Return and refund policy

Return and Refund Policy

We strive to ensure you are completely satisfied with your purchase. If a product does not meet your expectations, we offer a 15-day return window from the date of delivery, subject to the conditions outlined below. This policy applies exclusively to purchases made directly through our online store.

1. Timeframe for Returns You have exactly 15 calendar days from the moment your package is delivered to request a return. It is crucial to reach out to us within this period. Requests made after this 15-day window will generally be declined, unless mandated otherwise by applicable consumer protection laws.

2. Conditions for Return Acceptance For a return to be authorized, the merchandise must satisfy the following criteria:

  • The product must remain completely unworn, unwashed, and in its original, brand-new condition.

  • All original tags, labels, accessories, and protective packaging must be intact and included.

  • The item cannot show any evidence of wear, such as odors, stains, tears, or modifications.

  • Proof of purchase or order identification must be included in the return package.

We reserve the right to reject any return that fails to comply with these standards.

3. Initiating a Return To begin the return procedure, please email our support team at support@calivorahome.com. Ensure your email contains the following details:

  • Your full name

  • Your order number

  • The specific item(s) you are returning

  • A brief explanation for the return

  • Clear photos (only necessary if you are reporting a damaged, defective, or incorrect product).

Important: Please wait for our explicit authorization and instructions before mailing your package back to us.

4. Return Shipping Expenses Customers are responsible for covering all return shipping fees. However, if the return is necessary due to an error on our part (e.g., you received a damaged, defective, or wrong item), we will cover the shipping costs and facilitate the process. We highly recommend using a trackable shipping method, as we cannot accept responsibility for return packages lost in transit.

5. Inspection of Returned Goods Once your return reaches our facility, our team will carefully inspect the item's condition. If it passes inspection, your refund will be authorized. If the item arrives damaged, used, missing tags, or unfit for resale, we may decline the refund or deduct a proportionate fee from your total refund amount. We will notify you via email as soon as the inspection is finished.

6. Refund Issuance Approved refunds will be credited back to the original payment method used during checkout. Please allow up to 10 business days for the funds to be processed after approval. Depending on your financial institution, it may take additional time for the balance to officially reflect in your bank account. Please note that original shipping charges are non-refundable unless the return is directly due to a company error.

7. Product Exchanges At this time, we do not process direct item exchanges. If you prefer a different size, color, or style, the fastest way to get what you want is to process a return for your original item and place a new, separate order on our website.

8. Damaged, Defective, or Incorrect Items If your shipment arrives with a defect, transit damage, or contains the wrong product, please contact us immediately at support@calivorahome.com. Include your order number and photographic evidence of the issue. Our team will assess the situation quickly and provide an appropriate resolution, which may include a replacement, a full refund, or specific return instructions.

9. Non-Returnable Items For health, hygiene, and customization reasons, certain items are exempt from being returned (unless legally required or defective). These exclusions include:

  • Merchandise that has been worn, washed, or altered by the buyer.

  • Products missing their original tags or packaging.

  • Personalized or custom-made goods.

  • Gift cards (where applicable).

  • Intimate or hygiene-sensitive items.

If you are unsure whether your specific item qualifies for a return, please consult us prior to shipping it back.

10. Statutory Rights and Withdrawal Nothing within this document limits your mandatory rights under applicable consumer protection laws. For customers residing within the European Union, this 15-day commercial return policy is offered alongside, and in support of, your statutory right of withdrawal.