RETURNS

A return fee of €5, payable by the Buyer or the recipient of the order, applies if the recipient exercises the right to return the item, except in cases where the return is due to a lack of conformity of the delivered products with the order or in the case of a damaged product.

If a product does not match your order or is damaged or defective, you may return it in accordance with the terms* listed here.
The product must be undamaged, in its original condition, in its original packaging, and include all accessories and the instruction manual. It must not have been used. 

If you are returning a complete order, please to also include samples and any gifts related to the order.

   - If the product was received less than 14 days ago: Kalista will refund the purchase price of the product (the amount shown on your invoice) via the original payment method, minus the return shipping costs.

   - Items received more than 2 months ago: No exchanges or refunds will be accepted.

How do I proceed?

1. Submit a return request through your customer account under the "Order History and Details" section. You can request a return for the product in question directly by specifying the reason. Our customer service team will respond within 48 hours.      

2. Prepare your item for return:
- Wrap it up as securely as possible to protect it during shipping, ideally, in the original packaging (no envelopes or bubble wrap) so that the product arrives in good condition and we can process the return.

3. Send your package
- Attach the return shipping label you received via email in response to your request. 

4. Once Kalista receives your package:
     The product has been verified.
   - If the item meets the return criteria, we will issue a refund via the original payment method or create an online store credit.
   - If it does not meet the return criteria, we will not be able to issue a refund and will return it to you.

What are the reimbursement deadlines and methods?

Once we receive your items, your refund or store credit will be processed within 10 business days. However, if you have notified Customer Service of your intention to cancel your order, your return will be processed as a priority.

If you return items and they are in good condition, you will be refunded via your original payment method.

   - Refund for an order paid by credit card:
If you paid for your order with a credit card, the total amount of your order will be refunded to your credit card.

   - Refund for an order paid by check or bank transfer:
If you paid for your order by check or bank transfer, you will receive a refund by check.


If the user fails to follow the procedure described above within the specified time frame, the user may not file any claim for any reason whatsoever, as the products shall be deemed to have been delivered in accordance with the order and free from any defects.

If you have any further questions about returning your product, please contact us Monday through Thursday from 9:00 AM to 6:00 PM, and Friday from 9:00 AM to 5:00 PM via the "Contact" section of the website (no surcharge).

* For full details on our return and refund policy, please refer to our Terms and Conditions.