send it to support@carispray.com or to OralAdvance Labs d.o.o., Zadarska ulica 1, 42000 Varaždin, Croatia.
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WITHDRAWAL FORM
To: OralAdvance Labs d.o.o., Zadarska ulica 1, 42000 Varaždin, Croatia
Email: support@carispray.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Goods ordered: ___________________________________
Order number: ___________________________________
Date of order: ___________________________________
Date received: ___________________________________
Name of consumer(s): ___________________________________
Address of consumer(s): ___________________________________
Signature [if submitting on paper]: ___________________________________
Date: ___________________________________
(*) Delete as appropriate.
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Contact
OralAdvance Labs d.o.o.
Zadarska ulica 1, 42000 Varaždin, Croatia
Email: support@carispray.com | Phone: +385 99 623 0291