Refund & Return Policy

Thank you for shopping with calvesupply.com, operated by HIKARICO LIMITED. Your satisfaction is important to us, and we aim to provide a reliable, secure, and transparent shopping experience.

This Refund and Return Policy explains our voluntary 30-day return policy, UK cancellation rights, return eligibility, damaged or faulty orders, exchanges, return shipping, inspections, and refund processing.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.

Our Voluntary 30-Day Return Policy

If you are not fully satisfied with an eligible purchase, you may request a return within 30 days of the delivery date.

To qualify under our voluntary return policy, the product must normally be:

• In the same condition in which it was received.
• Unused and unopened.
• In its original packaging.
• Complete with all original labels, seals, accessories, manuals, instructions, and included materials.
• Accompanied by an order confirmation, receipt, or other valid proof of purchase.
• Eligible for return under this policy.

Our voluntary return policy provides additional benefits and does not replace your statutory rights concerning online cancellations, faulty products, damaged goods, or products that are not as described.

How to Request a Return

Before sending any product back, contact our customer support team:

Email: holol7primesolutions@outlook.com
Telephone: +44 7355 482820

Please include:

• Your full name.
• Your order number.
• The email address used during checkout.
• The product and quantity you wish to return.
• The reason for the return request.
• Relevant photographs where the product is damaged, faulty, incomplete, or incorrect.

After reviewing your request, we will provide the applicable return instructions and return address.

Do not send products to our registered office unless our customer support team has specifically instructed you to do so.

Returns sent without prior approval, without the requested information, or to an incorrect address may be delayed, rejected, or returned to the sender.

UK 14-Day Right to Cancel

Eligible UK consumers purchasing products online generally have the right to cancel certain orders without providing a reason.

The statutory cancellation period normally expires 14 days after the day on which you, or a person nominated by you, receives the products.

If one order contains multiple products delivered separately, the cancellation period normally begins when the final product is received.

To exercise this right, you must send us a clear statement confirming your decision to cancel before the cancellation period expires.

You may contact us by email, telephone, or post using the contact information at the end of this page.

After notifying us of your cancellation, you must normally return the products within a further 14 days.

The voluntary condition requiring a product to be unopened does not automatically apply to an eligible statutory cancellation. However, you should handle the product only as much as reasonably necessary to establish its nature, characteristics, and functioning.

We may make a reasonable deduction from the refund if the product’s value has been reduced because it was handled beyond what would reasonably be permitted when examining it in a physical shop.

Exceptions to UK Cancellation Rights

The statutory right to cancel may not apply to certain products where permitted by law.

Exceptions may include:

• Products made to your specifications or clearly personalised.
• Products that deteriorate or expire rapidly.
• Sealed products unsuitable for return for health-protection or hygiene reasons after being unsealed.
• Products that become inseparably mixed with other goods after delivery.
• Other products legally excluded from distance-selling cancellation rights.

Please contact us before opening or using a product if you are unsure whether it can be returned.

Damaged, Defective, Incomplete, or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, incomplete, or incorrect, contact us within 48 hours of delivery where possible.

Please provide:

• Your order number.
• Your full name.
• A clear description of the issue.
• Clear photographs of the affected product.
• Photographs of the interior and exterior packaging.
• A photograph of the shipping label where available.

Please retain the product and all packaging while we review the matter, as additional evidence may be required.

Reporting an issue within 48 hours helps us investigate delivery damage and submit any applicable carrier claim. It does not remove or reduce your statutory rights.

After reviewing the issue, we will provide an appropriate resolution where applicable. This may include:

• A replacement.
• A repair.
• A full or partial refund.
• A price reduction.
• Another appropriate remedy.

Faulty or Misdescribed Products

Products supplied to UK consumers must be of satisfactory quality, fit for their intended purpose, and as described.

If a product is faulty, unsafe, unsuitable for its stated purpose, or materially different from its description, you may be entitled to a statutory remedy.

Depending on the circumstances and the time that has passed since delivery, this may include:

• A short-term right to reject the product and receive a refund.
• A repair or replacement.
• A price reduction.
• A final right to reject the product.

Our voluntary requirement that a returned product be unused, unopened, and in its original packaging does not limit your statutory rights where the product is faulty, damaged, unsafe, incorrect, or not as described.

Non-Returnable Products

Certain products may not qualify for return under our voluntary 30-day policy because of health, hygiene, safety, personalisation, perishability, or product-integrity requirements.

These may include:

• Opened or used pet-care products.
• Opened grooming, hygiene, health-related, or consumable products.
• Sealed products that cannot be returned for health-protection or hygiene reasons once unsealed.
• Personalised, customised, or specially ordered products.
• Perishable products or products that expire rapidly.
• Hazardous, flammable, or legally restricted materials.
• Products damaged, altered, contaminated, or improperly stored after delivery.
• Gift cards or digital gift vouchers.

Sale, clearance, or final-sale products may be excluded from our voluntary 30-day return policy where this was clearly stated before purchase.

A discounted or sale price does not remove your statutory rights if a product is faulty, damaged, unsafe, incorrect, or misdescribed.

Exchanges

To request an exchange, contact our customer support team before returning the original product.

Exchanges are subject to approval and product availability.

