We want you to feel informed when resolving an order issue. Please review the eligibility requirements and contact Customer Care before sending merchandise back. The designated return address and instructions will be provided after your request has been reviewed.

The Return Journey

Three key stages explain how an eligible return moves from your request to a refund.

Return & Refund Guidelines

Review the full policy below for return eligibility, shipping responsibilities, product issues, and payment timelines.

1. Return Window and Eligibility

   Eligible products may be returned within 30 calendar days after confirmed delivery.

   To begin, email service@calunovi.com before sending merchandise. Customer Care will review the request, determine eligibility, and provide the applicable return instructions.

   Returns sent without prior authorization, or shipped to an address not supplied by Customer Care, may not be accepted.

   Important: Please wait for return instructions before shipping an item. The company's registered business address is not automatically the designated return warehouse.
2. Condition of Preference-Based Returns

   For a preference-based return, the item should generally be unused, unaltered, and in its original condition.

   Where applicable, please include the original product, original packaging, accessories and included components, manuals or inserts, and proof of purchase or the relevant order number.

   Different requirements may apply when an item arrives damaged, defective, incorrect, incomplete, or materially different from its description. Please contact Customer Care so the issue can be reviewed under the appropriate process.

3. How to Request a Return

   Email service@calunovi.com with the following details:

   • Your order number.
   • The product you wish to return.
   • The reason for the return.
   • Relevant photographs or videos where necessary to explain the issue.

   Customer Care will review the information and, where the return is approved, provide the correct return warehouse address and shipping instructions.

   Return address: Do not automatically send merchandise to the business registration address. That address is provided for business transparency and correspondence, not as a universal return destination.

4. Items That May Be Excluded from Preference-Based Returns

   Certain products may be excluded from preference-based returns because of personalization, product-integrity, health, hygiene, or safety considerations.

   Where applicable, exclusions may include:

   • Customized or personalized products.
   • Opened hygiene-sensitive products.
   • Gift cards.
   • Items clearly identified as final sale.
   • Products clearly identified as non-returnable before purchase.

   Eligibility depends on the item, the circumstances, and applicable law. These exclusions do not limit consumer rights or remedies that cannot lawfully be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Items

   Please inspect your order after delivery. If an item arrives damaged, defective, incorrect, incomplete, or materially different from its product description, contact us as soon as reasonably possible.

   Where possible, we recommend contacting Customer Care within 7 days after delivery so the issue can be reviewed promptly.

   Include your order number and clear photographs of the product, packaging, and shipping label where relevant. These details can help us understand the reported issue.

   If the issue is confirmed, an appropriate replacement, refund, or return solution will be provided without requiring the customer to bear the reasonable return-shipping cost caused by that issue.

   For product issues: Please contact Customer Care before arranging a return. The appropriate resolution will depend on the circumstances and the information available.
6. Who Pays for Return Shipping?

   Preference-Based Returns

   If an item is returned because of a change of mind, an incorrect personal selection, or another reason not caused by a product or fulfillment issue, the customer is generally responsible for return shipping costs.

   Confirmed Product or Fulfillment Issues

   If we confirm that an item is damaged, defective, incorrect, incomplete, or materially misdescribed, an appropriate return, replacement, or refund solution will be provided without requiring the customer to bear the reasonable return-shipping cost caused by that issue.

   No separate restocking fee is charged for approved eligible returns.

   Shipping-cost distinction: Preference-based returns and confirmed product-related issues are handled differently. Contact Customer Care to receive the instructions applicable to your case.
7. Refund Processing and Timing

   After an approved return reaches the designated return facility, we aim to complete the inspection within 5 business days.

   If the return is approved after inspection, the refund will be issued to the original payment method within 1–3 business days after approval.

   A bank, card issuer, PayPal, or another payment provider may require additional time to post the refunded funds. This provider posting period is separate from our refund-issuance timeframe.

   Where permitted by applicable law, an appropriate deduction may apply if returned merchandise is missing components or has suffered avoidable loss in value caused by use, alteration, or damage beyond what was reasonably necessary to inspect the product.

8. Available Resolutions for Product Problems

   A physical return may not always be necessary when a damaged, defective, incorrect, incomplete, or materially misdescribed item is confirmed.

   Depending on the circumstances and the information provided, Customer Care may offer:

   • A replacement product.
   • A full or partial refund, as appropriate.
   • An approved return and refund arrangement.
   • Another appropriate resolution based on the reported issue.

   The available resolution depends on the specific circumstances and applicable legal requirements. Please contact Customer Care before returning an affected item.

9. Exchanges and Product Replacements

   Exchange availability depends on current inventory and the product or variation requested.

   In some situations, the most efficient option may be to complete an approved return and place a new order for the desired product or variation.

   Before sending an item for an exchange, contact service@calunovi.com so Customer Care can explain the available options and applicable instructions.

10. Order Changes and Cancellations

    If you need to change or cancel an order, contact service@calunovi.com within 12 hours after purchase.

    We will make reasonable efforts to accommodate eligible requests, but a cancellation or modification cannot be guaranteed once processing, fulfillment, shipment preparation, or dispatch has begun.

    No separate cancellation fee is charged merely for submitting an eligible cancellation request.

    If an order has already entered fulfillment or shipment preparation, contact Customer Care for guidance on the available next steps.

11. Delayed Refunds and Payment Provider Support

    If we have confirmed that a refund was issued but the credit has not appeared within the payment provider's normal processing period, contact the relevant bank, card issuer, PayPal, or other payment provider first.

    If you still need assistance after contacting the provider, email service@calunovi.com with your order number and the relevant refund details.

    For your security, do not send complete payment-card numbers, passwords, or other sensitive payment credentials by email.

12. Consumer Rights and Legal Protections

    This policy explains our standard return, refund, and cancellation procedures. Nothing in it limits statutory consumer rights, remedies, warranties, or protections that cannot legally be excluded or restricted under applicable law.

    Where mandatory consumer-protection requirements apply, those requirements remain in effect even if they differ from the standard procedures described on this page.

    Customers may contact Customer Care with questions about a particular return or product issue to receive information about the applicable process.