Return & Refund Policy

Return & Refund Policy

At CalmNestStyle, we want you to be completely satisfied with your personalized purchase. Because all our products are custom-made and personalized specifically for you, our return policy differs from standard retail policies.

Made-to-Order Products & EU Consumer Rights

All CalmNestStyle products are made-to-order and personalized according to your specifications. Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), personalized and made-to-order goods are exempt from the standard 14-day right of withdrawal.

This means that once you approve your design proof and production begins, personalized items cannot be returned or exchanged due to change of mind.

When We Accept Returns

We will gladly accept returns and provide a full refund or replacement in the following cases:

  • Defective or Damaged Products - The item arrived damaged or has manufacturing defects
  • Our Error - We made a mistake in the personalization (not a customer error)
  • Wrong Item - You received an item that doesn't match your approved proof or order description
  • Non-Delivery - Your order was not delivered

How to Report an Issue

If any of the above issues occur, please contact us within 48 hours of delivery with the following information:

  • Your order number
  • Clear photos of the product and issue
  • Detailed description of the problem

We will review your case promptly and provide a solution (replacement or full refund) at no additional cost to you.

Non-Returnable Items

The following items cannot be returned:

  • Personalized items where the customer approved the proof and the item matches the approved design
  • Items with customer errors in personalization (spelling mistakes, incorrect information provided by customer)
  • Items that have been used, washed, or altered after delivery
  • Items returned after 48 hours without prior contact

Proof Approval Process

To ensure your complete satisfaction, we provide a digital proof of your personalized design before production begins. Please review your proof carefully and check for:

  • Correct spelling and grammar
  • Accurate names, dates, and information
  • Design placement and appearance

Once you approve the proof, we cannot accept returns due to errors that were visible in the approved proof.

Refund Process

If your return is approved:

  • Refunds will be processed to your original payment method within 5-10 business days
  • You will receive an email confirmation once the refund is processed
  • Depending on your bank or credit card company, it may take an additional 3-5 business days for the refund to appear in your account

Exchanges

Because all items are made-to-order, we do not offer direct exchanges. If you need a different size, color, or design, you will need to place a new order. If the exchange is due to our error or a defective product, we will provide a replacement at no charge.

Cancellations

Before Proof Approval: You may cancel your order at any time before approving the design proof for a full refund.

After Proof Approval: Once you approve the proof and production begins, orders cannot be cancelled as your item is being custom-made.

Your EU Consumer Rights

Under EU law (Directive 2011/83/EU), you retain all rights regarding product conformity. If the product is defective, damaged, or not as described, we will make it right with a replacement or full refund.

The exemption from the 14-day withdrawal period applies only to personalized and made-to-order goods, as specified in Article 16(c) of the directive.

Questions About Returns?

If you have any questions about our return policy or need assistance with a return, please contact us. We're here to help and ensure your satisfaction.