Refund policy

Last updated: 7th of June 2026

At Calmi, we want you to feel confident in every purchase. If something isn’t right, we’ll always aim to resolve it fairly and quickly.

This policy complies with UK consumer law, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

1. Returns Eligibility

You may request a return within 30 days of receiving your order. Once approved, item(s) must be returned within 14 days.

To be eligible for a return, your item(s) must be:

  • In a resaleable condition

  • Unused, or only lightly inspected as you would in a physical store

  • Returned with original packaging, parts, and accessories

We reserve the right to refuse returns that are not in resaleable condition, unless the item(s) is faulty or not as described.

2. Change of Mind Returns

If you change your mind, you may request to return your item(s) within 30 days of receiving the item(s). Once approved, items must be returned within 14 days.

For change-of-mind returns:

  • The customer is responsible for return shipping costs

  • Refunds may be subject to a small deduction if the item(s) is not returned in resaleable condition

Condition-based deductions:

  • 0 to 15% deduction for items returned opened but unused

  • Higher deductions may apply only where items are not in resaleable condition

Any deduction will always reflect the actual condition of the returned item(s) and handling costs.

You will be informed of any deduction before your refund is processed.

3. Faulty, Damaged, or Incorrect Items

If your item(s) arrives faulty, damaged, or incorrect, please contact us immediately.

In these cases:

  • You will receive a full refund or replacement

  • Return shipping costs will be covered by us where applicable

This does not affect your statutory rights under UK law.

4. Refund Options

Once your return is received and inspected, you may choose one of the following:

Option 1: Standard Refund

A refund will be issued to your original payment method.

Please note:

  • Refunds may take a few business days to appear, depending on your bank or payment provider.

Option 2: Store Credit (+10% Bonus)

You may choose to receive store credit instead of a cash refund.

If you choose this option, you will receive:

  • Your full order value as store credit

  • An additional 10% bonus credit

Store credit can be used on any future purchase at Calmi and is issued instantly once your return is approved.

5. Refund Processing Time

Once your return is received and approved, we will process your refund or store credit within 5 to 10 business days.

6. Return Shipping

  • For change-of-mind returns, customers are responsible for return shipping costs.

  • For faulty, damaged, or incorrect items, we will cover return shipping costs where applicable.

7. Non-Returnable Situations

We cannot accept returns if:

  • The item(s) is requested to be returned after 30 days

  • The item(s) is returned after 14 days of approval of the return

  • The item is not in resaleable condition (unless faulty)

  • Parts or packaging are missing due to customer handling

8. Order Responsibility

It is the customer’s responsibility to ensure:

  • The product is suitable for their space and requirements

  • Measurements are checked before purchase

We strongly recommend reviewing product specifications carefully before ordering.

9. Contact Us

If you have any questions about returns or refunds, please contact:

support@calmionline.com