Refund policy


This policy governs the return and refund procedures for orders placed at Calmera (hereinafter "the Seller"), in accordance with the European Union Consumer Rights Directive and applicable national laws.

1. THE 14-DAY RIGHT OF WITHDRAWAL

Under EU consumer protection laws, you have the right to withdraw from your purchase within 14 calendar days of receiving your goods, without providing any reason.

  • To exercise this right, you must inform us of your decision via a clear statement sent to: info@calmera.com.

  • The withdrawal period expires 14 days from the day you, or a third party designated by you, receives physical possession of the items.

2. CONDITIONS FOR RETURNS

To be eligible for a full refund, returned items must meet the following criteria:

  • The item must be in its original, undamaged packaging and in a resalable condition.

  • The item must show no signs of use, oil marks, wax, or physical wear.

  • Hygiene Exception: In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. This applies to our incense sticks and Palo Santo if the original seal or packaging has been opened.

3. NATURAL STONE CHARACTERISTICS

Please note that Travertine is a natural, organic material. Variations in color, texture, and the presence of natural pores (small holes) are inherent characteristics of the stone and are not considered manufacturing defects. Returns based on these natural variations are handled under the standard 14-day withdrawal right.

4. RETURN SHIPPING & COSTS

  • Return Shipping Costs: In accordance with EU law, the direct cost of returning the goods is the responsibility of the Buyer, unless the item was delivered damaged or in error.

  • Liability: Since our stone objects are fragile and heavy, the Buyer is responsible for ensuring the item is securely packed for transit. We reserve the right to reduce the refund amount if the item arrives damaged due to insufficient packaging by the Buyer.

  • We strongly recommend using a tracked shipping service with insurance.

5. REFUNDS

  • We will refund all payments received from you, including the costs of the least expensive type of standard delivery offered by us, within 14 days from the day we receive your withdrawal notification.

  • We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

  • Refunds will be issued using the same means of payment as you used for the initial transaction.

6. DAMAGED OR FAULTY GOODS

If your item arrives damaged (e.g., stone cracked during transit), you must notify us within 48 hours of delivery with photographic evidence of the damage and the packaging. We will arrange a replacement or a full refund, including all shipping costs, at no expense to you.

7. ONLINE DISPUTE RESOLUTION

If a dispute cannot be resolved through our customer support, EU consumers may access the European Commission’s Online Dispute Resolution (ODR) platform here: https://ec.europa.eu/consumers/odr/.