Refund policy
Last updated: 19 July 2026
At CALIYI, we want you to feel confident purchasing from us. Please read this Return and Refund Policy before placing an order.
Change-of-mind returns
We accept eligible change-of-mind returns requested within 30 days of delivery.
To qualify for a change-of-mind return:
- The return request must be made within 30 days of delivery.
- The product must be unused, unopened and in its original condition.
- The product must be returned in its original packaging.
- You must provide your order number or proof of purchase.
- The product must be suitable for resale.
For hygiene reasons, hairbrushes and personal-care products that have been opened, used or come into contact with hair cannot be returned for change of mind.
This hygiene restriction does not apply where a product is faulty, damaged, incorrectly supplied, unsafe or otherwise covered by the Australian Consumer Law.
Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable unless required by law.
Please do not send a product back without contacting us first. Returns sent without approval may not be accepted.
To request a return, email caliyiofficial@gmail.com and include your order number and reason for the return.
Faulty, damaged or incorrect products
Please inspect your order as soon as it arrives.
Contact us promptly if:
- Your product arrives damaged.
- Your product is defective.
- You received the wrong product.
- Your order is missing an item.
- The product is materially different from its description.
Please provide:
- Your full name.
- Your order number.
- A description of the issue.
- Clear photographs or video showing the issue.
- Photographs of the packaging and shipping label where relevant.
We will assess the issue and provide an appropriate remedy. Depending on the circumstances, this may include a repair, replacement, refund or another remedy required under applicable consumer law.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Where a product has a major failure, you may be entitled to reject the product and choose a refund or replacement.
Where a product has a minor problem, we may choose to repair or replace the product within a reasonable time. If the problem cannot be fixed within a reasonable time, you may be entitled to another remedy.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
Return shipping for faulty products
Where we confirm that a product is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law, CALIYI will provide return instructions and cover reasonable return shipping costs where required.
Please do not dispose of a faulty or damaged product unless we instruct you to do so.
Refund processing
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method used for the order.
Please allow several business days for your bank, card provider or payment service to process the refund after it has been issued.
Original shipping charges will only be refunded where required by law or where the return resulted from an error by CALIYI.
Exchanges
Where an exchange is approved, the replacement product will be sent after the original product has been received and assessed, unless we agree otherwise.
Product exchanges are subject to availability.
If the requested replacement product is unavailable, we may offer an alternative product or refund.
Order cancellations and changes
Orders may enter processing shortly after they are placed.
Contact us immediately at caliyiofficial@gmail.com if you need to change or cancel an order.
We will make reasonable efforts to assist, but we cannot guarantee that an order can be changed or cancelled after processing or fulfilment has begun.
If the order has already been shipped, you may need to follow the standard return process.
Incorrect delivery information
Customers are responsible for providing complete and accurate delivery information at checkout.
Contact us immediately if you notice an error in your delivery address.
We cannot guarantee that an address can be changed after an order enters processing. If an order is returned because the customer supplied an incorrect or incomplete address, additional postage charges may apply before the order is resent.
Return address
Approved returns must be sent to the return address provided by our customer support team.
Do not return products to the address shown on the original parcel or to our public business location unless we have specifically instructed you to do so.
Contact
CALIYI
New Farm, Brisbane QLD 4005
Australia
Email: caliyiofficial@gmail.com