Refund policy

Last updated: October 12, 2026

At Kalvessa, we want you to be satisfied with your purchase. If something is not right with your order, please review the policy below.

1. Return Eligibility

Unless stated otherwise on the product page, eligible products may be returned within [7/14/30] days of delivery.

To qualify for a return, the product must:

  • Be unused and unworn
  • Be in its original condition
  • Include original tags, packaging, accessories, and documentation
  • Show no signs of misuse, damage, stains, scratches, odours, or alteration
  • Be accompanied by proof of purchase or order details

Products returned without meeting these conditions may not qualify for a refund.

2. Non-Returnable Products

Returns may not be accepted for:

  • Personalised or customised products
  • Products embossed with names, initials, or custom text
  • Made-to-order products
  • Gift cards
  • Final-sale or clearance items where stated
  • Products damaged through misuse or improper care
  • Products showing significant signs of use
  • Items returned after the applicable return period

Your statutory consumer rights, where applicable, are not affected.

3. Personalised Products

Because personalised products are created specifically for you, they generally cannot be returned or exchanged due to a change of mind.

However, if a personalised item arrives damaged, defective, or different from what you ordered, please contact us and we will review the issue.

4. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

If you receive an incorrect, damaged, or defective product, contact us at [Support Email] within [48 hours/7 days] of delivery.

Please provide:

  • Order number
  • Description of the issue
  • Clear photographs or videos of the product
  • Photographs of the packaging where applicable

After reviewing the information, we may offer a replacement, exchange, refund, or another appropriate resolution.

5. How to Request a Return

Before returning a product, contact us at:

[Support Email]

Please include your order number and reason for the return.

Do not return a product without receiving return instructions from our customer support team.

6. Return Shipping

Unless the product is confirmed to be damaged, defective, or incorrectly supplied, return shipping costs may be the customer's responsibility.

Original shipping charges may be non-refundable unless required otherwise by applicable law.

We recommend using a trackable shipping method for returns.

Kalvessa cannot be responsible for return parcels lost before they reach our designated return location.

7. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method.

Please allow approximately 5–10 business days after approval for your bank or payment provider to process the refund.

Processing time may vary depending on your financial institution.

8. Exchanges

If exchanges are available, they are subject to product and colour availability.

The fastest way to obtain another item may be to return the original eligible product and place a new order.

9. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has entered processing, personalisation, fulfilment, or shipping.

Personalised and customised orders may not be cancellable after production has started.

10. Contact

For returns and refunds:

Kalvessa
Email: [Support Email]
Phone: [Phone Number]