Refund policy
At Calme, we want you to feel confident when purchasing our skincare products online.
Because skincare products are applied directly to the skin and are subject to hygiene, safety and product-integrity considerations, we have established the following Returns, Refunds & Exchanges Policy.
This policy applies to purchases made through www.calme.co.za and should be read together with our Terms & Conditions and other applicable store policies.
Nothing in this policy is intended to exclude, restrict or limit any consumer right or remedy that cannot lawfully be excluded under South African law, including rights under the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").
Where applicable legislation provides a consumer with a greater right or remedy than this policy, the applicable legislation will prevail.
1. Change-of-Mind Returns
We understand that sometimes a product may not be what you expected.
As a voluntary Calme policy, we may accept a return of an unopened skincare product where:
- you contact us within 14 days of receiving your order;
- the product is completely unused and unopened;
- the product's seal, protective packaging and tamper-evident packaging, where applicable, remain intact;
- the product is in its original condition;
- all original packaging, labels and accessories are included; and
- the product has not been damaged, altered or contaminated.
For hygiene, health and product-integrity reasons, we generally cannot accept voluntary change-of-mind returns of skincare products that have been opened, used, tested or applied to the skin, subject to any statutory rights that may apply.
This voluntary change-of-mind policy does not affect your statutory rights in relation to products that are defective, unsafe, damaged on delivery or otherwise fail to meet the requirements of applicable consumer law.
Unless otherwise required by law, the customer is responsible for the reasonable direct cost of returning a product under this voluntary change-of-mind policy.
2. Online Cooling-Off Rights
Certain online transactions may be subject to a statutory cooling-off right under the Electronic Communications and Transactions Act 25 of 2002.
Where applicable, a consumer may cancel the transaction without reason or penalty within the period prescribed by ECTA, subject to the requirements and exclusions provided for in that legislation.
Where a statutory cooling-off right applies, we will process the cancellation and refund in accordance with applicable law.
The direct cost of returning the goods may be for the consumer's account where permitted by law.
This statutory right is separate from Calme's voluntary change-of-mind return policy.
3. Defective or Non-Conforming Products
Your statutory rights under the Consumer Protection Act remain fully applicable.
Goods supplied to consumers are subject to the implied warranty of quality provided for under the CPA.
Where a product does not meet the applicable requirements of the CPA, including where it is defective, unsafe or otherwise fails to satisfy applicable quality standards, you may have statutory rights and remedies.
Where applicable, these remedies may include:
- repair;
- replacement; or
- refund.
The applicable remedy will depend on the circumstances and the requirements of South African law.
Nothing in this policy limits or removes those statutory rights.
4. Damaged Products
If your Calme product arrives damaged, leaking, broken, opened or otherwise compromised, please contact us as soon as reasonably possible after delivery.
Please provide:
- your order number;
- your name;
- photographs of the product;
- photographs of the outer packaging;
- photographs showing the damage; and
- a short description of the issue.
Where appropriate, we may ask you to retain the product and packaging until the matter has been investigated.
If the product was damaged before or during delivery, we will take appropriate steps to resolve the matter in accordance with applicable law.
5. Incorrect Products
If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.
For example, please contact us if:
- you ordered one product and received another;
- you ordered a particular quantity and received an incorrect quantity; or
- an item included in your order is missing.
Where we have made an error, we will arrange an appropriate remedy, which may include replacing the incorrect product or providing another remedy required by law.
6. Products That Cause Skin Reactions
Skincare can affect individuals differently.
Before using a product, we recommend reviewing the ingredient list and following the product's directions and warnings.
If you experience irritation, discomfort or another unexpected reaction after using a Calme product, discontinue use and contact us.
Please provide:
- your order number;
- the product name;
- when you first used the product;
- how the product was used; and
- a description of the reaction.
Where appropriate, we may request photographs or other reasonable information to help us investigate the issue.
If you experience a serious or persistent reaction, seek appropriate medical attention.
A skin reaction does not automatically establish that a product is defective. Each situation will be assessed based on the circumstances, the product, its formulation, the instructions provided and applicable law.
Nothing in this section limits any statutory rights you may have.
7. Allergies and Ingredient Information
Customers are responsible for reviewing the ingredient list before purchasing and using a product, particularly where they have known allergies, sensitivities or other individual concerns.
Our products should only be used according to their intended purpose and directions.
If you have a known allergy or sensitivity to an ingredient contained in a product, please do not use that product.
Where you have concerns about whether a product is appropriate for your individual circumstances, consult a suitably qualified healthcare professional.
8. Opened or Used Products
Because our products are skincare products intended for direct application to the skin, we take hygiene and product safety seriously.
Subject to statutory consumer rights, we generally do not accept voluntary change-of-mind returns where a product has:
- been opened;
- been used;
- been applied to the skin;
- had its seal broken;
- had its protective packaging removed;
- been contaminated;
- been transferred into another container; or
- otherwise been altered from its original condition.
This restriction applies only to voluntary change-of-mind returns and does not prevent you from exercising a statutory remedy where the product is defective, unsafe or otherwise does not comply with applicable consumer law.
9. Incorrect Use
We may not accept a voluntary change-of-mind return where a product has been damaged or altered through use contrary to its instructions.
