Refund policy

We accept return requests within 30 days of you receiving your order. Before returning anything, please contact us at info@caldenne.com with the subject line "Return Request." Once approved, we will confirm the return address with you.

Please do not send items back without prior approval.

Return Conditions

Returned items need to be in their original packaging, unused, and in like-new condition. We cannot accept returns that show signs of wear, or items with missing parts or damage not caused by us. Returns are not accepted once more than 30 days have passed since delivery.

Return Costs

For Defective, Incorrect, or Damaged Products:
We do not provide a return label, but if your item arrives defective, damaged, or incorrect, we will reimburse your return shipping cost. Please contact us before sending anything back and include proof of the issue (photos help a lot). Once approved, send the item back using a trackable method, and we will refund the shipping fee once we receive the return and the receipt.

For Change of Mind:
You are responsible for the return shipping cost. Original shipping fees (if any) are non-refundable.

Before returning an item, contact us at info@caldenne.com with your order number, the item you want to return, and the reason (optional). We will confirm approval before you send anything back.

Refunds

Once we receive and inspect your return, we will email you to let you know if it has been approved. If approved, your refund is processed within 5 business days. It usually takes another 5 to 10 business days to show up on your original payment method, depending on your bank.

Original shipping costs are non-refundable. Your bank or card provider may take a little extra time to post the refund.

Do You Charge a Restocking Fee?

No, we do not charge a restocking fee.

Exceptions to the Return Policy

The following items cannot be returned:

  • Custom or personalised items
  • For hygiene reasons, opened or used intimate apparel

We do not offer direct exchanges. If you want a different size or item, please return your product following this policy and place a new order separately.

If Your Order Never Arrives

We work with reliable couriers, but very occasionally a parcel does not arrive within the expected window. Here is what to do:

  • Wait for the full delivery window: our standard delivery is 8 to 14 business days total (1 to 2 processing plus 7 to 12 transit). Please allow the full window before reporting a missing order.
  • Track your order: use the tracking link from your shipping confirmation email.
  • If 21 business days have passed since shipment and your order has still not arrived, contact us within 30 days of the original ship date at info@caldenne.com or +61 1 1111 1111.

What we do for missing orders:

  • We open a tracking inquiry with the courier
  • If the parcel is confirmed lost in transit, we will send a free replacement or issue a full refund, your choice
  • You do not need to wait for a carrier investigation to finish before we resolve your case

Please get in touch as soon as you suspect something has gone missing, the sooner we know, the faster we can sort it out.

Damages

If your item arrives damaged, or you receive the wrong item, contact us at info@caldenne.com with photos and a short description of the issue.

Please reach out within 48 hours of delivery and include:

Photos of the damaged or incorrect item
A short description of the issue
Your order number

We will help sort out a replacement or refund.

Do You Provide a Return Label?

No, we do not provide return labels. Return shipping needs to be arranged and paid for by the customer, unless the return is due to a defective, incorrect, or damaged product, in which case we reimburse the shipping cost after we receive the item and a copy of the receipt.

Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again.
  2. Contact your card provider, it can take a little time for a refund to post officially.

If you have done both and still have not received your refund, contact us at info@caldenne.com. We reply within 24 hours on business days.

Can I Change My Shipping Address?

Yes, as long as your order has not shipped yet. Please contact us within 24 hours of placing your order.

Cancellations

You can cancel your order free of charge before it ships. Contact us within 24 hours by email at info@caldenne.com or by phone at +61 1 1111 1111.

Australian Consumer Law (ACL) Compliance

This refund policy sits on top of the consumer guarantees you already have under the Australian Consumer Law (ACL), set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Under the ACL, you are entitled to a repair, replacement, or refund for products that:

  • are not of acceptable quality (faulty, broken, or not matching the description)
  • do not match the sample shown
  • fail to do what you told us you needed them to do before you bought them
  • have a major fault that cannot reasonably be fixed

Major failure: if a product has a major failure (unsafe, very different from its description, or unfit for its purpose), you can choose a refund or replacement. For minor issues, we may offer a repair within a reasonable time.

These are statutory rights and cannot be excluded or limited by anything in this policy. Our policy adds to your ACL rights, it does not replace them.

For more on your rights under the Australian Consumer Law, visit the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

Contact Us

If you have more questions about our return policy, get in touch:

Business Name: Caldenne
Email: info@caldenne.com
Phone Number: +61 1 1111 1111
Business Address: 3 Arbuthnot Road, Unit 2904-05, 29/F, Universal Trade Centre, Central, Hong Kong Island, Hong Kong

Customer Service Hours (AEST/AEDT):
Monday to Friday: 8:00 AM - 6:00 PM
Saturday and Sunday: 10:00 AM - 5:00 PM

We respond to all customer inquiries within 24 hours on business days.