Return & Refund Policy

1. Returning an unopened item

All our products ship sealed for hygiene reasons. If the seal is intact, you can
return the item within 14 days of delivery. Once the seal has been removed, the
item cannot be returned.

All returns must be requested through and approved by Calisi Beauty before anything
is sent back. Email customerservice@calisibeauty.com with your order number before the 14 day period ends. Do not send anything back before you have heard from us. Packages returned without prior authorisation will not be accepted or refunded. Once authorised, you have a further 14 days to send the item back.

2. Why opened items cannot be
returned

Our products are cosmetics and personal care items applied directly to the skin,
lips, lashes and brows. Once opened, they cannot be resold or hygienically
reprocessed. This is not a discretionary policy. It is the position under the
Consumer Contracts Regulations 2013, reg. 28(1)(e), which removes the right to
return goods sealed for health protection or hygiene reasons where the seal has
been broken after delivery.

Our products are sealed. If the seal is intact, the item has not been opened and can be returned. Once the seal has been removed, the item cannot be returned.

3. Condition of returned items

Items must reach us in resaleable condition, with the seal intact and the packaging
complete and undamaged.

Because our products are sealed cosmetics, inspecting an item means examining the outer packaging. It does not extend to opening, unwrapping or testing the product,
which breaks the seal and ends the right to return under section 2.

Items returned with packaging that is damaged, marked, incomplete or missing are not in resaleable condition and will not be refunded.

4. Faulty or damaged items

If an item arrives faulty or damaged, we will replace it.

Email customerservice@calisibeauty.com with your order number, a description of the
issue, and photographs or video showing the problem. For items damaged in
transit, contact us within 48 hours of delivery. We assess every case
individually and confirm the next steps in writing.

5. Results and suitability

Our products are designed to work with your individual features, and results depend
on how they are used. Lash and brow type, skin type and tone, application technique, timing and the products you use alongside ours all shape the outcome.

This forms part of how our products are described, and is set out on every product
page and in full under How to Get Best Results. Any images, videos or descriptions on our site show one person under one set of conditions, and your result will be your own.

Where a product functions as described, a result that differs from your personal
expectation is not a fault and does not create a right of return.

If you are not getting the result you hoped for, contact us before assuming the
product is faulty. We will help you adjust your technique, and in most cases
that is all it takes.

6. Return shipping

Return postage is at your own cost unless the item is faulty or was sent in error, in
which case we cover it.

We recommend a tracked and insured service. We are not responsible for parcels
lost or damaged on their way back to us, so please keep your proof of postage.

7. Refunds

Once we receive and inspect your return, we will email you to confirm whether the
refund has been approved.

Approved refunds go back to your original payment method within 10 business days.

Original shipping costs for your region are non-refundable in all cases, including where
an item is returned, and even if you qualified for free shipping at the time of purchase. Refunds cover the price paid for the goods only.

Your bank or card provider may take a few extra days to post the funds. If more than
15 business days have passed since we confirmed your refund, please contact us.

8. Contact

customerservice@calisibeauty.com