Q. What happened?
A. In some instances, the Clarisonic handle can overheat, with the potential for injury or even catching fire. While there are no reports of serious injury or property damage, and the reported incidence rate has been about 1 in 10,000, we’re exchanging all affected Clarisonics for free. It’s an issue of electrical safety, not an issue of effect on the skin.

Q. Is it safe on my skin?
A. The safety issue relates to electrical components inside the unit, not to Clarisonic’s effect on the skin.

Q. Does this have anything to do with “sonic technology”?
A. No. This is strictly an issue with the electronic components inside the unit.

Q. What causes this issue?
A. Overheating can occur if water gets inside the unit, and contacts a particular component, and that component reacts in a particular way.

Q. What are the symptoms of the issue?
A. The unit will feel warm, and may even cause the plastic to melt or distort.

Q. How is the design being changed to address the issue?
A. Your replacement product will include advanced engineering which securely corrects the potential problem, and it will carry a fresh warranty, doubled to 2 years.

Q. Which units are affected by the recall?
A. Check if your Clarisonic is involved by checking the lot code (printed on the bottom of the handle) here.

Q. Why do I have to send it back?
A. Although the reported incidence of overheating is very small, the risk of fire or injury cannot be ignored, so it’s important for us to replace your Clarisonic handle and charger.

Q. How quickly can I get my new unit?
A. We’ll send you a postage-paid return envelope to start the process. You should have your replacement Clarisonic within 2 weeks. We do offer two options for faster delivery: o We can send your replacement out even before you send your original Clarisonic back – we’ll just charge your credit card on shipment & credit the charge back to you upon receipt of the old Clarisonic. o We can also ship overnight or 2-day if you’d like to pay for the UPS charge.

Q. Can I replace at retail or the doctor’s office where I bought it?
A. Yes, you may. However it may be easier or faster to exchange it directly with us. And only direct exchanges will include a free Delicate brush head and new travel cap (that makes removal & replacement easier).

Q. Mine isn’t hot, do I still have to send it back?
A. Yes. Without the new advanced engineering and additional protective features, the risk remains that it could overheat.

Q. Have you filed this report with anyone?
A. Yes. We quickly alerted the government.

Q. Are you going to replace all Clarisonics?
A. We will replace all affected Clarisonic handles and chargers. The lot code on the bottom of your handle will tell us if your Clarisonic is affected.

Q. Are you going to replace everything?
A. We will replace the handle and charger. Keep your brush heads and cleanser for use with your replacement Clarisonic.

Q. Do I need to send you my brush head?
A. No. Keep your brush heads and cleanser for use with your replacement Clarisonic.

Q. Can I just get my money back?
A. Only if it’s still within the original guarantee period (30 days retail; 60 days for the MD model)

Q. Is my cleanser affected?
A. No, keep your brush heads and cleanser for use with your replacement Clarisonic.

Q. What happens if I don’t send this back?
A. Because of the risk of fire or injury, it’s important to send your old Clarisonic back. Besides, your replacement Clarisonic comes with a fresh 2-year warranty and a free Delicate brush head & travel cap.

Q. Can I continue to use my unit until the replacement arrives?
A. We advise you to send back your current Clarisonic handle and charger right away.

Q. Can I keep my old unit as a spare?
A. No. Your safety and well-being are very important to us. We want to be sure to receive and replace all affected Clarisonics.

Q. How do I send the original unit back?
A. It’s easy. Register on this website, and we’ll send you a postage-paid return envelope to start the process.

Q. What if I don’t want a Delicate brush head? What if I prefer the Normal (or Sensitive) brush head?
A. We’d like you to try the new Delicate brush head with our compliments.

Q. Are you paying for my unit to get returned to you?
A. Yes. The return and replacement will be at no cost to you.

Q. Are you going to compensate me for the trouble?
A. We are working to make this return and replacement as easy as possible for you. We do recognize the inconvenience we’ve caused you and we do appreciate your understanding and cooperation. With your replacement Clarisonic we’re supplying you, a free Delicate brush head and new travel cap (a $25 value), and a new and extended 2-year warranty.

Q. My friend got an MD from her spa. Can I swap for an MD?
A. No. We can only replace your current model. We can, however, upgrade your Clarisonic to our new limited edition Pink Clarisonic. It’s $25, of which $10 is donated to the fight against breast cancer.

Q. How do I know this new unit is safe?
A. Your replacement product will include advanced engineering which securely corrects the potential problem. It also carries a fresh warranty, doubled to 2 years.

Q. How long is my warranty?
A. Your replacement Clarisonic will have a fresh warranty, and it will be doubled to 2 years.

Q. Will I get a new unit?
A. All replacement Clarisonics are brand new, and they come with a fresh warranty doubled to 2 years.

You’ll also get a new Delicate brush head, and a new travel cap – it makes taking off and putting on the brush head easy.