This Policy forms part of the Calming Essencal Terms and Conditions, so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

** can return unopened products within 7 days of receipt.

We want you to be happy with your purchase. If you are not completely satisfied, you can return the unopened product(s) to us within 7 days of receipt, and we will either replace it, or credit your account, subject to the below terms. If 7 days have gone by since the date of you received the items, then unfortunately, we cannot offer you a refund or exchange. This applies to all orders, and not free samples. 

Please note (1) we reserve the right to reject the free return if you abuse our return policy, and (2) free returns are excluding sale items.

To be eligible for a return, your item must be unused and in the same condition that it was received. It must also be in its original packaging and we require a receipt or proof of purchase.

Preparing your products for a return to ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

• Package your products safely and securely for protection during transit;
• Clearly mark your return reference number on the outside of the parcel; and

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products

You can return an unwanted product to us, provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective; and
• If it is not one of the products listed below under the defective products.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. 2: Product damaged on delivery, below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product as soon as possible (if we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product.

3: Quality of products

We do our best to ensure that the products we deliver to you are of a high quality and meet the SAHPRA standards.

RETURN PROTOCOL

You are welcome to contact us through the following medium: 

1. EMAIL: Send us an email at hello@CalmingEssencal.com  indicating the reason for your return. Please include your name, date of purchase, order number and address. We will email you a prepaid postage label for your return. We respond to all emails within 72 hours. If you do not receive a response within this timeframe, kindly check your spam folder. All sale items are final sale and only store credit or exchanges are allowed. Sale items are excluded from free return shipping.
2. WhatsApp: Send us a WhatsApp on 060 292 7443 indicating the reason for your return. Please include your name, date of purchase, order number and address. We will respond to you with a prepaid postage label for your return. We will respond to all requests within 24 hours. If you do not receive a response within this timeframe, kindly follow up. All sale items are final sale and only store credit or exchanges are allowed. Sale items are excluded from free return shipping.

REFUND

Once your return item is received, we will send you an email notification that the refund has been issued. Please allow 7-10 business days for processing after the package has been delivered to our returns centre.

REFUNDS WHEN APPLICABLE

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 45 days.

LATE OR MISSING REFUNDS IF APPLICABLE

Refunds may take up to 7 to 15 business days.  If for some reason you have not received your refund after 15 business days, kindly consult your bank or credit card company as there is some processing time before your bank will post the refund. If you have done all of this and you still have not received your refund, please contact us at hello@CalmingEssencal.com.

CHARGES

If you return a damaged product to us, we will only replace the item that you have returned and will credit or refund you in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to reimburse Calming Essencal for the cost of collecting the product from you and the cost of having the product returned to you. Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.

Please note that we only refund as Store Credits.