Refund policy

At Calido, your happiness means everything to us. Every order is crafted with care, and we are committed to making your experience exceptional. If something isn’t right, we’re here to help and will always work toward a fair resolution.

Return Request Period

You may request support for your order within 14 days of receiving your item by emailing us at support@calido.store

We will review your case and offer one of the following, where applicable:

  • Replacement
  • Store credit
  • Refund

Personalized & Custom Products

Because personalized items (e.g., names, dates, or custom messages) are uniquely made to order, they cannot be returned for resale.

However, if there is any defect, quality issue, or dissatisfaction, we will gladly offer:

  • A free replacement, or
  • Store credit or partial refund, depending on the case

Your satisfaction is always our priority.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we will replace it at no cost to you.

To request a replacement:

  1. Email support@calido.store with your order number
  2. Attach a clear photo of the issue

No return shipment is required in most cases.

Cancellations

Orders can only be cancelled within 3 hours of purchase before production begins.
After this window, the order may already be in production, and cancellation can no longer be guaranteed.

Refund Processing

  • Approved refunds are issued to your original payment method.
  • Processing may take 3–5 business days to appear, depending on your bank or payment provider.

Customer Input Accuracy

Please carefully review personalization details (names, dates, spelling) before submitting.
We are not responsible for errors entered by the customer, but we will always do our best to offer a reasonable solution.

Holiday & Shipping Carrier Delays

During peak periods (holidays, high demand, weather events, etc.), delivery delays may occur beyond our control. We do not issue refunds for third-party carrier delays, but we will assist you in tracking and support.

Customer Support

If you have questions or need assistance:

  • Email: support@calido.store
  • Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)
  • Response Time: Typically within 12 hours