Return and Refund Policy

Last updated: 19/8/26

1. Introduction

1.1 This Returns and Refund Policy (the "Policy") explains how Caliora ("Caliora", "we", "us" or "our") handles returns, exchanges and refunds for products purchased from our online store at shopcaliora.com.

1.2 By placing an order with us, you agree to this Policy in addition to our Terms of Service.

2. Your Statutory Rights

2.1 If you are a consumer in the United Kingdom or Sweden purchasing from us online, you have statutory rights that this Policy does not limit or exclude.

2.2 United Kingdom: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, you have rights relating to cancellation of distance contracts and remedies for faulty, damaged or misdescribed goods.

2.3 Sweden: Under the Swedish Distance and Off-Premises Contracts Act (Lag om distansavtal och avtal utanför affärslokaler) and the Swedish Consumer Sales Act (Konsumentköplagen), you have similar protections.

2.4 If there is any conflict between this Policy and your statutory rights, your statutory rights will take precedence.

3. Your 14-Day Right to Cancel

3.1 As an online customer, you have the right to cancel your order within 14 days without giving any reason. This is your statutory cooling-off period.

3.2 The cancellation period expires 14 days after the day on which you, or a person you have nominated, receives the goods. For orders delivered in multiple parcels, the period runs from the day you receive the last parcel.

3.3 For Subscription orders, this 14-day right applies to each individual delivery.

3.4 To cancel, inform us by a clear statement before the 14-day period expires. You can do this by emailing info@shopcaliora.com with your order number and a statement that you wish to cancel.

3.5 If you cancel within the 14-day period:

• We will refund all payments received from you, including the cost of standard delivery (if applicable).
• If you chose a delivery method more expensive than standard, we will refund only the cost of standard delivery.
• You must return the goods to us without undue delay and no later than 14 days after notifying us of cancellation.
• You bear the direct cost of return shipping unless we agree otherwise.
• We will process the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

3.6 You may examine the goods as you would in a shop, but if you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any reduction in value.

4. Voluntary 30-Day Returns

4.1 In addition to your 14-day statutory right, we offer a voluntary 30-day return window from the date you receive your order, subject to the conditions below.

4.2 To be eligible for a voluntary return, products must be:

• Unused, unworn and unwashed
• In their original condition with all tags attached
• In their original, undamaged packaging
• Including all accessories, manuals, documentation and any bundled items

4.3 We do not accept voluntary returns for products that have been used, worn, washed, altered, damaged after delivery, or are no longer in their original condition or packaging.

4.4 Sale, promotion or clearance items may be returned under this voluntary policy only if they are faulty, damaged or misdescribed, or within the 14-day statutory cancellation period.

5. Faulty, Damaged or Misdescribed Items

5.1 If your product arrives faulty, damaged or not as described, you have statutory rights to a repair, replacement, refund or price reduction.

5.2 Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery for a full refund. After 30 days and up to 6 months, we must be given the opportunity to repair or replace. After 6 months, the burden shifts to you to prove the fault was present at the time of delivery.

5.3 To report a fault or issue, please contact us as soon as reasonably possible at info@shopcaliora.com with:

• Your order number
• A clear description of the fault, damage or issue
• Clear photos and/or videos showing the problem

5.4 We aim to respond within 24 hours. We will confirm whether you will receive a repair, replacement, refund or store credit, taking into account your statutory rights and the circumstances.

5.5 Where the product is confirmed as faulty, damaged or misdescribed, we will cover the cost of return shipping.

6. How to Request a Return

6.1 Before sending any product back, please contact us at info@shopcaliora.com to request return approval and instructions.

6.2 Please do not send products back without contacting us first. Returns sent without approval, without the required reference details, or to the wrong address may not be accepted or processed.

6.3 Once your return is approved, we will provide you with:

• The return address
• Any reference or RMA number to include with the parcel
• Any specific instructions

7. Return Shipping and Risk

7.1 Unless we are legally required to cover return costs, or we have confirmed that your item arrived faulty, damaged or misdescribed, you are responsible for arranging and paying for return shipping.

7.2 We strongly recommend using a tracked and, where appropriate, insured shipping service. We are not responsible for items lost, delayed or damaged during return transit when you arrange the shipment.

7.3 Your refund or exchange may be delayed or refused if the returned item does not reach us or arrives in a condition that does not meet this Policy.

8. Refunds

8.1 Once we receive your returned product, we will inspect it and notify you by email whether your return has been approved or rejected.

8.2 Approved refunds will be issued to the original payment method you used, unless we agree otherwise.

8.3 We aim to process approved refunds within 7 business days of receiving the returned product. The time for funds to appear in your account may vary depending on your bank or payment provider (typically 5–10 additional business days).

8.4 Original shipping charges are non-refundable except where the product is confirmed as faulty, damaged or misdescribed, or where we are legally required to refund them (for example, under the 14-day statutory cancellation right).

9. Exchanges

9.1 Subject to stock availability and the conditions in this Policy, we may offer exchanges for eligible products.

9.2 If the requested exchange item is unavailable, we may offer a refund or store credit instead.

9.3 Any difference in price between the original and replacement product, and any additional shipping charges, may be payable by you.

10. Subscription Orders

10.1 The 14-day statutory cancellation right and our 30-day voluntary return policy apply to each Subscription delivery.

10.2 You may cancel, pause or modify your Subscription at any time through your account portal or by emailing info@shopcaliora.com. There are no cancellation fees.

10.3 If you cancel your Subscription, cancellation takes effect from the next billing cycle. We will not charge you for future deliveries. Products already dispatched may be returned under this Policy.

11. International Returns (Sweden)

11.1 Customers in Sweden have the same statutory cancellation rights as described in section 3 under the Swedish Distance and Off-Premises Contracts Act.

11.2 For returns from Sweden, please contact us at info@shopcaliora.com for country-specific return instructions.

11.3 Return shipping costs from Sweden are the customer's responsibility unless the product is faulty, damaged or misdescribed.

11.4 We are not responsible for any customs duties, taxes or fees that may apply to returned shipments.

12. Incorrect or Unauthorised Returns

12.1 Returns sent without approval, to an incorrect address or without the required information may not be accepted or processed.

12.2 If a returned product is ineligible for a refund or exchange, we may return it to you at your cost or dispose of it after giving you reasonable notice.

13. Contact Us

13.1 If you have questions about this Policy or would like to request a return, refund or exchange, please contact us at:

• Email: info@shopcaliora.com

Please include your order number and a clear explanation of your request so we can assist you as quickly as possible.

14. Changes to This Policy

14.1 We may update this Policy from time to time. Changes will be posted on this page with an updated "Last updated" date and will apply to orders placed after the updated Policy is published.