Return & Refund Policy
This policy explains when a Caluniva™ purchase may be returned, how return requests are reviewed, and how approved refunds are handled after an item is received back.
Chongqing Pingkang Shanhai Biotechnology Co., Ltd.
Caluniva™ is owned and operated by Chongqing Pingkang Shanhai Biotechnology Co., Ltd. The company is responsible for the Caluniva™ brand, customer service, and return and refund support associated with purchases made through this store.
Clear return steps for eligible purchases.
We understand that a product may occasionally need to be returned. Caluniva™ provides a defined return process so eligible requests can be reviewed consistently and customers know what information is required before sending an item back.
Return requests may be made within 30 days of delivery.
Eligibility depends on the condition of the item, the type of product, and whether the return meets the requirements described in this policy.
30-Day Window
Eligible return requests should be submitted within 30 days after the order is delivered.
Authorization First
Contact our support team before mailing a return so the request can be reviewed and return instructions can be provided.
Refund Review
Refunds are issued after the returned item has been received, inspected, and approved.
Return Eligibility
A return request may be submitted within 30 days of receiving the item. To qualify, the product should remain in a condition suitable for return and should include the materials originally supplied with the order.
- The item should be in the same general condition in which it was received.
- Products should be unused and unworn where applicable.
- Original tags should remain attached if the product was supplied with tags.
- Original product packaging should be included where reasonably applicable.
- Proof of purchase or other order information may be required.
Requesting a Return
Before sending anything back, please contact our customer service team at service@caluniva.com. Include your order number, the item involved, and the reason for your request.
Email service@caluniva.com with your order details and a brief explanation of the return request.
If the request is approved, our team will provide the applicable return instructions and, where provided, a return shipping label.
Damaged, Defective or Incorrect Items
Please check your order soon after delivery. If an item arrives damaged, appears defective, or differs from what you ordered, contact us promptly so our team can review the issue.
- Include your order number when contacting us.
- Describe the problem as clearly as possible.
- Photos of the item and packaging may be requested to help evaluate the issue.
- After review, we will provide the next appropriate resolution steps.
Items That May Not Be Returnable
Certain types of merchandise are excluded from standard returns for health, safety, customization, or product-condition reasons.
Perishable products, personalized or made-to-order items, personal care or hygiene products, hazardous materials, flammable liquids, and gases may not qualify for return.
Gift cards, sale or final-sale items where identified, and original shipping charges paid at checkout may also be excluded.
Exchanges
If you would prefer a different item, the most straightforward approach is generally to return the original eligible product and place a new order after the return has been accepted.
- Submit a return request for the original item.
- Follow the return instructions provided by our support team.
- Once the original return is accepted, place a separate order for the preferred replacement product.
14-Day Withdrawal Right
Where applicable under European Union consumer rules, customers receiving eligible orders in the EU may have the right to cancel or return an order within 14 days without providing a reason.
- The product should remain unused and unworn where applicable.
- Original tags should remain attached when supplied.
- Original packaging should be retained where reasonably possible.
- Proof of purchase may be required.
Refund Processing
After a returned item reaches the designated return location, it will be reviewed. We will notify you once the inspection has been completed and whether the refund has been approved.
- Approved refunds are sent back to the original payment method.
- Please allow up to 10 business days for an approved refund to be processed on our side.
- Your bank, card issuer, or payment provider may require additional time before the credit appears on your account.
Return Shipping & Return Address
A return should only be shipped after the return request has been reviewed and you have received the appropriate instructions from our customer service team.
Hong Kong Liu Xue Yang International Limited
FLAT/RM 1203, 12/F, TOWER 2
CHINA HONG KONG CITY
33 CANTON ROAD, TSI KL
Need help before starting a return?
If you have questions about eligibility, product condition, refund timing, damaged items, or the return process, contact our customer service team before mailing anything back.
service@caluniva.comA return process designed to be easier to understand.
Caluniva™ aims to provide straightforward information about return eligibility, approval steps, exceptions, and refund timing so customers can understand what to expect before beginning a return request.
Caluniva™