Return and Exchange Policy

Thank you for shopping at calmenso.com. We strive to deliver premium skincare & wellness products to all customers. If you are unsatisfied with your purchase, our return & exchange policy is outlined below for your reference, fully disclosed prior to checkout as required by California consumer law.

1. Return Eligibility Window

We accept return requests within 30 calendar days from the delivery date of your order.

Any return request submitted after the 30-day window will not be approved, no exceptions.

2. Qualified Return Conditions

To be eligible for return, your items must meet all requirements:

Unused, factory-sealed, untested & no signs of wear, contamination or damage;

Retain all original packaging, sealed boxes, outer shrink wraps, product labels and accessory parts;

Complete original sets including gift boxes, trial samples and gift bags must be returned together; missing free gifts/samples will result in proportional deduction from your refund;

Provide valid order number + purchase email as proof of purchase.

Non-Returnable Items (Hygiene & Special Category)

Due to health & hygiene regulations, the following products are final sale and cannot be returned/exchanged under any circumstances:

Opened, sampled, partially used skincare, essential oils, facial masks, hand soap, oral care powder once factory seal is broken;

Custom blended essential oils, personalized herbal sachets, custom scented pillows made to order;

Clearance, flash sale, limited discount items clearly marked "Final Sale" on product listing page;

Disposable single-use masks, hygiene patches and oral care products after seal removal;

Damaged returns caused by improper customer storage, personal misuse or self-arranged shipping accidents.

3. Three Resolution Options

Once we receive and inspect your returned package, you may choose one solution:

Full Refund: Refund to original payment method (credit card, PayPal, Shop Pay). Original shipping cost is non-refundable unless the item is defective, wrong item or missing goods caused by our error. If the mistake is on our side, original delivery shipping fee will be fully refunded.

Exchange: Swap for same item different size/scent, or equal-value alternative product. We cover resending shipping cost for all approved exchanges.

Store Credit: Instant store credit valid for 12 months from issuance date; expired credit cannot be recovered or converted to cash. Choosing store credit gets an extra 10% bonus credit on your total return amount.

4. Return Shipping Fee Rules

Customer-initiated returns due to personal dissatisfaction: Buyer bears all return shipping cost. We can provide discounted return label upon request.

Our mistake (wrong item, missing goods, factory defect, damaged during transit): We fully cover return shipping & resend cost, no restocking fee applied.

Restocking Fee: A 15% restocking fee is clearly disclosed at checkout and applicable to all valid customer-initiated returns, deducted from final refund amount. No restocking fee for defective/wrong shipments caused by our team.

5. Step-by-Step Return Process

Submit return request within 30 days after delivery:

Option A: Visit our return portal https://calmenso.com/returns

Option B: Email info@calmenso.com with order number, item list & detailed return reason

Our customer service will reply within 2 business days, send pre-paid/discounted return label if applicable;

Pack all items securely, attach official return label to outside package;

Ship the parcel within 7 calendar days after receiving return approval;

We will inspect goods within 3–5 business days after receiving your package;

Refund / exchange / store credit will be processed within 5–10 business days after inspection passes.

6. Damaged & Defective Goods Policy

If you receive broken, leaking, defective or incorrect items:

Contact us within 48 hours after delivery, attach clear photos of outer shipping box, packaging and damaged product;

We offer three solutions: free replacement, full refund including original shipping fee, or extra store credit compensation;

We will arrange free return shipping at our cost, no restocking fee charged.

7. Special Notice

We do not accept COD return packages. All return shipping fees must be prepaid by customer unless the error is ours. Any COD shipment will be refused and returned to sender at buyer’s expense;

International orders outside US territory: return shipping, customs duties, brokerage fees and cross-border surcharges are fully borne by buyer;

Store credit cannot be converted back to cash or refunded to payment accounts, and expires 12 months after issuance;

We are not liable for loss, damage or delay of returned parcels during customer self-shipping transit;

This policy complies with California Consumer Civil Code §1723, conspicuously displayed at checkout page, all product pages and footer legal menu;

All disputes arising from this purchase shall be resolved under the jurisdiction of Los Angeles County, California.

Support Contact:

Email: info@calmenso.com

Working Hours: Mon-Sat 9:00–18:00 PST