Return & Refund Policy

Last updated: August 13, 2026

At InfiCare, we stand behind the quality of our Pure-Touch Lyocell-Cotton face towels. If you're not completely satisfied with your purchase, we're here to help make it right.

30-Day Satisfaction Guarantee

We offer a 30-day return window from the date of delivery for all InfiCare Pure-Touch products purchased directly from inficare.ca.

Eligibility for Returns

Non-Defective Returns

To be eligible for a return of unused products:

  • The product must be unopened and in its original sealed packaging
  • The product must be in the same condition as when you received it
  • You must have proof of purchase (order confirmation email or order number)
  • The return request must be initiated within 30 days of delivery

Defective or Damaged Products

If your product arrives defective, damaged, or incorrect, we will provide a full refund or free replacement at no cost to you. Please contact us within 7 days of delivery with:

  • Your order number
  • Clear photos of the defective or damaged product and packaging
  • A brief description of the issue

How to Initiate a Return

  1. Email us at hello@inficare.ca with subject line "Return Request" — include your order number and reason for return
  2. We will respond within 1-2 business days with return instructions and the correct return shipping address
  3. Ship the product back following our instructions (please do not send returns to any address without contacting us first)
  4. Once we receive and inspect the returned product, we will process your refund within 5-7 business days

Refund Processing

Approved refunds will be credited to your original payment method within 5-7 business days after we receive and inspect the returned product. Depending on your bank or credit card company, it may take an additional 3-5 business days for the refund to appear in your account.

You will receive an email notification once your refund has been processed.

Return Shipping

  • Defective or damaged products: InfiCare covers all return shipping costs. We will provide a prepaid return shipping label.
  • Non-defective returns (change of mind): Customer is responsible for return shipping costs unless the return is due to our error.
  • Shipping method: We recommend using a trackable shipping service for all returns. InfiCare is not responsible for returned items lost in transit without tracking.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Products that have been opened or used
  • Products purchased through third-party retailers (please contact the original retailer for their return policy)
  • Promotional items, free gifts, or samples included with orders
  • Products damaged by customer misuse or improper storage

Exchanges

We are happy to exchange your product for a different size (50-count or 100-count) if the original packaging is unopened and within the 30-day return window. Contact us at hello@inficare.ca to arrange an exchange.

For exchanges due to our error (wrong item shipped), InfiCare covers all shipping costs both ways.

Amazon Canada Purchases

If you purchased InfiCare Pure-Touch through Amazon Canada, please follow Amazon's standard return policy directly through your Amazon account. Amazon handles all returns for orders placed through their platform. This policy applies only to purchases made directly from inficare.ca.

Cancellations

Orders can be cancelled for a full refund if the cancellation request is received before the order has been shipped. Contact us immediately at hello@inficare.ca with subject line "Order Cancellation" and your order number.

Once an order has shipped, it cannot be cancelled but can be returned under the standard 30-day return policy above.

Why We Offer a 30-Day Guarantee

We stand behind InfiCare Pure-Touch because we know what goes into it: 80% Sateri Lyocell + 20% Cotton, engineered as a spunlace nonwoven at 80 gsm, made with OEKO-TEX Standard 100 Class I certified Lyocell fiber. If our product doesn't meet your expectations, we want to know — and we'll make it right.

Learn more about our materials science, why we chose the 80/20 blend, and our Beyond-Disposable philosophy.

Contact Us

For any questions about our Return & Refund Policy, please contact us:

InfiCare Inc.
Federally incorporated Canadian company
Based in Scarborough, Ontario, Canada

Policy Updates

InfiCare Inc. reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be effective immediately upon posting to this page. The date at the top of this policy indicates when it was last revised. We encourage you to review this policy periodically for any updates.

InfiCare is Canada's first disposable face towel brand engineered with a Lyocell-Cotton blend. Founded by Lydia Ruan in Scarborough, Ontario.

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