Refund policy

Returns and refunds

Your rights under Australian law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These guarantees apply automatically. They are not something we grant you and nothing in this policy limits them. They have no expiry date written into them — they last as long as is reasonable for the kind of product you bought.

The 90-day Calmyo guarantee

On top of those rights, we offer our own promise. If something is not right with your order within 90 days of delivery, write to us and we will put it right. This is a commercial guarantee, easier and faster to use than the legal route, and it sits alongside your rights under the Australian Consumer Law rather than replacing them.

How to make a claim

• Email calmyo.contact@gmail.com with your order number and a short description of the problem.
• Attach a photo where it helps — for a fault or damage, it usually settles the matter in one exchange.
• We reply within one business day and tell you what happens next, including whether we need the item returned.

What is covered

A product that is faulty, damaged in transit, not what you ordered, or not as described on our site. Where the failure is major you choose between a refund and a replacement. Where it is minor we may repair, replace or refund, and we will tell you which.

Changing your mind

The consumer guarantees do not cover simply changing your mind, choosing the wrong size or finding you no longer need the item. We still look at these case by case within the 90 days, but we are not obliged to accept them and we may decline.

Returning an item

Do not send anything back before contacting us — we will tell you whether a return is needed and, if so, where to send it. Where a product is faulty, not as described or not fit for purpose, we cover the cost of returning it. Where you are returning an item because you changed your mind and we have agreed to accept it, the return postage is yours.

Refunds

Approved refunds go back to the original payment method within five business days of us confirming them. Your bank or card issuer may take a few days more to show it. We refund what you paid, including any postage you paid to receive the item.

Cancelling an order

Orders can be cancelled in full at no cost as long as they have not yet been dispatched. Email us as soon as you can — dispatch usually happens within one to three business days.