Return and Refund Policy
If, for any reason, you are not completely satisfied with your order, please review the information below for details about our return, refund, and exchange process. This policy applies to orders delivered within the United States, the United Kingdom and Canada.
Important Information
- Return Period: 30 days from the date of delivery
- Refund Processing Time: Refunds are processed after the returned item has been received and approved. Please allow up to 7 business days for the refund to appear in your account after it has been issued by us.
- Return Shipping Costs: Customers are responsible for return shipping costs unless the item is damaged, defective, incorrect, or otherwise does not conform to the order. In such cases, we will cover the reasonable return shipping costs or provide an appropriate solution.
- Restocking Fees: No restocking fees are charged.
Return Eligibility
Under our voluntary return policy, items may be returned within 30 days of delivery. To be eligible for a return, items should be returned in their original condition. Where applicable, items should:
- Be unused and unworn beyond what is reasonably necessary to inspect or try on the item
- Be returned with the original packaging, where reasonably possible
- Include all original tags and components, where applicable
Nothing in this return policy limits or excludes any statutory consumer rights that may apply to you.
Notes
- Return requests made after 30 days from delivery may not be accepted under our voluntary return policy. This does not affect any statutory rights that may apply.
- If an item has been handled beyond what is reasonably necessary to inspect or try it, resulting in a reduction in its value, we reserve the right to reduce the refund where permitted by applicable law.
How to Start a Return
- Contact us: Email us at support@caldwellvoss.com with your order number and details of your return.
- Receive return instructions: We will provide you with the applicable return address and instructions for returning your item.
- Package the item securely: Please ensure that the item is carefully packaged to help prevent damage during return shipping.
Return Shipping Costs
For returns made under our voluntary 30-day return policy because you have changed your mind, customers are generally responsible for the cost of returning the item.
If an item is damaged, defective, incorrect, or otherwise does not conform to the order, please contact us before returning it. Where required by applicable law, we will cover reasonable return shipping costs or provide an appropriate return method.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome of your return. If the return is approved, the refund will be issued to the original payment method used at checkout, unless otherwise agreed or required by applicable law.
After we issue your refund, please allow up to 7 business days for it to appear in your account. The time it takes for the funds to appear may depend on your bank or payment provider.
Where applicable law provides a different refund deadline or requires additional amounts to be refunded, including eligible standard delivery charges, those statutory requirements will apply.
Exchanges
If you would like to exchange an item, please contact us at support@caldwellvoss.com with your order number and details of the item you wish to exchange.
Exchange items should meet the same general eligibility conditions as returns. Exchanges are subject to product availability.
If the requested replacement item is unavailable, we may issue a refund instead, subject to the applicable return conditions and your statutory rights.
Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@caldwellvoss.com.
We will make reasonable efforts to cancel your order before dispatch. If your order has already been dispatched, you may still be able to return or cancel the order in accordance with this policy and any applicable consumer protection laws.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or otherwise does not conform to your order, please contact us at support@caldwellvoss.com as soon as possible.
Please include your order number, a description of the issue, and, where reasonably possible, photos of the item and its packaging. Once we have reviewed the issue, we will provide an appropriate resolution in accordance with applicable law, which may include a replacement, repair, or refund.
United Kingdom Customers – Right to Cancel
In addition to our voluntary 30-day return policy, customers in the United Kingdom purchasing online generally have a statutory right to cancel their purchase without giving a reason.
You generally have 14 days from the day you receive your goods to inform us that you wish to cancel your order. After notifying us, you generally have a further 14 days to return the goods.
To exercise your right to cancel, you may contact us at support@caldwellvoss.com with a clear statement that you wish to cancel your purchase. You do not need to provide a reason.
Unless we have agreed otherwise or the goods are faulty, incorrect, or not as described, you are generally responsible for the direct cost of returning the goods.
Where the statutory right to cancel applies, we will refund the amount required by applicable law, including the price paid for the returned goods and any eligible standard outbound delivery charges. If you selected a more expensive delivery option, any amount above the cost of our standard delivery option may not be refundable.
We will process statutory refunds within the time required by applicable UK law. For returned goods, this is generally no later than 14 days after we receive the goods back or, where applicable, after you provide evidence that the goods have been returned.
We may reduce the refund to reflect a reduction in the value of the goods caused by handling beyond what would reasonably be permitted when examining the goods in a physical store, where permitted by law.
These cancellation rights are subject to any exceptions provided by applicable UK consumer law.
United States Customers
Our 30-day return policy applies to eligible orders delivered within the United States. Applicable federal or state consumer protection laws may provide additional rights depending on your location. Nothing in this policy limits any rights that cannot legally be excluded.
Canadian Customers
Our 30-day return policy applies to eligible orders delivered within Canada. Applicable federal or provincial consumer protection laws may provide additional rights depending on your province or territory. Nothing in this policy limits any rights that cannot legally be excluded.
Contact
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us at support@caldwellvoss.com.
This policy is subject to our Terms of Service.