Examples may include:
- using the product for a purpose for which it was not designed;
- failing to follow the supplied directions;
- storing the product contrary to the stated storage instructions;
- exposing the product to inappropriate temperatures or conditions;
- contaminating the product;
- mixing the product with other substances;
- transferring the product into another container; or
- modifying or tampering with the product.
This section does not exclude any rights or remedies that cannot legally be excluded under South African law.
10. Product Expiry and Storage
Customers should follow all storage instructions provided on the product packaging.
Where a product contains an expiry date, period-after-opening indication or other applicable usage instruction, customers should follow that information.
Products should generally be stored in accordance with the instructions on the packaging and kept away from inappropriate environmental conditions.
We cannot accept responsibility for deterioration caused by improper storage or use after the product has been delivered, except where applicable law provides otherwise.
11. How to Request a Return
To request a return, contact:
Email: calmecpt@gmail.com
Please use the subject line:
RETURN REQUEST – [ORDER NUMBER]
Please include:
- Your full name;
- Order number;
- Product purchased;
- Date of purchase;
- Date of delivery;
- Reason for your return;
- Photographs where relevant; and
- Your preferred remedy where you are reporting a defect or non-conformity.
Please do not send a product back without first contacting us and receiving return instructions, unless otherwise required by law.
12. Return Shipping
For voluntary change-of-mind returns, the customer is responsible for the reasonable direct cost of returning the product unless we agree otherwise.
Where a product qualifies for a statutory return because it is defective, unsafe or otherwise fails to comply with applicable consumer law, return costs will be handled in accordance with your statutory rights.
Where Calme supplied the wrong product, we will arrange an appropriate remedy.
13. Inspection of Returned Products
Where reasonably necessary, Calme may inspect returned products to determine the nature and circumstances of an alleged defect, damage or non-conformity.
We may consider:
- the condition of the product;
- packaging and seals;
- batch or lot information;
- evidence of leakage or contamination;
- signs of opening or use;
- storage conditions;
- damage during delivery;
- product instructions; and
- other relevant information.
We may request reasonable evidence from the customer where necessary to investigate a return.
Any inspection will be conducted subject to applicable consumer law.
14. Refunds
Where a refund is due, it will generally be processed using the original payment method.
Processing times may vary depending on the payment provider or financial institution.
Where applicable legislation gives a consumer a particular remedy, Calme will comply with the applicable statutory requirements.
We will not impose an unlawful fee or deduction where a consumer is exercising a statutory right.
15. Exchanges
For voluntary change-of-mind returns, exchanges may be offered at Calme's discretion and subject to stock availability.
Any exchange remains subject to the applicable return conditions.
This does not affect your statutory rights where a product is defective, unsafe or otherwise fails to meet applicable legal requirements.
16. Sale and Promotional Products
Purchasing a product during a sale or promotion does not remove or reduce your statutory consumer rights.
Sale products may be subject to the same statutory protections as products purchased at full price.
Where a product has a clearly disclosed defect or condition and the consumer knowingly agreed to purchase it in that condition, the applicable provisions of the CPA may apply.
17. Gifts
Where a product was purchased as a gift, we may require the original order number or other reasonable proof of purchase.
Refunds will generally be made to the original purchaser and original payment method unless otherwise agreed or required by law.
18. Product Safety
Calme products should only be used for their intended purpose and according to the directions supplied with the product.
Always read the product packaging before use.
Keep products away from children unless the product is specifically intended for them.
Avoid contact with the eyes unless the product is specifically formulated and labelled for use around the eyes.
If a product causes significant or persistent irritation, discontinue use and seek appropriate professional advice.
Do not use products that appear to have been damaged, contaminated or materially altered.
19. Fraudulent or Abusive Returns
Calme reserves the right to investigate suspected fraudulent or abusive use of our voluntary return policy.
This may include:
- providing false information;
- returning products purchased from another retailer;
- returning a different product from the one purchased;
- intentionally damaging a product;
- submitting fraudulent proof of purchase;
- attempting to obtain multiple refunds for the same order; or
- repeatedly abusing our voluntary change-of-mind policy.
We may refuse a voluntary change-of-mind return where there is reasonable evidence of fraud or abuse, subject to applicable law.
Nothing in this section limits a consumer's statutory rights.
20. No Waiver of Consumer Rights
Nothing in this policy is intended to:
- exclude the Consumer Protection Act;
- exclude the Electronic Communications and Transactions Act;
- remove statutory warranty rights;
- prevent a consumer from exercising a statutory remedy;
- limit liability that cannot legally be limited; or
- deprive a consumer of any protection that cannot lawfully be excluded.
Where this policy conflicts with mandatory South African consumer law, the applicable law will prevail.
21. Contact Details
Calme
Website: www.calme.co.za
Email: calmecpt@gmail.com
Returns Email: calmecpt@gmail.com
22. Governing Law
This policy is governed by the laws of the Republic of South Africa.
Any dispute will be dealt with in accordance with applicable South African law and the consumer protections applicable to the transaction.
Calme reserves the right to update this policy from time to time. Any amendment will not retrospectively remove rights that have already accrued to a consumer under applicable law.