Return & Refund Policy – Calient Shop

At Calient Shop, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you receive a damaged, defective, incorrect, or otherwise eligible product, we're here to help.

This Return & Refund Policy explains the conditions under which returns, replacements, exchanges, and refunds may be requested for purchases made through our website.

1. Return Eligibility

Customers may request a return or replacement under the following circumstances:

• Damaged Products: The product arrives physically damaged.
• Defective Products: The product does not function or perform as described.
• Incorrect Products: You receive a product different from what you ordered.
• Missing Items: One or more items are missing from your order.
• Product Not as Described: The received product materially differs from its advertised description or specifications.
• Other Eligible Reasons: Any other circumstances covered by applicable consumer protection laws.

To qualify for a return, the product should generally be:

• In its original condition, subject to inspection.
• Accompanied by its original packaging and accessories, where applicable.
• Supported by the order details or proof of purchase.

Important: Statutory consumer rights regarding defective, deficient, spurious, misrepresented, or otherwise qualifying products will not be restricted by these conditions.

2. Return Timeframe

Customers must submit return or replacement requests within [X DAYS] of receiving their order.

To initiate a request, contact us at:

Email: mail@calientshop.in

Please include:

• Your order number.
• Product name.
• Reason for the return.
• Photographs or videos showing the issue, where applicable.

Requests submitted after the specified timeframe may not qualify under our standard return policy, except where otherwise required by applicable law.

3. Return and Replacement Process

If you want to return or replace a product, follow these steps:

Step 1: Contact Us

Email us at mail@calientshop.in with your order number and reason for requesting a return.

Step 2: Request Review

Our customer support team will review your request and may contact you for additional information.

Step 3: Return Instructions

If your request is approved, we will provide instructions regarding the return shipment or product pickup.

Step 4: Product Inspection

Once the returned product reaches the designated location, it may be inspected to verify the reported issue.

Step 5: Resolution

Depending on the circumstances and applicable law, we will arrange an appropriate refund, replacement, exchange, or other resolution.

We aim to keep the process simple and transparent.

4. Refund Process and Timing

If your refund request is approved, the refund will be processed using the original payment method wherever possible.

Refunds may be issued through:

• UPI.
• Debit or credit card.
• Net banking.
• Digital wallets.
• Other appropriate payment methods.

Refund Processing Time: [REFUND PROCESSING TIME] business days after approval.

Please note:

• The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.
• Refunds for online payments will generally be processed through the original payment method.
• For Cash on Delivery orders, refunds may be processed through an appropriate bank transfer or UPI method after verification of the customer's payment details.

Any applicable refund amount, including eligible shipping charges, will be determined in accordance with our policy and applicable consumer protection laws.

We will notify you once your refund has been initiated.

5. Exchange Policy

We may offer exchanges or replacements for eligible products, subject to availability.

Exchanges may be considered in situations such as:

• Receiving a defective product.
• Receiving a damaged product.
• Receiving an incorrect product.
• Other qualifying circumstances.

If the originally ordered product is unavailable, we may offer a refund or another mutually acceptable resolution.

We will communicate available options before proceeding.

6. Damaged, Defective or Incorrect Products

We take reasonable steps to ensure that products are properly processed and delivered.

However, if you receive a damaged, defective, or incorrect product, please notify us within [X HOURS / DAYS] of delivery.

To help us resolve the issue quickly, please provide:

• Your order number.
• A description of the problem.
• Clear photographs of the product.
• Photographs of the packaging, where relevant.
• An unboxing video, if available.

Our team will review your complaint and coordinate with the relevant supplier or fulfilment partner where necessary.

Depending on the circumstances, we may arrange:

• A replacement.
• An exchange.
• A full or appropriate refund.
• Another legally appropriate resolution.

Please note: An unboxing video may help us investigate a complaint, but its absence will not automatically invalidate a customer's statutory rights.

7. Non-Returnable Products

Certain products may not be eligible for return or exchange for reasons relating to hygiene, safety, personalization, or their nature.

Subject to applicable law, these may include:

• Personal care and hygiene products that have been opened or used.
• Products with broken hygiene seals.
• Perishable goods.
• Customised or personalised products.
• Products damaged due to misuse or improper handling after delivery.
• Items explicitly identified as non-returnable before purchase, where legally permissible.

Important: Non-returnable classifications do not apply where a product is defective, damaged, incorrect, misrepresented, or otherwise qualifies for a remedy under applicable consumer protection laws.

8. Return Shipping Costs

Return shipping costs will depend on the reason for the return.

A. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, Calient Shop will arrange or bear the reasonable return shipping costs, as applicable.

B. Other Eligible Returns

For other approved return requests, return shipping costs may be borne by the customer, where permitted by applicable law and disclosed conditions.

C. Product Pickup

Where available, we may arrange a pickup through our logistics partners.

If pickup is unavailable, we will provide alternative return instructions.

We will communicate any applicable return shipping charges before proceeding.

9. Order Cancellation

Customers may request order cancellation before the order is dispatched by contacting us at mail@calientshop.in.

Once an order has been dispatched, cancellation may no longer be possible through the normal cancellation process.

If an eligible prepaid order is successfully cancelled, the applicable refund will be initiated according to our refund process.

Nothing in this section limits any cancellation or refund rights available under applicable law.

10. Refunds for Failed Deliveries and Returned Orders

Sometimes an order may be returned to the sender due to unsuccessful delivery.

Possible reasons include:

• Incorrect shipping address.
• Customer unavailable during delivery attempts.
• Refusal to accept delivery.
• Courier service issues.
• Other delivery-related circumstances.

If an order is returned to the sender, please contact us for assistance.

Refunds, reshipping, and any applicable charges will be handled based on the circumstances, our disclosed policies, and applicable law.

We will not impose charges or deny remedies contrary to applicable consumer protection requirements.

11. Contact Information

For return requests, refund enquiries, or assistance with an order, please contact:

Store Name: Calient Shop
Email: mail@calientshop.in
Business Address: [BUSINESS ADDRESS]
Customer Support Hours: [SUPPORT DAYS AND HOURS]

We aim to respond to customer enquiries within [X BUSINESS DAYS].

Thank you for shopping with Calient Shop. We appreciate your trust and are committed to making your shopping experience as smooth and reliable as possible.

Important: Details you need to finalise

Before publishing, fill in these details:

One important consideration for your dropshipping model:

Since you're using Dropdash, confirm its actual return, replacement, reverse-pickup, and refund procedures before finalising this policy.

Your customer buys from Calient Shop, not Dropdash. Therefore, even if Dropdash rejects a supplier-side claim, you must still honor the customer's rights under applicable Indian consumer protection laws.