Customer Service

PURCHASE TERMS & CONDITIONS

- Purchase of Products 

By submitting your order, you represent that you are purchasing this product for private household use only. We do not authorize any commercial resale of our products. We reserve the right to reject orders and limit order quantities at our sole discretion. We will determine product availability at the time we email you the shipping confirmation.

By submitting your order via this site,  you agree to pay the purchase price for the item(s) you selected plus shipping and handling costs, and applicable sales tax, if any.

We do not accept any returns, except as specified in our RETURN, EXCHANGE & REFUND POLICY or as required by applicable law.

- Order Cancellation 

You can cancel your order until the date of shipping for any reason free of charge. A cancellation requested on or after the date of shipping cannot be made and you will be charged the full amount for your order.

Should you choose to cancel an order, we will not charge your credit card. If your credit card has already been charged, we will refund the purchase price, sales tax included.

Purchase orders issued from your registered CALAPHYA account can be cancelled quickly and easily:

a) Go to www.calaphya.com and log into your account.

b) Select “My Orders” from the menu, find the order you want to cancel and click on “Cancel.”

Note: You can cancel an order only as long as its order status is not set on “Shipped” or “Complete.”

Orders made from outside a CALAPHYA account (Guest Checkout) must be cancelled via an email to order@calaphya.com. Please indicate the following information about the order you want to cancel:

-Order number

-Date of purchase

-Your contact information: Full name, e-mail, phone number

-Last 4 digits of the credit card number used for paying the order

As soon as your order is cancelled, you will be notified via email.

Note: We can cancel your order only as long as it has not yet been shipped.

- Shipping & Delivery 

You receive title and you bear all risks of loss and damage to the product from the time we deliver the product to the postal service.

Due to the exclusive nature of our products, the order preparation may take up to 48 hours before shipping.

A free shipping option is offered for deliveries within the contiguous United States. If you decide to make use of this offer, CALAPHYA reserves the right to choose the postal service provider. Shipping time may vary from 3 to 7 business days.

Under no circumstances is CALAPHYA to be held responsible for delays occurring after the ordered products are passed to the shipping forwarder or postal service.

- Sales Taxe 

Sale tax will be charged only for purchases shipped to the state of California. Depending on the tax laws in your state, you may be required to pay a use tax on purchases for which CALAPHYA does not collect sale tax.

No sales tax is charged for international deliveries. However, international clients are responsible for all duties levied upon shipping.

 

RETURN & EXCHANGE POLICY

- Return & Exchange Conditions 

If you are not completely satisfied with our product, you may return it for exchange or reimbursement under the following conditions:

a) Items have to be returned within 15 days of the delivery date.

b) Only products in their original condition that have NOT been used, worn, altered or washed can be returned.

c) The products must be returned in their original packaging (except foil and tissue paper wrap), complete with all of their parts and accessories.

d) The product must be returned with all tags still attached or contained within the product packaging including but not limited to, all identification tags, authenticity cards, certificates and envelopes.

e) Original and return shipping charges are non-refundable unless the return is due to a shipping error or defective product..

f) We deduct a return handling fee of $16.00 (plus sales tax on this fee, where applicable) from your refund unless the return is due to a shipping error or defective product.

g) Products designated on the online site as NON-RETURNABLE cannot be returned and will not be refunded.

h) Returns and exchanges are not offered with international shipments unless we have made a shipping error or you have received a damaged or defective product.

i) International clients will be responsible for all duties levied upon shipping, even if an item is deemed defective. CALAPHYA does not refund any duties related to international deliveries.

k) Due to merchandising restrictions, all returns must be shipped from the same country in which they were purchased.

Upon receipt of returned goods, CALAPHYA reserves the right to deny refund if the returned product does not meet the foregoing return policy requirements or the return does not conform to the return instructions described in this policy. If so, the package will be sent back to you.

Upon your request, we will replace the returned item(s) if a replacement is in stock and available. If we are unable to offer you a replacement, we will refund the value of the item(s) at the time of purchase.

If we identify through electronic analysis an unreasonable return pattern, we may restrict or refuse future purchase transactions from such customers at www.calaphya.com.

