Shop - Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and not damaged, scented or marked, with tags if relevant, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@senseofcalm.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you would like to return a product because an item doesn't fit or you change your mind, you will be required to cover the postage cost. Until returned items reach our returns address, they are the responsibility of the customer, so we would suggest sending them using tracking to ensure proof of delivery.

Buying clothes to try on and returning them for an alternative size is something we understand, so we do offer free exchanges on our standard non-personalised items. You can contact us with your desired exchange (size, colour, etc) and we'll arrange for this to happen. Our ability to exchange an item appropriately will depend on our stock levels, as we are not able to hold items in reserve, so a refund will be issues if we're not able to fulfil your exchange request.

Returned items for exchange must comply with the above terms and conditions.

You can always contact us for any return question at info@senseofcalm.org.

 

Damages and issues
 

We do our utmost to ensure each item is checked for damage or defects before it is dispatched, but we realise that issues can occur. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We allow up to 6 months for reporting a fault and this is subject to photographic evidence checking and assessment. This applies only to genuine faults and not to misuse or accidental damage by the customer.

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Exceptions / non-returnable items
 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items (unless at our sole discretion) or gift cards.

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Exchanges

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The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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European Union 14 day cooling off period
 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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Refunds
 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@senseofcalm.org.