Refund policy

Returns Policy
Our products have a strict 30 day returns policy. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. 

Items can only be returned if they are in saleable condition - unused and in the original packaging as you received it.

Any item not in its original condition, damaged or missing parts for reasons not due to our error will not be entitled to a refund.

Goods must be checked upon delivery for damage and missing items, with any issues to be reported to us within 24 hours. If your parcel is damaged, you must sign for as damaged or refuse the goods. If you accept the delivery and sign as damaged, you must report this to us and photograph the delivery note and the damage to your goods or the package.

Should you wish to return your item for a refund or exchange, or you need to report delivery issues, please contact us on 01626563563 or email admin@callidustrade.co.uk so we can check your eligibility. 

You can also submit a return request using your customer account by doing the following:

Submit a return request

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.
  1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
  2. Click "Request return" for the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store.
  5. Click "Request return".

If your return request is approved you are required to return the product to us. After the product is returned, you receive a refund.

Refunds (if applicable)
Goods returned to us will be inspected upon arrival and we will notify you once received and checked.
If you are approved for a refund, this will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

When sending your goods back please ensure the following information is included in the package with your order:

Full Name
Order Number
Delivery Address

Please ensure you have contacted the office first so they know to expect your order and that you have received the correct forms.

Please ensure there is no damage or markings on the box, the box must remain in sellable condition for a full refund to be made. If the box is not in unused condition a full refund will not be made.

If the above information is not included in the refund delivery, it can take up to a week for our team to manually track down your order.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at admin@callidustrade.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
Exchanges are included in the 30 day policy. If you need to exchange an item for something else, it must in saleable condition - unused and in the original packaging as you received it. You will be responsible for the cost of shipping. 

Replacements
We only replace items if they are defective or faulty and we will not replace items that have been damaged after delivery. If your item has arrived damaged, this must be reported to us immediately. 

Shipping (Please contact the office before sending so we can provide you with the correct forms)
To return your product, post to:

 

Callidus Trade, Unit 6, Zealley Estate, Greenhill Way, Kingsteignton, Newton Abbot TQ12 3TD

You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Trade Customers:

Returns 

No goods can be returned to Callidus Trade without its express consent. In the event of faulty or damaged products being received by the Customer, please phone our Customer Services Department during office hours to advise of the problem whereupon arrangements to rectify will be made. Goods returned for any other reason will be subject to a minimum of 15% re-stocking charge.