- Erroneous Deliveries & Defective Products 

Our products undergo a rigorous quality inspection process before they leave our facility.  In the event that we processed an order incorrectly or you received a damaged or defective product, we will replace or take back that item for a full refund at our expense.

Defective items will only be accepted if the goods we have delivered to you were damaged upon arrival. All items returned as defective will be inspected and any items deemed subject to fair wear and tear will not be accepted as defective. We will replace a defective item if a replacement is in stock and available. If we are unable to offer you a replacement, we will refund the value of the item at the time of purchase.

- Return Instructions 

Before returning any product it is necessary to request a RMA (Return Merchandise Authorization). To do so, follow the 5 easy steps below.

Note: The RMA must be requested no later than 15 days after the product has been shipped out to you. Neither an approved RMA nor a Return Shipping Authorization constitutes acceptance of the returned goods nor does it ensure a refund or exchange by CALAPHYA.

A) Request RMA for orders placed via your CALAPHYA account.

Step 1a) Access your CALAPHYA account at www.calaphya.com and choose “RMA” from the ACCOUNT menu on the left side. Then click on “Request New RMA” at the top-right corner of the page.

Step 2a) Fill out the required fields and click the “Submit Request” button. If needed, you can leave comments and/or upload files giving further details (e.g., pictures of the damaged product).

B) Request RMA for orders placed via “Guest Checkout.”

Step 1b) In the CUSTOMER SERVICE menu of this site select “Return Instructions” and print the “RMA REQUEST FORM.”

Step 2b) Fill out the “RMA REQUEST FORM” manually and send a scanned copy of the filled form to order@calaphya.com.

Within 24 hours, you will be notified via email about the approval or denial of your RMA request. If approved, then proceed:

Step 3) Follow the link in the notification email you received, print the “Return Shipping Authorization” letter and enclose it in the package you want to return.

Step 4) Mail your package to the address indicated on the “Return Shipping Authorization” letter.

Step 5) Follow the link in the notification email (same as Step 3) and confirm you shipped the package.

Do you need support? Let us know at order@calaphya.com. We are pleased to help you.

- Refund Process 

Once CALAPHYA receives the returned product(s) and it passes the incoming inspection, you will receive an email acknowledging that the returned product(s) has been accepted and the refund process has commenced.

If you choose to exchange your item for an item that is lower in value, you will receive a refund for the difference. If you exchange your item for an item that is greater in value, you will be charged the difference.

Your refund will be credited back to the same card used to make the original purchase. Your account should be credited within one or two billing cycles from the date of return, depending on the refund policy of the credit card used.

If you have any questions or doubts regarding the refunding please contact us at order@calaphya.com indicating the corresponding purchase order number and product description(s).

LEGAL

- Use of Site Content 

Given the unique nature of our products, we cannot assume any liability or responsibility for any inaccuracies or errors, or for any loss or damage caused by or arising from your reliance on information obtained from or through this Site. We may change information at any time.

- Intellectual Property 

All content on the Site is the property of CALAPHYA, title and interest in the content, including but not limited to any copyrights, trademark rights, patent rights, database rights, moral rights, sui generis rights and other intellectual property and proprietary rights therein. Use of the Site does not grant to you ownership of any content, code, data or materials you may access on the Site. Subject to these terms, , no content may be modified, copied, distributed, framed, reproduced, republished, downloaded, displayed, posted, transmitted, or sold in any form or by any means, in whole or in part, without the prior written permission of CALAPHYA or the owner of the content. Any unauthorized use of the content is strictly prohibited.

- Trademarks 

The trademarks, logos, trade dress, trade names and service marks displayed on the Site (collectively the "Trademarks"), whether registered or unregistered, may not be copied, imitated or used, in whole or in part, in connection with products and/or services that are not related to, associated with, or sponsored by CALAPHYA or that are likely to cause customer confusion, or in any manner that disparages or discredits the rights holders, who may or may not be affiliated with, connected to, or sponsored by CALAPHYA. Nothing contained on the Site should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any Trademark displayed on the Site without the written permission of the CALAPHYA. Your misuse of the Trademarks displayed on the Site is strictly prohibited. CALAPHYA will aggressively enforce its Trademark rights to the fullest extent of the law, including seeking criminal prosecution.