Refund policy
We want you to love your Calisanela. If something isn't right, here's how returns and refunds work.
Our 100-day promise
We offer a 100-day money-back promise. If you're not happy with your purchase, you can request a refund within 100 days of receiving your order, subject to the conditions below.
Your statutory right to cancel (UK)
Separately from our 100-day promise, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, for any reason. To exercise this right, contact us at support@calisanela.com within that 14-day period. You then have a further 14 days to return the item. Where you cancel under this statutory right, we'll refund the price of the product and the standard outbound delivery cost.
How to start a return
Email support@calisanela.com with your order number and the reason for your return, and we'll confirm the next steps. Where a physical return is required, please send it to:
Calisanela Returns
109 Barclay Way
Livingston
EH54 8HA
United Kingdom
Please contact us before sending anything back, so we can authorise your return and make sure it's processed correctly.
Condition of returned items
For hygiene reasons, items must be returned in clean, resaleable condition with all original packaging and accessories. Used or soiled grinding heads cannot be returned. The main device may be returned provided it is clean and undamaged.
Return shipping costs
- If you're returning an item under your 14-day statutory right, or because it's faulty or not as described, we cover the return cost.
- For change-of-mind returns under our 100-day promise (outside the 14-day statutory window), return shipping is paid by you.
In some cases — particularly for lower-value items — we may offer a refund without requiring the product back. If so, we'll confirm this by email.
Refunds
Once we've received and inspected your return (or confirmed a no-return refund by email), we'll process your refund to your original payment method within 14 days. Refund timing on your statement depends on your bank or card provider.
Faulty or damaged items
Under the Consumer Rights Act 2015, if your item is faulty, you may be entitled to a repair, replacement, or refund. If your item arrives damaged or develops a fault, contact support@calisanela.com with your order number and a photo, and we'll sort it out.
Questions?
Email us at support@calisanela.com — we're happy to help.