Refund policy

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Refund & Return Policy

Last Updated: July 2026

At CalmLuv, your satisfaction and privacy are our top priorities. We are committed to providing premium intimate wellness products and excellent customer support. Please read our refund and return policy carefully before placing your order.

1. Returns & Eligibility

Due to the intimate and personal nature of our products, all items are considered hygiene-sensitive goods.

For health, safety, and hygiene reasons, we do not accept returns or exchanges for products that have been opened, used, or damaged after delivery, except where required by applicable law.

We may accept refunds or replacements in the following situations:

  • The item arrives damaged during transit.
  • The wrong item was delivered.
  • The item has a confirmed manufacturing defect.
  • The package is confirmed lost in transit.

Please contact us within 7 days of delivery if any of the above situations apply.

2. Order Cancellation

Orders may be cancelled free of charge before they have been processed for shipment.

Once an order has been shipped, it can no longer be cancelled.

If you need to cancel your order, please contact us as soon as possible with your order number.

3. Damaged, Defective or Incorrect Items

If you receive a damaged, defective, incomplete, or incorrect product, please contact us within 7 days after delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

After review, we will, at our discretion:

  • Send a free replacement;
  • Offer a full refund; or
  • Provide another appropriate solution.

There is no additional charge for replacements approved due to manufacturing defects or shipping damage.

4. Lost Package Policy

If your order has not arrived within the estimated delivery timeframe, please contact us.

To allow for possible carrier delays, we recommend waiting at least 15 business days after the latest estimated delivery date before submitting a lost package claim.

A full refund or free replacement may be approved if:

  • The carrier confirms the package has been lost;
  • Tracking information shows no delivery after the extended waiting period;
  • The package cannot be located after carrier investigation.

If tracking shows the package as delivered, we may request additional documentation, such as confirmation from the local postal service, before processing your claim.

5. Refund Process

Once your refund request has been approved:

  • Refunds will be issued to your original payment method.
  • Processing usually takes 3ā€“5 business days after approval.
  • Depending on your bank or payment provider, additional processing time may apply.

If you choose a replacement instead of a refund, your replacement order will be processed as quickly as possible.

6. One-Year Limited Warranty

CalmLuv provides a 12-month limited warranty from the original purchase date against manufacturing defects in materials or workmanship.

This warranty covers functional failures caused by manufacturing defects under normal use.

The warranty does not cover:

  • Normal wear and tear;
  • Cosmetic damage;
  • Damage caused by misuse, accidents, improper storage, or unauthorized repairs;
  • Water damage caused by improper use;
  • Products modified or disassembled by anyone other than the manufacturer.

To submit a warranty claim, please contact our support team with your order number, a description of the issue, and photos or videos demonstrating the defect.

If your warranty claim is approved, we will provide either:

  • A replacement product of the same model; or
  • A replacement of equivalent value if the original product is unavailable.

Customers are responsible for return shipping where applicable. CalmLuv will cover the shipping cost of the replacement product.

7. Non-Refundable Circumstances

Refunds or replacements will not be provided in the following situations:

  • Products that have been opened, used, or intentionally damaged.
  • Orders shipped to an incorrect address provided by the customer.
  • Orders refused by the customer.
  • Packages left unclaimed after the carrier's holding period.
  • Delivery delays caused by customs inspections, severe weather, natural disasters, or other circumstances beyond our control.
  • Claims submitted without sufficient supporting information.
  • Packages marked as delivered where no reasonable evidence of non-delivery can be provided.

8. Customs Duties & Taxes

Where applicable, CalmLuv ships orders on a Delivered Duty Paid (DDP) basis.

If customs duties and import taxes are included at checkout, no additional customs charges will be collected upon delivery under normal circumstances.

Customs duties and taxes already paid are non-refundable once customs clearance has been completed.

9. Fraud Prevention

To protect our customers and prevent payment fraud, CalmLuv reserves the right to refuse, cancel, delay, or request additional verification for any order that appears fraudulent, abusive, or inconsistent with normal purchasing behavior.

Orders cancelled due to suspected fraud will be refunded to the original payment method.

10. Discreet Packaging

Your privacy matters.

All CalmLuv orders are shipped in plain, discreet packaging without product names, brand logos, or other identifying information visible on the outside of the parcel.

11. Contact Us

If you have any questions regarding refunds, returns, warranty claims, or your order, please contact our support team.

Email: support@calmluv.com

When contacting us, please include:

  • Your order number
  • A detailed description of the issue
  • Photos or videos (if applicable)

Our customer support team typically responds within 24 business hours.