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CLARISONIC BRAND CLOSURE FAQ

After more than a decade of game-changing innovation and industry-leading technology, the Clarisonic brand will be shutting down as of September 30, 2020.

We want to thank all of our loyal customers, dermatologists and partners who have helped put this brand on the map.

Questions

Why is the brand closing?
This difficult decision was made so that L'Oréal can focus its attention on its other core business offerings.

Will warranties be honored after closure?
As long as your device is purchased from an authorized retailer before 9/30/2020 and registered on www.clarisonic.ca, we will continue to honor your warranty up until October 31, 2022, depending on the warranty period of your device. Please check https://www.clarisonic.ca/en/warranty/Warranty.html for more details or call 1-866-459-1860

Warranty Term by Device:
Mia Men: 1 year
Mia Prima: 1 year
Mia Smart: 2 years

I lost my charger and the website is sold out of replacement chargers, what do I do?
If you cannot find the charger that corresponds to your device, call Customer Care at 1-866-459-1860

I want to keep using my device but I don’t have any more brush heads and the website is sold out, what do I do?
Please take advantage of promotional offers on our entire product assortment, while supplies last. We recommend you stock up now on your favorite brush heads before they are gone! If we are sold out on www.clarisonic.ca, check our authorized retailer sites to see if inventory is still available.

I am having issues with my device but I am outside my warranty term, can I still get my device replaced?
For warranty related issues, please call Customer Care at 1-866-459-1860

Will device registration still be available?
Yes, device registration will still be available on www.clarisonic.ca until 10/31/2020.

Do I still need to register my device for warranty purposes?
Yes, the device warranty is only valid on registered products. Only devices purchased from authorized retailers will be accepted. A device purchased from an authorized retailer on or before 9/30/2020, must be registered on www.clarisonic.ca until 10/31/2020, in order to be eligible for warranty assistance.

What is the last day to register my device?
The last day to register your device on the website is 10/31/2020.

What happens if I purchase a product now and it needs to be returned?
As long as your Clarisonic device is purchased from an authorized retailer before 9/30/2020, you will still be able to return your product within 90 days, if you are not satisfied. Please note that brush heads are not eligible for return. Please visit https://www.clarisonic.ca/en/return-policy/customer-service-return-a-product.html for more information.

List of Authorized Retailers:
Clarisonic.ca
Shoppers Drug Mart Stores & beauty.shoppersdrugmart.ca
Sephora Stores & Sephora.ca
Amazon.ca
The Bay stores & thebay.com
London Drugs stores & londondrugs.com
TSC.ca

Will Clarisonic restock any items that show “Sold Out” on the website?
Stock up while you can! Items will go fast and we can’t guarantee that we will have more inventory. We recommend also checking our authorized retailer sites to see if the product is still available.

How or where can I purchase brush heads after September 30th?
After September 30th, Clarisonic will no longer sell its devices, brush heads and attachments. However, you may continue to purchase Clarisonic products at our authorized retailers, while supplies last. In the meantime, please take advantage of promotional offers at our authorized retailers on the full product assortment.

Will there be a third-party manufacturer who makes the brush heads? Will Clarisonic brushes be available under another name?
Clarisonic brush heads and attachments will not be manufactured by a third-party or available under another name. However, please take advantage of our promotional offers at our authorized retailers on our full product assortment, while supplies last.

Is there anything wrong with the product?
Despite this difficult business decision, we stand by all of our products. Our products have been manufactured with care to the highest quality standards and are safe and effective to use. If for any reason, you’re not satisfied with your Clarisonic, every device purchased from an authorized retailer before 9/30/2020 comes with a 90-day, 100% money-back guarantee. Please visit https://www.clarisonic.ca/en/return-policy/customer-service-return-a-product.html for more information.

What will happen to my Auto-Replenishment subscription?
All existing & active Clarisonic.ca subscriptions will continue to be fulfilled and shipped at the current ship frequency, up until 9/30/2020 – while supplies last. You will not be charged for any products we are unable to ship to you. On 10/1/2020, all subscriptions will become inactive. If your next shipment date falls after 9/30/2020 your order will not ship and you will not be charged.

Can I edit or cancel my subscription before 9/30/2020?
Yes, you can edit your subscription frequency by following the steps below:

1. Log-in to your Clarisonic.ca account
2. Under My Account click on Auto-Replenishment
3. Your Auto-Replenishment dashboard should appear
4. Find the products under MY SUBSCRIPTIONS
5. Click Cancel renewal or Edit to cancel your next shipment or select your new desired shipment frequency
6. Continue this process for each product that is on subscription
7. Your frequency will not change until after your next order has shipped out

Is Clarisonic still offering the 90-day 100% money-back guarantee for devices?
Yes, as long as your Clarisonic device is purchased from an authorized retailer before 9/30/2020, you will still be able to return your product within 90 days for a refund if you are not satisfied.

Can I request to have my account information deleted?
L'Oreal respects your choices. If you would like to remove your information or unsubscribe from our brands you can do so by clicking on our privacy policy and following the unsubscribe options. You can also call or email Customer Care to request your account to be deleted. Be prepared to provide the email address you used to register your account. Allow 5-7 business days for completion.

Can I request to be taken off the Clarisonic email list?
Yes, you can open any recent Clarisonic email, scroll to the bottom and click Unsubscribe. You can also call or email Customer Care to be removed. Be prepared to provide your email address and allow 5-7 business days for removal.

Will my saved addresses and payment methods be deleted on 9/30/2020?
Your payment methods will not be transitioned.

Will I still be able to use the Clarisonic App?
Yes, the Clarisonic App will continue to be available to Clarisonic customers.

Will I still be able to sync my routines with my Smart device?
Yes, Clarisonic Mia Smart device owners will still be able to sync their device, track their usage and customize their routines via the Clarisonic App. For any app related issues or device troubleshooting, please contact Customer Care at 1-866-459-1860.

It has been our absolute pleasure to serve you all of these years.