Refund policy

This policy explains your rights when you buy from Calm System. It does not affect your statutory rights under UK consumer law.

1. Changing your mind (14-day cancellation)

You can cancel your order for any reason within 14 days of the day you, or someone you nominate, receive the goods. If your order arrives in more than one delivery, the 14 days start from the day the last item arrives.

To cancel, email calmsystems3@gmail.com with your order number and a clear statement that you wish to cancel. You do not need to give a reason.

2. Sending items back

  • Return the items within 14 days of telling us you are cancelling.
  • You pay the cost of returning items you have changed your mind about. We recommend a tracked service.
  • Please return items with their original packaging, parts and accessories where possible.
  • You may handle an item as you would in a shop to check it. If an item has been used beyond that, we may reduce your refund to reflect the loss in value.

3. Your refund

We will refund the price you paid, plus the standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of our cheapest standard option.

We will refund you within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is sooner. Refunds go to your original payment method.

4. Items that cannot be returned for a change of mind

  • Items made or personalised to your specification.
  • Sealed items that are not suitable for return for health or hygiene reasons, once unsealed.

These exceptions do not apply if the item is faulty.

5. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not as described, please contact us as soon as you can with your order number and a photo. Under the Consumer Rights Act 2015:

  • Within 30 days of delivery, you can reject the item for a full refund.
  • Within 6 months, you are entitled to a repair or replacement; if that is not possible or does not fix the problem, you can have a refund.
  • After 6 months, you may still have rights, depending on the fault.

We pay the cost of returning faulty, damaged or incorrect items.

6. Contact

Email calmsystems3@gmail.com.