Refund policy

Returns & Refunds Policy

1. Introduction
   1.1 This Returns & Refunds Policy (the “Policy”) explains how we handle returns, exchanges and refunds for products purchased from our online store.
   1.2 By placing an order with us, you agree to be bound by this Policy in addition to our Terms of Service.

2. Your statutory rights (UK consumers)
   2.1 If you are a consumer in the United Kingdom purchasing from us online, you may have statutory rights under UK law, including rights in respect of faulty, damaged or misdescribed goods and rights to cancel certain distance contracts.
   2.2 Nothing in this Policy is intended to exclude or limit any legal rights you have as a consumer. If there is any conflict between this Policy and your statutory rights, your statutory rights will take precedence.

3. Change‑of‑mind returns (if offered)
   3.1 We may, at our discretion, accept returns for “change of mind” where the product is not faulty, damaged or misdescribed.
   3.2 Any such change‑of‑mind returns are subject to the eligibility conditions in section 4 and must be requested within the return period stated on our website, at checkout or in your order confirmation.
   3.3 If we do not specify a contractual return period for change‑of‑mind returns, you should assume that we do not offer change‑of‑mind returns and that returns are only available where required by law (for example, for faulty goods).

4. Return eligibility
   4.1 Subject always to your statutory rights, products may only be returned under this Policy if they are:

• Unused and unworn

• Unopened (where applicable)

• In their original condition

• In their original, undamaged packaging

• Including all original tags, accessories, manuals, documentation and any free or bundled items supplied with the product
  4.2 We do not accept returns and will not issue refunds under this Policy for products that:

• Have been used, worn, washed or otherwise show signs of use

• Have been damaged after delivery

• Have been altered, customised or modified

• Are no longer in their original condition or original packaging

• Are returned incomplete or without included accessories, manuals or documentation
  4.3 We reserve the right to inspect all returned products and to refuse a refund or exchange if the product does not meet these conditions or appears to have been handled more than reasonably necessary.

1. Faulty, damaged or misdescribed items
   5.1 If your product arrives faulty, damaged or not as described, you may be entitled to a repair, replacement, refund or price reduction, in line with your legal rights.
   5.2 To help us assess your claim, please contact us as soon as reasonably possible and no later than 7 days after receiving your order, with:

• Your order number

• A clear description of the fault, damage or issue

• Clear photos and/or videos showing the fault or damage

• Any additional information we reasonably request
  5.3 We may ask you to return the product for inspection before we confirm the remedy.
  5.4 We may reject claims where the product appears to have been:

• Damaged through misuse, neglect or improper handling

• Damaged through failure to follow care or use instructions

• Subject to unauthorised repair, alteration or modification

• Subject only to normal wear and tear
  5.5 Where your claim is accepted, we will confirm whether you will receive a repair, replacement, refund or store credit, taking into account your statutory rights and the circumstances.

1. How to request a return
   6.1 Before sending any product back to us, you must contact us 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 request is approved, we will provide you with:

• The return address

• Any reference or RMA number that must be included with the parcel

• Any specific instructions you need to follow

1. Return shipping and risk
   7.1 Unless we are required by law to cover return costs, or we have confirmed in writing that your item arrived faulty, damaged or misdescribed, you are responsible for:

• Arranging the return shipment of the product to the address we provide; and

• Paying all return shipping costs, including any applicable duties, taxes or handling charges.
  7.2 Where we have agreed that the product arrived faulty, damaged or misdescribed, we may at our discretion provide a prepaid return label, reimburse reasonable return shipping, or arrange collection.
  7.3 We strongly recommend using a tracked and, where appropriate, insured shipping service. We are not responsible for items that are lost, delayed or damaged in transit when you arrange the return shipment.
  7.4 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.

1. 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 If a refund is approved, we will usually issue it to the original payment method you used for the purchase, unless we have agreed otherwise.
   8.3 We aim to process approved refunds within 14 business days of receiving the returned product. The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
   8.4 Original shipping or delivery charges are non‑refundable, except where the product is confirmed as faulty, damaged or misdescribed, or where we are legally required to refund such charges.
   8.5 If we believe the value of the returned goods has been reduced because they were handled more than necessary, we may make a reasonable deduction from your refund, where permitted by law.

2. Non‑returnable and non‑refundable items
   9.1 In addition to any other exclusions in this Policy and subject to your statutory rights, the following are generally not eligible for return or refund:

• Products that have been used, worn, washed or otherwise show signs of use

• Products not in their original condition or packaging

• Products returned without original tags, accessories, manuals or included items

• Products damaged after delivery due to your actions or failure to follow instructions

• Sale, promotion or clearance items, unless they are faulty, damaged or misdescribed

• Gift cards, vouchers or digital credit products (if offered)

• Digital products or downloadable content (if offered) once access has been provided, except where required by law

• Any item returned outside the applicable return period communicated by us

1. Exchanges
   10.1 Subject to stock availability and the conditions in this Policy, we may offer exchanges for eligible products that meet our return criteria.
   10.2 If the requested exchange item is unavailable, we may instead offer you a refund or store credit.
   10.3 Where an exchange is agreed, any difference in price between the original and replacement product, and any additional shipping charges, may be payable by you.

2. Incorrect or unauthorised returns
   11.1 Returns sent without approval, sent to an incorrect address or returned without the required information may not be accepted, processed or refunded.
   11.2 If a product is returned that is ineligible for a refund or exchange, we may, at our discretion, return it to you at your cost or dispose of it after giving you reasonable notice.

3. Contact details
   12.1 If you have any questions about this Policy, or if you would like to request a return, refund or exchange, please contact us at:

• Email: info@shopcaliora.com

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

1. Changes to this Policy
   13.1 We may update or amend this Policy from time to time to reflect changes in our practices, products or legal requirements.
   13.2 Any 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.