Refund policy

Last Updated: August 11, 2026

Return & Refund Policy

This Return and Refund Policy complies with the German Consumer Rights Act, the German Civil Code (BGB), and EU consumer protection directives applicable to online distance selling. This policy applies to all orders placed with Calessa by customers located in Germany and the European Union.

1. Statutory 14-Day Cooling-Off Period

As required by German and EU distance selling regulations, you have the right to cancel your order or return purchased goods within 14 calendar days without providing any reason. The cooling-off period starts on the day you receive the goods.

2. Conditions for Valid Returns

To qualify for a refund or exchange under the cooling-off right, items must be unused, undamaged, complete with original packaging, tags, and accessories, and suitable for resale. You are responsible for proper care of the goods during the return period.

3. Extended Voluntary Return Period

In addition to your statutory 14-day legal right, Calessa offers a voluntary extended return window for eligible items. This voluntary policy does not replace or limit your statutory consumer rights under German law.

4. Defective & Non-Conforming Goods (Warranty Rights)

Under German statutory warranty provisions, goods that are defective, damaged on delivery, or inconsistent with the product description are eligible for repair, replacement, partial refund, or full refund. These legal rights apply independent of the cooling-off period.

5. Return Shipping Costs

For customer-initiated returns under the cooling-off period, the customer bears the return shipping costs unless otherwise stated in the product listing or checkout page. For defective, wrong, or damaged goods caused by our error, we will cover all return shipping fees and processing costs.

6. Refund Processing

After we receive and inspect your returned goods, we will process your refund within a reasonable period in accordance with German consumer law. Refunds will be issued to your original payment method. Bank processing times may vary depending on your financial institution.

7. Excluded Items

Certain goods are excluded from free return or cooling-off rights as permitted by German law, including personalised custom products, sealed hygiene items once opened, and final-sale products. Statutory warranty rights for defects remain unaffected.