Refund policy

Your 14-Day Right to Cancel

Under UK law, you can cancel your order without giving a reason within 14 calendar days after the day you receive it, or the last item if your order arrives in several deliveries, except for the products listed under Exceptions. Tell CALVERN within that period. You then have 14 calendar days to send the items back.

This is your statutory right, not an additional benefit offered by our store. You may notify us by email using any clear statement of cancellation; using the form below is optional.

Optional 30-Day Extended Returns

Where offered before checkout is completed, you may choose to purchase 30-Day Extended Returns. This extends the period for notifying us of a change-of-mind return to 30 calendar days after receipt. After notifying us, send the goods back within 14 calendar days.

This option is voluntary, is never pre-selected and is charged only if you choose it. Any additional price is clearly disclosed before purchase. It extends only the change-of-mind return period.

The fee for this option is refunded if you cancel the entire order within your statutory 14-day cancellation period, or whenever required by law. Otherwise, the fee is non-refundable.

This service is not a statutory guarantee. It does not replace, restrict or condition your legal rights. Any mandatory equal or longer return period applies whether or not you purchase the option.

Change of Mind

For returns under the extended service after the first 14 days, items must be unused, suitable for resale and free from damage caused by the customer. Include original packaging where reasonably applicable, together with labels, accessories and components.

These conditions do not apply to cancellations within your 14-day right to cancel. In that case, we may only deduct an amount where handling beyond what is necessary to examine the goods, as you would in a shop, has reduced their value, and only where the law allows.

Please take reasonable care of items while they are in your possession. These extended-service conditions do not restrict rights concerning faulty or misdescribed goods.

Exceptions

The change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised. Merely ordering a standard size or colour does not make an item personalised.

Sealed goods genuinely unsuitable for return for health protection or hygiene reasons may be excluded once unsealed, where the law permits. This is not a general exclusion for clothing or accessories.

These exceptions never remove mandatory rights where goods are faulty, damaged, incorrect or not as described.

Return Costs

Eligible change-of-mind returns are free of charge. We provide return instructions and, where applicable, a prepaid return label. We also cover necessary return costs for faulty, damaged, incorrect or misdescribed goods. Contact us before arranging postage so we can provide the appropriate return method.

Faulty or Incorrect Products

Under UK law, you can reject a faulty item within 30 days of delivery for a full refund. After that, you are entitled to a repair or replacement and, if that does not resolve the problem, a refund or price reduction, subject to the applicable statutory rules.

Contact us if goods are damaged, incorrect, incomplete or not as described. These legal remedies are free and never depend on purchasing 30-Day Extended Returns. Any additional mandatory rights remain unaffected.

How to Return

Email sac@calvern.store with your order number and the items you wish to return. A reason is optional for cancellation. Photographs may help us investigate damage or an incorrect item, but are not a condition of exercising your statutory cancellation right.

We will provide the return instructions and destination. Keep proof of posting. You do not need to wait for approval to give valid cancellation notice within the legal deadline.

Refund Process

Refunds are issued to your original payment method within 14 days of receiving the items back or proof that you sent them. We use whichever occurs first. Where another legal deadline applies, including to the rejection of faulty goods, we follow that deadline.

For faulty goods rejected under your statutory rights, any refund due will be made without undue delay and within 14 days after we agree that you are entitled to it. We do not charge a refund fee.

Original standard delivery charges, if any were paid, are refunded where required by law. Any permitted deduction for diminished value is limited to loss caused by handling beyond necessary inspection.

After we issue a refund, your bank, card issuer or payment provider may require additional processing time before it appears in your account.

Exchanges

You may request an exchange for an available item of equivalent value. If an exchange is unavailable, we will discuss a refund or another appropriate solution. An exchange request does not reduce your statutory rights.