Refund policy
Return & Refund Policy
At Calivane, we are committed to supporting professional buyers through clear communication, responsible order handling, and practical after-sales assistance. This policy explains how returns, refunds, damaged shipments, incorrect merchandise, and order-related concerns are handled for our wholesale sleepwear and lifestyle collections.
Our business primarily serves retailers, boutiques, online merchants, gift shops, and other commercial purchasers. Because wholesale transactions may involve bulk quantities, special sourcing, and business-specific arrangements, certain conditions differ from ordinary consumer retail purchases.
Last Updated: October 22, 2026 | Contact: service@calivane.store
Our Approach to Wholesale Returns
We understand that product quality, reliable communication, and clear commercial terms are essential to successful wholesale relationships. If you experience an issue with an order, our customer support team will review the available information and assist with the next appropriate steps.
Return eligibility depends on the nature of the concern, product condition, applicable order terms, and relevant law. We distinguish between voluntary returns of correctly supplied merchandise and claims involving damaged, defective, or incorrectly fulfilled products.
Proposed standard window: within 14 calendar days after delivery for eligible voluntary returns, subject to confirmation and applicable law.
Contact our team promptly with your order number and supporting photographs so we can assess the issue.
Approved refunds are issued through the appropriate payment channel, subject to payment processing requirements and any agreed terms.
When Products May Be Returned
Eligible voluntary returns are considered for merchandise that has not been used, worn, washed, altered, damaged after delivery, or otherwise made unsuitable for resale. Items should be returned with their original accessories, labels, and packaging where reasonably possible.
For eligible standard merchandise, return requests should be submitted within the approved return period shown in this policy or the applicable accepted commercial agreement.
Calivane may request photographs or other reasonable product information to assess the proposed return before issuing instructions. Submission of a request does not automatically authorize a shipment back to us.
Products That May Require Special Handling
Sleep masks, pillowcases, pajamas, and footwear may require different handling due to hygiene, product condition, protective packaging, and resale requirements. Any product-specific exclusion or restriction must be disclosed before purchase where required by applicable law.
Personalized, specially sourced, private-label, or customer-specific merchandise may have separate cancellation and return conditions expressly agreed before the order is accepted.
03 / HOW TO REQUEST A RETURNA Clear Four-Step Process
To support efficient wholesale claims handling, please follow the process below rather than sending merchandise back without prior communication.
Contact Us
Email service@calivane.store with your order number, business name, and reason for the request.
Share Details
Provide relevant item quantities, affected variants, photographs, and a description of the concern.
Receive Instructions
Our team reviews eligibility and communicates the next steps, including the authorized return destination where applicable.
Resolution
Following the required assessment, an eligible refund, replacement, or other appropriate solution is arranged.
For large wholesale orders containing multiple products, please identify the specific affected items and quantities. This helps us distinguish between a partial order issue and a concern involving the complete shipment.
Inspection & Return Requirements
Returned products should be packaged carefully to reduce damage in transit. Where original packaging is available and suitable, we recommend retaining it until any requested inspection has been completed.
For voluntary returns, products must ordinarily remain in a resale-ready condition, unless a different arrangement has been approved. The condition requirements do not override applicable rights relating to defective or nonconforming products.
Please do not combine goods from different orders in a single return without approval. When shipment tracking is available, retain the tracking reference and proof of dispatch.
Any required return identification or reference number will be communicated as part of the authorization instructions.
05 / DAMAGES & ORDER DISCREPANCIES
Damaged, Defective or Incorrect Merchandise
If you receive merchandise that appears damaged, defective, incomplete, or materially different from the confirmed order, please notify Calivane as soon as reasonably practical after discovery.
For visible transport damage or shortages, we recommend contacting us within 48 hours of delivery where practicable. This recommendation supports timely carrier investigations but does not automatically extinguish mandatory legal rights or claims that could not reasonably be discovered during initial inspection.
To help us investigate efficiently, please include:
- Your order number, business name, and contact email.
- Product names, variations, and affected quantities.
- Clear photographs of damaged or incorrect merchandise.
- Images of the shipping carton, shipping label, and packaging if relevant.
- A short explanation of the issue and the resolution requested.
Depending on the circumstances and applicable obligations, available resolutions may include replacing affected goods, supplying missing items, correcting the order, issuing an appropriate refund, or another mutually agreed remedy.
Bulk Orders, Seasonal Goods & Special Sourcing
Standard Wholesale Merchandise
Standard stocked products may qualify for voluntary returns when they meet the published eligibility criteria and are submitted within the applicable return period.
Large orders may require additional verification of affected quantities and product condition before a return is approved.
Custom & Private-Label Orders
Products made, labeled, packaged, or sourced specifically for a wholesale customer may be subject to separately agreed return restrictions. These restrictions must be disclosed and accepted as appropriate before purchase.
