Refund policy
Last Updated: 29 August 2026
At Calyx Essentials, we are committed to delivering safe, authentic, and high-quality skincare products to our customers. We carefully inspect and pack every order before dispatch.
Because our products are skincare and personal-care products, returns are subject to the conditions outlined below for hygiene, safety, and product-quality reasons.
1. Eligibility for Returns
We accept returns only when the product is:
- Unused and unopened.
- In its original, undamaged packaging.
- Complete with all original labels, seals, and accessories, where applicable.
- Purchased directly through the official Calyx Essentials website.
- Accompanied by valid order details or proof of purchase.
Return requests must be submitted within 48 hours after delivery.
Products that have been opened, used, tested, or tampered with are generally not eligible for return or refund, except where the product is confirmed to be defective.
2. Products That Cannot Be Returned
For hygiene and product-safety reasons, we do not accept returns for:
- Products that have been opened or used.
- Products with a broken or removed seal.
- Products damaged after delivery due to improper handling, storage, or use.
- Products returned without their original packaging.
- Products purchased from an unauthorised seller or third-party retailer.
- Products returned after the applicable return period.
- Returns requested due to a change of mind, personal preference, or incorrect product selection.
We recommend checking the product details and suitability before placing your order.
3. Damaged Products
If your order arrives damaged, leaking, or otherwise compromised, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- Clear photographs of the product.
- Clear photographs of the outer packaging and shipping label.
- Photographs showing the damage.
- An unboxing video.
Our team will review the claim and, where appropriate, arrange a replacement.
Please retain the product and its packaging until the issue has been resolved. Do not dispose of or use a damaged product unless instructed by our team.
4. Wrong or Missing Product
If you receive a product different from what you ordered, or if an item is missing from your order, please notify us within 48 hours of delivery.
After verification, we may provide:
- A replacement of the correct product.
5. Defective Products
If you believe that a product is defective, please contact us as soon as possible after receiving the product.
Our team may request photographs, videos, batch details, packaging information, or other information necessary to assess the issue.
If the product is determined to have a manufacturing defect, Calyx Essentials may, at its discretion, provide a replacement or refund.
A product will not be considered defective solely because a customer does not like its texture, fragrance, finish, or personal cosmetic experience, provided the product meets its stated specifications and has not been confirmed to have a defect.
6. Return Process
To request a return, please contact our customer support team through the contact details provided on our website.
Please include:
Order Number:
Name:
Phone Number / Email:
Product Name:
Reason for Return:
Our team will review your request and confirm whether the product qualifies for a return through Mail or WhatsApp.
Please do not send any product back without receiving return instructions from Calyx Essentials.
Unauthorised returns may not be accepted or processed.
7. Return Shipping
Where the return is due to a verified issue caused by Calyx Essentials, such as:
- Wrong product supplied.
- Product damaged before or during delivery.
- Confirmed manufacturing defect.
Calyx Essentials may arrange or reimburse the applicable return shipping costs.
For returns requested for reasons that are not attributable to Calyx Essentials, return shipping costs, where a return is permitted, may be borne by the customer.
8. Refunds
Once an approved returned product is received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be processed through the applicable payment method.
Depending on the payment provider or bank, the refunded amount may take additional time to appear in your account.
Shipping charges, convenience fees, or other non-refundable charges, where applicable, may not be refundable unless the return is due to an error or verified issue attributable to Calyx Essentials.
9. Refund Amount
For an approved refund, the amount refunded will generally correspond to the eligible amount paid for the affected product.
If a customer received a discount, promotional offer, free product, or other benefit as part of an order, the refund may be adjusted accordingly.
Where only part of an order is returned, any applicable discount or promotional benefit may be recalculated based on the remaining items.
10. Order Cancellation
Orders may be cancelled only before they are dispatched, subject to our ability to process the cancellation request in time.
Once an order has been dispatched, cancellation may no longer be possible.
If an order cannot be cancelled after dispatch, the customer may follow the applicable return procedure, provided the order qualifies under this policy.
11. Cash on Delivery (COD) Orders
For COD orders, refunds for approved returns will generally be processed through a suitable bank account or other payment method requested by Calyx Essentials.
Customers may be required to provide accurate payment details for processing the refund.
12. Exchange / Replacement
Where a replacement is approved, Calyx Essentials may provide the same product or an appropriate replacement, subject to product availability.
If the replacement product is unavailable, we may provide a refund instead.
13. Products Purchased From Other Sellers
Products purchased through pharmacies, clinics, distributors, marketplaces, or other third-party sellers are subject to the return and refund policy of the respective seller.
For products purchased directly from Calyx Essentials, this Returns & Refunds Policy will apply.
14. Promotional and Free Products
Products provided free of charge as part of promotional offers, samples, bundles, or other campaigns are generally not eligible for separate refunds or returns.
If a promotional order is returned, the value of any free product or promotional benefit may be considered when calculating the eligible refund.
15. Inspection and Approval
All returned products are subject to inspection.
Calyx Essentials reserves the right to reject a return or refund request if the product:
- Has been opened or used.
- Shows signs of tampering.
- Is damaged due to customer handling.
- Is missing its original packaging or components.
- Does not match the product originally supplied.
- Does not otherwise meet the eligibility requirements of this policy.
The final determination regarding eligibility will be made after reviewing the relevant evidence and condition of the product.
16. Refunds Due to Failed or Undelivered Orders
If an order is returned to Calyx Essentials by the delivery partner because of an incorrect address, repeated delivery failure, refusal to accept the order, or other circumstances attributable to the customer, we may contact the customer regarding the next steps.
Any refund in such circumstances may be subject to applicable shipping, return-to-origin, or other charges incurred by Calyx Essentials.
17. Changes to This Policy
Calyx Essentials reserves the right to modify or update this Returns & Refunds Policy at any time.
Any changes will be published on this page with the updated "Last Updated" date.
Customers are encouraged to review this policy before placing an order.
18. Contact Us
If you have any questions regarding returns, replacements, or refunds, please contact our customer support team through the contact information provided on the official Calyx Essentials website.
When contacting us regarding an order, please provide your order number so that we can assist you more efficiently.
Calyx Essentials
We understand you.