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At CALLUG, customer satisfaction is one of our top priorities. We are committed to providing quality products and a reliable shopping experience. If you are not completely satisfied with your purchase, we are here to help.
This Refund & Return Policy explains the conditions, procedures, and timeframes for returning products, requesting refunds, and exchanging items purchased through https://callug.store.
1. 30-Day Return Policy
We offer a 30-day return period, which means you have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must meet the following conditions:
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The item must be unused and unworn.
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The item must be in its original condition.
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The item must be returned with its original packaging, tags, accessories, and components, where applicable.
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You must provide proof of purchase, such as an order confirmation or receipt.
Items that do not meet these conditions may not qualify for a return, except where applicable consumer protection laws provide otherwise.
2. Free Return Shipping
CALLUG offers free return shipping for eligible returns.
If you wish to return an item, please contact our customer support team before sending the product back. We will provide instructions and, where applicable, a prepaid return shipping label.
Please do not send products to the original shipping address without receiving return authorization and instructions from our support team.
Customers will not be charged restocking fees for approved returns.
3. How to Request a Return
To initiate a return, follow these steps:
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Contact us at support@callug.store with your order number.
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Explain the reason for your return.
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Include clear photographs if the product is damaged, defective, or incorrect.
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Our support team will review your request and provide return instructions.
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Once your return is authorized, follow the instructions provided to send the item back.
Our customer support team aims to respond to return requests within 1–2 business days.
4. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Please allow:
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5–10 business days for our team to process an approved refund.
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An additional 5–10 business days for your bank or payment provider to make the funds available.
Actual processing times may vary depending on your financial institution and payment provider.
If you have not received your refund after the expected timeframe, please contact us at support@callug.store.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
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Your order number.
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A description of the issue.
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Clear photographs or videos showing the problem.
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Photographs of the packaging, if relevant.
After reviewing your request, we will offer an appropriate resolution, which may include a replacement, exchange, or full refund.
Eligible customers will not be required to pay return shipping costs for products that arrive damaged, defective, or incorrect.
6. Exchanges
If you wish to exchange an item for a different size, color, or available variation, please contact our customer support team.
Exchanges are subject to product availability.
If the requested replacement is unavailable, you may choose an eligible refund instead.
We will provide instructions for completing the exchange after reviewing your request.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Orders that have not yet entered processing or fulfillment may be eligible for cancellation.
Once an order has been processed, shipped, or handed over to the carrier, cancellation may no longer be possible. In such cases, you may request a return after delivery in accordance with this policy.
8. Non-Returnable Items
Certain items may not be eligible for return, including:
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Products clearly identified as non-returnable at the time of purchase.
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Personalized or custom-made products.
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Items that have been used, damaged, or altered after delivery due to customer handling.
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Products missing essential components or original packaging, where applicable.
These exclusions do not affect any mandatory consumer rights available under applicable law.
9. Late or Missing Refunds
If your refund has not appeared in your account:
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Check your original payment account.
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Contact your bank or card issuer, as processing delays may occur.
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Contact your payment provider if applicable.
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If you still have not received your refund, contact us at support@callug.store.
We will do our best to assist you in resolving any refund-related issue.
10. Shipping and Delivery Issues
If your order has not arrived within the estimated delivery timeframe, please contact our support team.
We will investigate the shipment with the relevant shipping carrier and help determine the appropriate next steps.
For packages confirmed as lost or products that were never delivered, we will review the circumstances and provide an appropriate resolution in accordance with applicable law.
11. Consumer Rights
This policy does not limit or exclude any statutory rights that customers may have under applicable consumer protection laws.
Where mandatory consumer protection regulations provide additional rights, those regulations will take precedence over any conflicting provision in this policy.
12. Changes to This Policy
CALLUG reserves the right to update or modify this Refund & Return Policy at any time.
Any changes will be published on this page, together with the updated revision date.
We encourage customers to review this policy periodically.
13. Contact Us
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact our customer support team.
Store Name: CALLUG
Website: https://callug.store
Email: support@callug.store
Customer Support: Online Customer Support
We are committed to providing professional assistance and resolving customer concerns as efficiently as possible.
Thank you for shopping with CALLUG.