Refund policy

Our Commitment to Your Satisfaction

At Calmly, we’re dedicated to ensuring you love your wellness products. If something isn’t right with your purchase from our UK online store, we’ve got you covered under this Refund Policy. Whether it’s a change of mind or a faulty item, we comply with your rights under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. Here’s how it works.

Change of Mind Returns

Not quite what you expected? You can return items for a store credit or exchange within 14 days of receiving your order, provided the item is:

Returned within 14 days from delivery;
In new, unused condition with all original packaging, tags, and seals intact;
Resalable and undamaged.

Note: We don’t accept change-of-mind returns for big itens as massage chairs due to their size and complexity.

For change-of-mind returns, you’ll receive a store credit for the product value, which you can use on any Calmly wellness product. You’re responsible for return shipping costs and risks. We recommend insuring high-value items, as we can’t issue credit or exchanges if the item doesn’t reach us.

Faulty or Incorrect Items

If your product is faulty, not of satisfactory quality, unfit for purpose, or doesn’t match its description, you’re entitled to a refund, replacement, or repair under UK law. Simply contact us within 30 days of delivery, and we’ll guide you through the process. For faulty items:

We’ll cover reasonable return shipping costs (keep your receipts);
Once received and inspected, you can choose a full refund to your original payment method, a replacement, or a repair (if available).

How to Start a Return or Exchange

Ready to return something? Follow these steps:

Contact Us First: Email our Support Team at support@thecalmlycompany.co.uk within the relevant timeframe (14 days for change of mind, 30 days for faulty items) to register your return.
Ship to Our UK Returns Centre: You can send your item directly to our authorised logistics hub.

Calmly Company
Unit 167309, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK
Returns must be shipped EXCLUSIVELY via Royal Mail. We do not accept returns via private couriers (DPD, DHL, Evri) due to security and signature requirements at our fulfillment center.
Inspection & Refund: Once we receive and inspect your return (usually within 5 business days), we will finalise your refund, store credit, or exchange.

Your Options After Approval

For approved returns:

Change of Mind: Choose a store credit for the product value or an exchange for any available Calmly item.
Faulty Items: Opt for a full refund, a replacement, or a repair, per your rights under the Consumer Rights Act 2015.

Refund process and timeline

Once we receive and inspect your returned item, we will notify you of the outcome. If your refund is approved, it will be processed within 5 working days.

The time it takes for the funds to appear in your account depends on your original payment method:

Credit or debit card: Refunds are processed via Shopify Payments and typically appear within 5 to 10 working days
Apple Pay / Google Pay: Usually refunded within 3 to 7 working days

Please note that refund times can vary depending on your bank or card issuer.

Refunds are issued within 5 business days after we receive the returned item. Depending on your payment provider, it may take additional time for the amount to appear on your statement.