Returns and Refunds Policy

We want you to feel confident shopping at Caleb & Chloe. This policy explains your rights and how to return items if needed.

Your Statutory Rights

As a UK customer purchasing online, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Cooling-Off Period — Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order within 14 days of receiving your goods.

Once you have notified us of your wish to cancel, you have a further 14 days to return the item.
Return shipping costs for change-of-mind cancellations are the responsibility of the customer.
Original shipping costs are non-refundable.
Refunds will be issued within 14 days of receiving the returned item in acceptable condition.
We reserve the right to deduct an amount for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.

To cancel your order, please contact us at:
info@calebandchloe.com

2. Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

If your item arrives faulty, damaged or not as described:

Within 30 days of delivery: You are entitled to a full refund, repair or replacement. We reserve the right to offer a repair or replacement before issuing a refund where possible.
Between 30 days and 6 months: We will offer a repair or replacement first. A refund will only be issued if repair or replacement is not possible.
After 6 months: The burden of proof lies with the customer to demonstrate that the fault was present at the time of purchase.

All faulty item claims must be reported within 48 hours of delivery with clear photographic evidence.
Claims reported after 48 hours may not be accepted.
Return shipping costs for confirmed faulty items are covered by Caleb & Chloe.

3. Our Returns Policy (30 Days)

In addition to your statutory rights, we offer an extended 30-day return window for unwanted items.

Return Conditions

For a return to be valid:

Items must be unused and in their original condition.
Items must be returned in their original packaging with all tags attached.
All labels, accessories and components must be included.
Items must show no visible signs of wear, washing or alteration.
Hygiene-related items are non-returnable once opened or used.
Items that do not meet these conditions will not be accepted and will be returned to the customer at their cost.

Return shipping costs are the responsibility of the customer.
All returns must be sent using a fully trackable shipping method.
We are not responsible for items lost in transit during the return process.

4. How to Start a Return

To request a return, please send an email to:
info@calebandchloe.com

Please include:

Order number
Full name
Delivery address
Reason for return
Photographs (where applicable)

Returns must be authorised before sending. Unauthorised returns will not be accepted and will not be refunded.
Once dispatched, you must provide your tracking number within 48 hours.

5. International Return Address (Important)

As we work with international logistics partners, approved returns are processed through our designated returns centre.

Return Address:

Name: Wu Xi
Building 4, 4th Floor
58 Baiye Road
Dongguan, Guangdong 523000
China
Phone: +86 19329021556

Please note:

International return shipping costs are entirely the responsibility of the customer (unless the item is confirmed faulty by us)
International returns may incur significantly higher shipping costs
A valid tracking number is required, returns without tracking will not be processed
Refunds are only processed once tracking confirms successful delivery to our returns centre
We are not responsible for items lost, delayed or held in customs during the return process
If customs charges prevent collection of the parcel, we are unable to process the refund

We recommend declaring a low but reasonable product value on customs forms to minimise import duties on the return shipment.

6. Refunds

Once the returned item has been received, inspected and approved:

Returns are reviewed within 7 business days of receipt.
Approved refunds are processed within 14 days of receiving the returned item.
Refunds will be issued via the same payment method used for the original purchase.
Original shipping costs are non-refundable in all cases except confirmed faulty items.
Return shipping costs are non-refundable.
We reserve the right to refuse a refund if the item does not meet our return conditions upon inspection.

7. Order Cancellations

Orders can only be cancelled within 1 hour of being placed, before they enter our automated fulfilment process.

After 1 hour, orders cannot be cancelled. You may return the item once delivered by following the standard returns procedure.

Your statutory 14-day cooling-off right applies from the date of delivery, not the date of order.

To request a cancellation within the 1 hour window, please contact:
info@calebandchloe.com

8. Uncollected Parcels

If a parcel is not collected and is returned to our logistics partner, a handling and return shipping fee of £20 will be deducted from your refund.
If the refund value is less than £20, no refund will be issued.

9. Exceptions, Items Not Eligible for Return

The following items cannot be returned unless faulty:

Items that have been worn, washed or altered
Items returned without original packaging or tags
Hygiene-related or intimate items once opened
Items returned without prior authorisation
Items returned after the 30-day window

10. Contact Information

Email: info@calebandchloe.com
Customer service hours (United Kingdom): Monday to Friday: 9:00 – 18:00
Saturday and Sunday: Closed

This policy does not affect your statutory rights under UK consumer law.