Returns, Refunds & Warranty

Returns, Refunds & Warranty

10 Day Return Policy

Calora’s Love-It Or Leave-It Guarantee allows shoppers to return purchases at no cost for a full refund or store credit. Whether the material isn’t what you expected, the size is too small, or for any other reason, rest assured that you won’t get stuck with your purchase. Simply contact Calora on 0861 CALORA or email returns@calora.co.za and we’ll send over the courier to collect the item.

With exception to the list below, you may cancel any sale concluded on Calora within 10 days after date of receipt of the goods for a full purchase price refund or credit, at the purchaser’s discretion, less the original shipping fee. No shipping charges apply for the collection of the returned product/s. You may also cancel an order that has not yet been dispatched from our warehouse (excluding electronic gift cards or any other digital product), for a full refund. Should you cancel an order partially, a delivery fee will be charged for the remaining products to be delivered.

• Periodicals such as magazines, books;
• Media-related products such as DVDs, Music or Software which have been un-sealed and are no longer in their sealed, original packaging;
• Food, beverages or other goods intended for everyday consumption (such as diapers, dog food, etc.);
• Products which are likely to deteriorate or expire rapidly or products which may not be returned and resold due to hygienic reasons;
• Products that have been used and are not in a re-sellable, brand new condition, in its original packaging.

*A return shipping fee will apply should the product/s collected by Calora not comply with the above.

Calora reserves the right to accept a free return and notify the shopper that further free returns will not be accepted should a shopper abuse this policy by returning a large proportion of their orders.

The above exceptions do not apply if:

• Your package is not delivered within the specified delivery period or delivered later than 30 days from the conclusion of the purchase;
• A product purchased be unavailable for any reason, Calora will notify the purchaser and issue a full refund within 30 days of the notification.

Defective / Unsuitable or Damaged products

If, within 6 months after delivery of a product to the purchaser:

• You find that the product is damaged, defective, or otherwise unsuitable for the purpose for which it was intended for in the product description, and;
• You arrange to return such product to Calora (at Calora’s expense) by notifying Calora via email - returns@calora.co.za or via customer service – 0861 CALORA;
• And Calora indeed finds the product to be damaged, defective or unsuitable, the purchaser is entitled to either have the product repaired or replaced at Calora’s expense, or to be fully refunded.

Should Calora find the product not to be damaged, defective/faulty or unsuitable, you will be liable for the expense of shipping the product to Calora and back to the purchaser.

A product is not considered to be defective, damaged or unsuitable when:

• Faults resulting from normal wear and tear occur;
• An unauthorised person has altered the product;
• Incompatibility – It is the purchaser’s responsibility to ensure that the product (such as a DVD or electronic game) is compatible with the hardware to be used with;
• Misuse or abuse of a product or use in a way in which it was not intended to be used;
• Inability to use the product correctly. Please refer to the instruction manual or call Calora for assistance.

Exclusions are digital products such as gift cards or any product which cannot be returned due to its digital nature.

There may be a longer warranty period, applicable to certain products, under the manufacturer’s warranty. Please see our warranty section below for more information should you discover a defect after 6 months from time of delivery.

Return Procedure

Follow the quick steps below for returns:

• Contact Calora to request a pick up (within 10 days of receipt) or to find out what the warranty period is for the item you purchased (if over 6 months have passed).
• Should your faulty product still be within the warranty period or within the first 6 months, Calora will authorise the courier company to collect the product from the purchaser (within South Africa).
• Please protect your returned products by packaging them in the appropriate box to prevent shipping damage. Do not send returns in any type of shipping envelope (including bubble wrap envelope). All products received with damage to the product due to improper packaging will be refused or returned with a shipping/handling charge to your account.

Damaged Goods

All product or packaging damage must be reported to Calora within 24 hours from "delivery date". Please note the damage on the delivery note at the time of acceptance. We cannot be responsible for lost or damaged items being returned to us due to shipping damage or defects past this date. It is highly recommended that insurance is purchased when returning merchandise to us if you’re not using Calora’s courier services. All product packages will be returned to sender that are damaged from shipping unless called within the time requirements. You should retain all packaging and materials for placing the claim with the shipping company.

Missing Items from Order

We have a strict Quality Control Procedure to ensure you receive your package undamaged, quickly, and as ordered. When accepting the package, please ensure that ALL items are included. If there is any missing item in the package, note it on the delivery note before accepting the order and notify Calora within 24 hours.

Refund Procedure

Once Calora has verified and approved a refund/credit, the approved amount is added to your account as a credit or gift certificate within 3 working days. A refund will be made into the same account you used when making the purchase within 30 days.

Warranty

If your product was purchased within 6 months or less, please see Defective / Unsuitable or Damaged products section above.

If the product you purchased is older than 6 months from the date of delivery, it may still carry an additional manufacturer’s warranty. Please contact Calora on 0861 CALORA or email returns@calora.co.za to find out if the product is still under its warranty period. All products still under warranty after the initial 6 month period, will at the discretion of Calora be repaired, replaced or refunded after testing the product at Calora’s warehouse and it is found to be faulty due to a manufacturer’s defect. Calora will not be liable for damage caused by misuse, abuse or normal wear and tear. If it is found that the product damage is not a manufacturer’s fault, it will only be shipped back by Calora once the shipping has been paid for by the customer. Calora reserves the right to request documentation such as receipt of purchase.

Some manufacturers require the purchaser to contact the manufacturer directly during the warranty period. The applicable warranty information will be provided by Calora at the time of enquiry by the purchaser.