Seasonal & Promotional Merchandise
Seasonal or discounted goods are not automatically excluded from every form of return. Any valid limitations on change-of-mind returns should be disclosed through the applicable product offer or purchase terms.
Such limitations do not remove remedies that mandatory law provides for defective or incorrectly supplied merchandise.
Unapproved Returns
Customers should not send merchandise to an address found on a shipping label or website listing unless that address has been confirmed as the correct return destination for the request.
Who Pays for Return Shipping?
For voluntary returns of correctly supplied merchandise, return shipping costs are generally the responsibility of the wholesale buyer unless the accepted order terms provide otherwise.
Where the return results from an error attributable to Calivane or merchandise that is defective or nonconforming, the responsibility for reasonable return costs will be determined by applicable law and the accepted commercial terms.
Original shipping charges, customs fees, import duties, and related transaction costs are not automatically refundable in every voluntary return scenario. Any applicable deduction must be consistent with the published policy, the accepted agreement, and mandatory legal rights.
If the return destination is located in a different country, additional carrier and customs arrangements may be required. Please contact our team before shipping an international return.
Return Destination
The correct return address will be provided in writing after the return request is reviewed. Calivane does not recommend sending returns directly to an unverified warehouse, original shipping address, or third-party facility.
Authorized Return Address: [Insert Verified Return Facility Address Before Publication]
08 / REFUNDS & FINANCIAL PROCESSINGRefund Review & Payment Method
When a refund is approved, Calivane will confirm the applicable amount and process it through an appropriate payment channel, generally using the original payment method when available and feasible.
Any refund amount may reflect the affected merchandise, relevant taxes or charges, and adjustments permitted by the accepted order conditions and applicable law.
Refund issuance and the time required for funds to appear in an account are separate stages. Banks, payment processors, currency conversions, international payment networks, and local banking procedures may affect the final posting date.
Proposed merchant processing target: Within 10 business days after refund approval and completion of any required inspection, except where another legally required deadline applies. Confirm this target against actual operations before publishing.
If an approved refund has not appeared after the communicated processing period, please email service@calivane.store with your order number so we can investigate the status.
Product Exchanges & Replacement Requests
Wholesale exchanges depend on inventory availability, product condition, and the commercial terms applicable to the order. A replacement size, color, or design cannot be guaranteed until its availability has been confirmed.
For an approved voluntary exchange, additional shipping charges or price differences may apply when disclosed and agreed.
If merchandise was incorrectly supplied or does not conform to the accepted order, our team will review the issue and identify an appropriate remedy consistent with the applicable agreement and mandatory law.
For larger wholesale assortments, it may be more practical to resolve a limited number of affected units rather than exchanging an entire shipment.
Order Changes & Cancellation Requests
If you need to cancel or modify an order, please contact Calivane as soon as possible. Requests may be considered before order preparation, procurement, customization, or dispatch has progressed beyond the point at which changes remain feasible.
Orders involving special sourcing, private-label work, or agreed custom specifications may be governed by cancellation conditions confirmed before purchase.
Cancellation is not automatically guaranteed after payment. Any permissible charges or refund adjustments will be determined by the accepted commercial terms and applicable law.
11 / CUSTOMER QUESTIONSFrequently Asked Return Questions
Can I return wholesale products that have not sold?
Unsold inventory is not automatically eligible for return. Voluntary returns depend on product condition, the approved return window, and the commercial agreement.
What if only some units in my bulk order are damaged?
Please identify the affected quantities. We can review a partial remedy without assuming that the entire order must be returned.
Can I return silk eye masks or other sleep accessories?
Eligibility depends on whether the merchandise is unused, its hygienic and resale condition, applicable product restrictions, and mandatory legal rights.
Will I receive a prepaid return label?
A prepaid label is not automatically provided for every return. Return transportation arrangements will be explained when your request is reviewed.
Does this policy affect legally protected consumer rights?
No. If a transaction is legally classified as a consumer purchase, applicable mandatory consumer protections continue to apply regardless of the website's wholesale focus.
Commercial Agreements & Applicable Rights
This policy should be read together with Calivane's Terms of Service, Shipping Policy, product-specific descriptions, and any valid wholesale agreement accepted for the relevant transaction.
Where an accepted written agreement contains a specific, lawful return procedure, that procedure governs the corresponding business transaction to the extent permitted by law.
Nothing in this policy excludes or restricts non-waivable rights under applicable consumer, sale-of-goods, or other mandatory legislation.
We may update this policy to reflect operational or legal changes. Such revisions do not automatically replace the terms of an already accepted order where doing so would be unlawful or require further agreement.
Need Assistance With Your Order?
Our team is available to review return inquiries, shipment discrepancies, damaged merchandise claims, and other wholesale after-sales concerns. Include your order number and business name when contacting us.
service@calivane.storeCalivane | https://calivane.store | Return & Refund Policy