Refund policy
Return Policy
We want you to be happy with your purchase. You may request a return within 30 days of receiving your order, subject to the conditions below and any mandatory consumer rights that apply to your purchase.
European Union — Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to the legal exceptions that apply.
Exercising this right does not affect any other rights you may have under applicable consumer protection laws.
Eligibility for Returns
To request a return, please contact us at supportcalmenilla@gmail.com before sending anything back.
Where permitted by applicable law, returned products should be:
- Unused and in the condition in which they were received.
- Returned with their original packaging and tags, where applicable.
- Accompanied by proof of purchase.
Damaged, Defective or Incorrect Items
Please inspect your order when you receive it. If your item arrives damaged, defective, or you receive the wrong product, contact us at supportcalmenilla@gmail.com as soon as possible, preferably with photographs of the item and packaging.
We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.
Non-Returnable Items
Certain products may be excluded from return where permitted by law, including products that are:
- Made to your specifications or clearly personalised.
- Sealed products that are not suitable for return for health or hygiene reasons once unsealed.
- Perishable products.
- Other products that are legally excluded from the right of withdrawal.
Any such exclusion will be indicated where applicable.
How to Request a Return
Email supportcalmenilla@gmail.com with:
- Your order number.
- The product(s) you wish to return.
- The reason for the return, where applicable.
- Photographs if the product is damaged, defective or incorrect.
Do not send products back before receiving return instructions from us.
Return Shipping
Return-shipping costs depend on the reason for the return and the applicable consumer protection rules. We will provide the relevant instructions when your return request is reviewed.
Refunds
Once your return has been received and assessed, we will notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method. Processing times may vary depending on your payment provider or bank.
Where you exercise a statutory right of withdrawal, refunds will be handled in accordance with the applicable legal requirements.
Exchanges
We do not guarantee direct exchanges. If you want a different product, size or variation, you may request a return where eligible and place a new order separately.
Contact
For any questions regarding returns or refunds, contact:
supportcalmenilla@gmail.com