Refund policy

 

This Return and Refund Policy applies to purchases made through calpaktravelx.shop.

We want customers to understand clearly how cancellations, returns, damaged goods and refunds are handled. This policy is intended to operate consistently with applicable UK consumer protection laws and does not limit any statutory rights that cannot legally be excluded.

For return assistance, contact:

info@calpaktravelx.shop

1. Your Right to Cancel an Online Purchase

If you are a UK consumer purchasing qualifying goods online, you will generally have the right to cancel your purchase without giving a reason within 14 days after receiving the goods, subject to statutory exceptions.

If a single order contains multiple products delivered separately, the cancellation period generally begins when you, or a person nominated by you other than the carrier, receives the final relevant item.

To exercise your cancellation right, you must clearly inform us of your decision to cancel before the applicable cancellation period expires.

You may do so by emailing:

info@calpaktravelx.shop

Your cancellation request should include sufficient information for us to identify your order, such as your order number, customer name and the email address associated with the purchase.

2. Returning Goods After Cancellation

After notifying us that you wish to cancel a qualifying purchase, you should return the relevant goods without undue delay and ordinarily no later than 14 days after informing us of your cancellation.

Please contact info@calpaktravelx.shop before sending any return.

We will provide appropriate return instructions after reviewing your request.

Products should not be returned to an address shown on a parcel, packaging label or courier document unless our customer service team has expressly confirmed that it is the correct return location.

Unauthorised returns may result in processing delays.

3. Condition of Returned Products

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar manner to how they could ordinarily inspect them in a physical shop.

When returning goods following a change-of-mind cancellation, customers should take reasonable care of the products.

Where handling goes beyond what is reasonably necessary to inspect the goods and causes a reduction in value, we may be entitled, where permitted by law, to make an appropriate deduction from the refund reflecting that diminished value.

Where reasonably possible, products should be returned with accessories, manuals and other components supplied with them.

Original packaging is helpful where available but will not automatically be treated as a condition of exercising statutory rights where the law provides otherwise.

4. Return Shipping Costs for Change-of-Mind Returns

Unless otherwise stated by us, customers exercising a change-of-mind cancellation right are responsible for the direct cost of returning the goods.

We recommend using a tracked or otherwise traceable return service and retaining evidence of postage until the return and refund have been completed.

If the item is faulty, damaged, incorrect or not as described, different rules may apply and reasonable return costs will be handled in accordance with applicable consumer law.

5. Faulty, Damaged, Incorrect or Misdescribed Goods

Your statutory rights regarding faulty goods are separate from the 14-day cancellation right.

Goods supplied to consumers must meet the requirements imposed by applicable UK consumer law, including requirements relating to quality, fitness for purpose and correspondence with description.

If you believe an item is faulty, damaged, incorrect or materially different from its description, contact:

info@calpaktravelx.shop

Please provide your order number, a description of the problem and, where reasonably useful, photographs or other evidence showing the issue.

Providing photographs may assist us in investigating a problem, but we will not use unreasonable evidence requirements to prevent customers from exercising statutory rights.

Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction or refund.

For qualifying faulty goods, UK consumers may have a short-term right to reject the goods during the statutory period.

Nothing in this policy reduces those legal protections.

6. Damage During Delivery

If a package arrives visibly damaged, we recommend documenting the condition of the parcel and item as soon as possible.

Contact us at info@calpaktravelx.shop and provide:

Your order number;

A description of the damage;

Photographs of the affected item where possible;

Photographs of the external packaging where relevant; and

Any other information reasonably required to investigate the delivery.

We will review the issue and provide appropriate assistance.

7. Incorrect Items

If you receive an item different from the item ordered, contact us at info@calpaktravelx.shop.

Please do not use the incorrect product beyond what is reasonably necessary to identify the mistake.

Once the issue has been verified, we will provide instructions for resolving the matter.

Where the error is attributable to us, customers will not be required to bear unreasonable return costs resulting from that error.

8. Missing Items

If an order contains multiple items and an item appears to be missing, please first check your shipping information because some orders may be delivered in separate packages.

If the item remains missing, contact info@calpaktravelx.shop with your order number and details of the missing product.

9. Products That May Be Excluded From Change-of-Mind Cancellation

Certain goods may be excluded from statutory change-of-mind cancellation rights where an applicable legal exception applies.

Examples can include goods made to a consumer's specifications or clearly personalised goods, goods liable to deteriorate rapidly, and certain sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed.

An exclusion will only be relied upon where it lawfully applies to the product and circumstances concerned.

These exclusions do not remove statutory remedies where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

10. Refund Method

Approved refunds will normally be issued to the original payment method used for the purchase.

We generally cannot redirect a refund to an unrelated card, bank account or payment account.

The time taken for a refund to become visible after we process it may depend on the payment provider, bank, card issuer or financial institution.

11. Refund Timing

Where you validly cancel a qualifying distance purchase, we will process reimbursement in accordance with applicable UK consumer law.

For returned goods, we may be entitled to wait until we have received the goods back or until you provide evidence that the goods have been sent back, whichever occurs first.

Where applicable, reimbursement will be made without undue delay and within the statutory timeframe.

12. Original Delivery Charges

Because calpaktravelx.shop currently provides free standard shipping, customers ordinarily do not pay a standard outbound delivery charge that would need to be reimbursed.

If we introduce optional paid premium delivery services in the future, refunds relating to delivery charges will be handled in accordance with applicable law and the delivery option selected.

13. Exchanges

We may, where operationally possible, assist customers wishing to exchange an item.

However, an exchange is not guaranteed to be available for every product or order.

The most appropriate solution may be a return and refund followed by a new order.

Any exchange procedure offered by us does not reduce statutory consumer rights.

14. Sale and Promotional Items

Unless a specific lawful exception applies, purchasing an item at a discount or during a promotion does not automatically remove statutory consumer rights.

If a promotional product is faulty or otherwise does not conform to the contract, applicable statutory remedies remain available.

15. Gift Purchases

Refunds for products purchased as gifts will normally be returned to the original payment method used by the purchaser.

We may require information sufficient to identify and verify the original transaction.

16. Refused or Unclaimed Deliveries

Refusing a parcel does not necessarily complete a valid cancellation request.

Customers wishing to cancel should contact us at info@calpaktravelx.shop so that the cancellation can be recorded and appropriate instructions can be provided.

Where a parcel is returned because it was not collected or because incorrect delivery information was provided, we will review the circumstances before determining the appropriate resolution.

17. Chargebacks

Customers are encouraged to contact us first if they believe an order has not been handled correctly.

Opening a payment dispute or chargeback does not remove contractual or statutory rights, but duplicate refund processes may delay resolution while the payment provider investigates.

18. Proof of Purchase

We may require reasonable evidence of purchase before processing a return or refund.

Suitable evidence may include the order confirmation email, order number or other transaction information sufficient to identify the purchase.

19. Abuse and Fraud

We may investigate returns where there is reasonable evidence of fraud, deliberate misuse, substitution of products, falsified evidence or other abusive activity.

This provision will not be used to interfere with genuine statutory consumer rights.

20. Contact for Returns and Refunds

All return and refund enquiries should be directed to:

calpaktravelx.shop
Email: info@calpaktravelx.shop

Please include your order number whenever possible.