RETURN & REFUND POLICY

RETURN & REFUND POLICY (EU/EEA) — CALINACHI Cosmetics (EU Warehouse)

This policy applies to consumer orders shipped from our EU warehouse and delivered within the European Union / European Economic Area (EU/EEA).

1) Right of Withdrawal (14 days)

If you purchase from our website as a consumer, you have the right to withdraw from the contract within 14 days without giving any reason. For goods, the 14-day period starts on the day you (or a person you nominate) receive the order.

2) How to Request a Return (Withdrawal)

To exercise your right of withdrawal, email us within the 14-day period at:

shop@calinachi.com
Subject: Return Request — Order #[XXXX]

Please include:

  • Full name

  • Order number

  • Products you want to return

  • Delivery address / phone (for identification)

You may also use the Model Withdrawal Form at the end of this policy (optional).

3) Cosmetics & Hygiene — Return Eligibility

For hygiene and consumer safety reasons, we can accept returns only if the item is:

  • unopened, unused, and in original packaging, and

  • any protective seal / hygiene seal is intact (if applicable).

If a cosmetic product has been opened, used, or unsealed, it cannot be returned under the right of withdrawal (unless it is defective, damaged, or incorrect).

4) Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to, among others:

  • sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery (commonly relevant for cosmetics).

5) Returning the Goods — Deadline

After you notify us of withdrawal, you must send the goods back within 14 days.

6) Refunds — Amount & Timing

If your return is accepted, we will refund:

  • the product price, and

  • the cost of standard delivery (if you chose express/premium shipping, only standard delivery is refunded).

Refund timing:

  • We issue refunds within 14 days from the day we are informed of your withdrawal, but we may withhold the refund until we receive the goods back or you provide proof of return shipment.

Refund method:

  • Refunds are made using the same payment method used for the purchase (unless agreed otherwise).

7) Return Shipping Costs

  • If you return items because you changed your mind (withdrawal), you pay the direct cost of return shipping, unless we state otherwise.

  • If the return is due to a defect, damage in transit, or an incorrect item, we will cover the return shipping (or offer a replacement / refund, depending on the case).

8) Diminished Value (Handling Beyond What’s Necessary)

You are only responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

9) Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us at shop@calinachi.com as soon as possible with:

  • Order number

  • Photos of the item and packaging

  • A short description of the issue

Under EU rules, faulty goods are covered by a minimum 2-year legal guarantee, and you may be entitled to repair, replacement, or refund depending on the case.

10) Return Address (EU Warehouse)

Bigarena Fulfillment Europe s.r.o.
Priemyselný park 485, hala 12/15
930 03 Kostolné Kračany
Slovakia

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