Refund policy
If the bottle isn't right, we'll make it right. You have 30 days from the delivery date to request a return or exchange.
What can be returned
- Bottles and lids in unused, resalable condition, with the sticker sheets unopened.
- Anything that arrived damaged, defective, or is not what you ordered — at our cost, always.
What cannot be returned
- Sticker sheets and sticker sets once opened. Stickers are single-use by nature; once the backing is peeled we cannot resell them.
- Bottles that have been used for a drink, washed, or had stickers applied.
- Items returned more than 30 days after delivery.
None of this applies if the item was faulty. A defect is our problem regardless of condition.
How to start a return
Email info@cairn.now with your order number and a short note on what's wrong. For damage or a defect, attach a photo — it usually lets us skip the return shipment entirely and just send a replacement. We'll reply within one business day with instructions.
Please don't send anything back before contacting us. Returns received without a prior request cannot be processed.
Who pays return shipping
- We do — if the item is damaged, defective, or we sent the wrong thing.
- You do — for a change of mind. Original shipping is not refunded.
Refunds
Once your return is received and inspected we'll email you the outcome. Approved refunds go back to the original payment method within 5–10 business days. How quickly it appears after that is up to your bank or card issuer, not us.
Gift-with-purchase orders
On a Buy 2 Get 1 or Buy 3 Get 2 order, returning enough items to fall below the promotion threshold means the free item must be returned too, or its full retail value will be deducted from your refund.
Exchanges
The fastest way to swap a colour or design is to request a refund on the original and place a new order — that way you're not waiting on the return to clear before the replacement ships.
Cancellations
Orders can be cancelled for a full refund any time before they dispatch, usually within 24 hours of ordering. Email us as soon as you can.
CAIRN is operated by ALPHUS INTERNATIONAL TRADE LIMITED, 14 Science Museum Road, Tsim Sha Tsui East, Kowloon, Hong Kong. Contact: info@cairn.now