Returns and Exchanges

Returns & Exchanges Policy

At The Calm Qi, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read the information below to understand our return and exchange process.

1. Returns

We offer returns on eligible items within 14 days of receiving your order. To initiate a return, please ensure that the item is unused, in its original condition, and in the original packaging.

To return an item:

  1. Contact Us: Email our customer service team at support@thecalmqi.co.uk within 14 days of receiving your order. Include your order number and details about the item you wish to return.

    Please note DO NOT send any packages directly to us without contacting us first. Items sent back to us without first requesting a return will not be accepted.

  2. Return Authorization: After reviewing your request, we will send you a return authorization and instructions on how to proceed with the return. 

  3. Shipping the Return: You are responsible for the cost of return shipping. Please make sure the item is securely packaged to prevent damage during transit. We recommend using a tracked shipping service for your return.

  4. Processing the Refund: Once we receive the returned item and confirm it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method within 5-10 business days.

Please note:

  • Some items, such as opened wellness or personal care products, are not eligible for return due to hygiene reasons.
  • Items must be in their original, unused condition to qualify for a return.
  • Sale or discounted items may have specific return restrictions.

2. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, please follow the return process and place a new order for the replacement item.

To exchange an item:

  1. Return the Original Item: Follow the instructions above to return the original product.
  2. Place a New Order: Once your return is processed, you can place a new order for the item you would like to receive as a replacement.

3. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 3 days of receiving your order. We will arrange for a replacement or  refund.

To report damaged or defective items:

  • Send an email to support@thecalmqi.co.uk with your order number and photos of the damaged or defective item.
  • We will guide you through the next steps, which may include returning the damaged item or receiving a full refund.

4. Non-Returnable Items

The following items are non-returnable:

  • Opened or used wellness, fitness, or self-care products due to hygiene and safety reasons.
  • Personalized or custom-made items.
  • Any products marked as "final sale" or "non-returnable" at the time of purchase.

5. Shipping & Handling Costs

  • Return Shipping: You are responsible for the cost of return shipping unless the item is defective or damaged.
  • Original Shipping Fees: Shipping charges if any are non-refundable, and return shipping costs will be deducted from your refund unless the return is due to an error on our part.

6. Refunds

Once your return is approved, a refund will be issued to the original payment method used at checkout. Refund processing may take 5-10 business days to appear in your account, depending on your bank or payment provider.

Contact Information

If you have any questions or need further assistance with returns or exchanges, please reach out to our customer service team:

Email: support@thecalmqi.co.uk
Hours of Operation: Monday – Friday, 9:00 AM to 5:00 PM

We appreciate your understanding and cooperation. Our goal is to make your shopping experience as smooth as possible. Thank you for shopping with The Calm Qi.