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

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.com or the Clarisonic App before 10/31/2020, 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.com/warranty/Warranty.html for more details or call 1-888-525-2747 & choose option 1.

Warranty Term by Device:
Mia Men: 1 year
Mia Prima: 1 year
Mia 1: 1 year
Mia Smart: 2 years
Mia 2: 2 years
Mia Fit: 2 years
Alpha Fit: 2 years
Smart Profile Uplift: 2 years

I lost my charger and the website is sold out of replacement chargers, what do I do?
We recommend checking with one of our authorized retailers to see if they still have inventory. If you still cannot find the charger that corresponds to your device, call Customer Care at 1-888-525-2747 & choose option 1 for assistance.

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.com, 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 1-888-525-2747 & choose option 1.

Will device registration still be available?
Yes, device registration will still be available on www.clarisonic.com until 9/30/2020. Starting 10/1/2020, device registration will be available through the Clarisonic App only, through 10/31/2020. This Clarisonic App can be downloaded via the Apple App Store https://apps.apple.com/gb/app/clarisonic-app/id1396016355?ign-mpt=uo%3D2 or the Google Play Store https://play.google.com/store/apps/details?id=com.clarisonic.newapp

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.com or the Clarisonic App on or before 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 9/30/2020 and the last day to register on the Clarisonic App 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 www.clarisonic.com/return-policy/customer-service-return-a-product.html for more information. To receive a Return Authorization (RA) please contact customer service at 1-888-525-2747. You will be provided with a FedEx Smart Post label for the return of your product.

List of Authorized Retailers:

  • Clarisonic.com
  • Amazon.com
  • QVC live & qvc.com
  • Sephora stores & Sephora.com
  • Ulta Beauty stores & Ulta.com
  • Costco
  • Skincare Professional Offices – Dermatologist, Spa/Salon
  • US Military Exchange

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 www.clarisonic.com/return-policy/customer-service-return-a-product.html for more information.

What will happen to my Auto-Replenishment subscription?
Due to overwhelming demand, we cannot fulfill remaining subscription orders. As of July 31, 2020, any existing auto-replenishment subscription(s) will become inactive. You will no longer receive your reoccurring brush head or cleanser order if your next shipment falls after 7/31/2020, depending on product availability. We apologize for the inconvenience and encourage you to move your next shipment date up so that you can still receive one last order.

How do I move up my next shipment date?
You can move up your existing Auto-Replenishment next ship date by following the below:

  1. Log-in to your Clarisonic.com account
  2. Under My Account click on Auto-Replenishment
  3. Your Auto-Replenishment dashboard should appear
  4. Under Upcoming Shipments select the subscriptions you want shipped earlier and click the SEND NOW button
  5. Confirm that you want this order shipped in the next 24 hours (or as processing time permits)
  6. You will receive a shipment confirmation once shipped

Can I cancel my subscription before 7/31/2020?
Yes, you can cancel your subscription any time before 7/31/2020 on www.clarisonic.com by following the steps below:

  1. Log-in to your Clarisonic.com account
  2. Under My Account click on Auto-Replenishment
  3. Your Auto-Replenishment dashboard should appear
  4. Find the product you want to cancel and click Cancel Replenishment
  5. Continue this process for each product that is on subscription
  6. Your cancelled subscription for each item will now appear under INACTIVE REPLENISHMENTS

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.

Will free engraving still be offered for devices?
At this time we have decided to no longer offer engraving on our Clarisonic devices.

 

What will happen to my Loyalty Account?
All Clarisonic Rewards loyalty accounts will become inactive on 9/30/2020.

Will I be able to use my unused rewards?
Yes, you will be able to use your Clarisonic rewards before they expire. Please log into your account at https://www.clarisonic.com/my-clarisonic-account and click on Clarisonic Rewards in order to view any unused rewards and their expiration date. Any rewards that have an expiration date after 9/30/2020 will expire on 9/30/2020.

Will I still earn new rewards?
At this time, we will not be issuing any new rewards.

When will the Loyalty program end?
The Clarisonic Rewards loyalty program will end on 9/30/2020.

Can I use my Loyalty rewards with the 50% off discount?
Yes, you will be able to use any unredeemed rewards in combination with the current sitewide discount pricing. Rewards will become inactive on 9/30/2020, so be sure to use before then.

What will happen to my personal information?
Clarisonic is part of the L'Oreal family of brands. So while the Clarisonic brand will not be marketing new products, we hope to keep caring for your skin.

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. If you would like to make a future purchase via another L'Oreal brand, you can enter your information at the time of checkout.

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 1-888-525-2747.

Hours of Operation

As we address the increased needs of our customers, via phone and email, please expect to experience delayed responses and longer than usual wait times.
 

Contact Us by Email

support@support.clarisonic.com

press@support.clarisonic.com


Contact Us by Phone

1-888-525-2747

1-888-525-2747

Monday through Friday,

9:00 a.m. - 8:00 p.m. Eastern