Refund policy
Last updated: August 2026
Summary
This Refund Policy explains when and how you can return a product bought from Callixe and receive a refund, replacement, or store credit. It covers our return window, the condition items must be in, how to start a return, who pays return shipping, and how quickly refunds are processed.
In short: you have 30 days from delivery to request a return; items should be unused, in original condition and packaging; some items (like final-sale or hygiene-sensitive goods) can't be returned; faulty or wrong items are our responsibility and returned at our cost; and approved refunds are issued to your original payment method within a few business days of us receiving the item. To start, email support@callixe.store with your order number.
At Callixe we want you to be genuinely happy with your purchase. If something isn't right, this Refund Policy explains your options and how to exercise them. It applies to all orders placed through callixe.store and forms part of our Terms of Service.
1. Return Window
You may request a return within 30 days of the date your order is delivered. Requests made after this window has closed may not be accepted, although we will always consider the circumstances and, at our discretion, may offer a resolution for genuine issues raised outside the standard window. To be counted as on time, a return request simply needs to be submitted to us by email within the 30-day period.
2. Condition of Returned Items
To be eligible for a standard return, items should be:
- unused and in the same condition in which you received them;
- free from signs of wear, damage, or soiling that go beyond what is reasonable for inspecting the product;
- returned with all original packaging, accessories, cables, manuals, and any free gifts included in the order; and
- accompanied by proof of purchase, such as your order number or confirmation email.
We understand you may need to open and briefly try a product to decide whether to keep it. Handling the item to check it is fine; using it beyond what is necessary to establish its nature and function may reduce the refund or make the item ineligible for return.
3. Non-Returnable Items
Certain items cannot be returned for reasons of hygiene, safety, or their nature, unless they arrive faulty or defective. These may include:
- products marked as final sale or clearance at the time of purchase;
- hygiene-sensitive items where a protective seal has been opened;
- gift cards or promotional credit; and
- items that have been damaged through misuse after delivery.
Where an item is non-returnable, this will generally be indicated on the product page or at checkout.
4. Faulty, Damaged, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery so we can put it right quickly. Send us your order number along with a short description and, where possible, photos or a video showing the issue. For faults, damage in transit, or picking errors that are our responsibility, we will cover the cost of return shipping and offer you a free replacement, or a full refund including any original shipping charges, according to your preference and product availability.
5. How to Start a Return
Starting a return is simple:
- Email support@callixe.store with your order number and the reason for your return.
- Our team will review your request and, if approved, send you return instructions and the correct return address.
- Pack the item securely, ideally in its original packaging, and send it back using the method we provide.
- Keep your tracking or proof of postage until your return has been processed.
Please do not send items back before receiving return instructions from us, as returns sent to an incorrect address or without prior approval may be delayed or unable to be processed.
6. Return Shipping Costs
Where a return is due to a fault, damage, or an error on our part, we cover the cost of return shipping. Where you are returning an item because you have changed your mind or no longer want it, you are responsible for the cost of returning the item to us, unless we state otherwise. Original shipping charges are non-refundable on change-of-mind returns. We recommend using a tracked service, as we cannot be responsible for items lost on their way back to us.
7. Refund Processing
Once we receive your returned item, we will inspect it and notify you of the outcome. If your return is approved, we will process your refund to your original payment method. Refunds are typically issued within 3 to 5 business days of approval, though it may take additional time for your bank or payment provider to post the funds to your account, depending on their processing times.
Refund amounts reflect the price paid for the returned item. Any discounts applied to your order are taken into account, and original shipping charges are refunded only where the return results from a fault, damage, or our error.
8. Exchanges
If you would like a different item, the quickest way is usually to return the original item for a refund (subject to this policy) and place a new order for the item you want. If you would prefer a direct exchange — for example for a different variant of the same product — contact us at support@callixe.store and we will do our best to arrange this subject to availability.
9. Late or Missing Refunds
If you have not received a refund you expect, please first check your bank account or payment statement again, then contact your card issuer or payment provider, as there is often a processing delay before a refund is officially posted. If you have done this and still have not received your refund, please contact us at support@callixe.store and we will investigate on your behalf.
10. Order Cancellations
If you wish to cancel an order, contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and issue a full refund. If it has already been dispatched, you may return it once received in line with this policy. This does not affect your statutory rights.
11. Contact
For any questions about returns or refunds, or to begin a return, contact our support team at support@callixe.store. Please include your order number so we can help you as quickly as possible. We aim to respond within one to two business days.