In many cases, the fastest way to receive a different product is to:

1. Request and complete an authorised return for the original product.
2. Place a new order for the preferred product.

This process helps ensure accurate order tracking, correct stock availability, and faster handling.

If you received an incorrect or defective product, contact us so that we can provide the appropriate replacement or return instructions.

Return Shipping Costs

Customers are normally responsible for the direct cost of returning an unwanted product under our voluntary return policy or an eligible statutory cancellation.

We will cover reasonable return costs where required by law if the return is caused by:

• An incorrect product supplied by us.
• A damaged product.
• A defective product.
• An incomplete order.
• A product that is not as described.
• Another confirmed fulfilment error on our part.

We recommend using a tracked shipping service and retaining your proof of postage until the return and refund have been completed.

You remain responsible for the returned package until it is received by us or our authorised return facility.

We are not responsible for unauthorised returns sent to an incorrect address or returns lost or damaged in transit where reasonable tracking or proof of postage is unavailable.

Original Delivery Charges

If you exercise a valid UK statutory right to cancel an eligible online purchase, your refund will include the cost of our least expensive standard delivery option where required by law.

If you selected a more expensive service, such as express, premium, or timed delivery, the additional amount paid above the standard delivery cost may not be refundable.

Original delivery charges are not normally refunded for voluntary returns made outside the statutory cancellation period unless:

• The product was damaged or defective.
• The product was incorrect or incomplete.
• The product was not as described.
• A refund of the delivery charge is otherwise required by law.

Return Packaging

Please package returned products carefully to prevent damage during transit.

Where possible, use:

• The original product packaging.
• A secure outer shipping box or protective envelope.
• Appropriate internal protective materials.
• The return reference or information supplied by our support team.

Do not attach shipping labels directly to retail packaging where doing so may damage the packaging or reduce the product’s value.

Return Inspection

All returned products are inspected after receipt.

For returns made under our voluntary 30-day policy, a return may be rejected or a refund may be reduced where the product:

• Shows signs of use, wear, damage, contamination, or alteration.
• Is missing original packaging, labels, seals, manuals, accessories, or included materials.
• Was returned outside the applicable return period.
• Is identified as a non-returnable product.
• Was sent without following the return instructions.
• Was damaged because it was packaged inadequately for return transit.

Any deduction will be reasonable and based on the reduction in the product’s value and the circumstances of the return.

These voluntary conditions do not override remedies available for faulty, damaged, unsafe, incorrect, or misdescribed products.

Refund Processing

Once an authorised return has been received and inspected, we will notify you by email whether the refund has been approved.

Refunds approved under our voluntary 30-day return policy will normally be submitted to the original payment method within 10 business days after inspection.

Where a valid statutory cancellation applies, we will process the refund without undue delay and within the period required by applicable UK law.

For returned goods, we may withhold a statutory cancellation refund until:

• We receive the returned products; or
• You provide evidence that the products have been sent back, whichever occurs first.

Unless otherwise agreed, refunds will be issued using the original payment method.

We will not normally charge a fee for issuing an approved refund.

Bank and Payment-Provider Processing Times

After we submit a refund, your bank, card issuer, or payment provider may require additional time to display the funds in your account.

These external processing periods are controlled by the relevant financial institution or payment provider.

If more than 15 business days have passed since we confirmed that your refund was issued, contact us at:

holol7primesolutions@outlook.com

Late or Missing Refunds

If an approved refund has not appeared, please:

1. Check the original bank, card, or payment account used for the purchase.
2. Review the refund confirmation sent by our support team.
3. Contact your card issuer or payment provider to ask whether the refund is pending.
4. Contact your bank, as internal posting times may vary.

If you have completed these steps and still require assistance, contact us with your order number and refund confirmation details.

Partial Refunds

A partial refund may be appropriate in circumstances including:

• Only part of an order is returned.
• A product has been handled beyond what was reasonably necessary to inspect it.
• Components or accessories are missing.
• The product has suffered a measurable reduction in value.
• A partial refund or price reduction is agreed as a remedy for a product issue.

We will explain any proposed deduction or partial refund where reasonably required.

Order Cancellations

If you need to cancel an order before dispatch, contact us as soon as possible.

We will make reasonable efforts to stop the order. However, cancellation cannot be guaranteed after the order has:

• Entered processing.
• Been prepared or packed.
• Been transferred to a fulfilment provider.
• Been collected by the delivery carrier.
• Been dispatched.

If the order has already been dispatched, you may need to receive it and follow the applicable cancellation and return process.

Please review our Order Cancellation Policy for complete information.

Refused or Unclaimed Deliveries

Refusing delivery does not automatically complete a cancellation or guarantee a full refund.

If a package is refused, left unclaimed, or returned because the recipient did not complete the carrier’s reasonable delivery or customs requirements, the customer may be responsible for reasonable costs where legally permitted.

These costs may include:

• Original delivery charges.
• Return-delivery charges.
• Customs costs.
• Carrier administration fees.

Any eligible refund will be reviewed after the returned package has been received and inspected.

No deduction will be made where the refusal resulted from a damaged, defective, incorrect, incomplete, unsafe, or misdescribed order.

International Returns

Where international delivery is available, customers should contact us before returning a product from outside the United Kingdom.

International return costs, customs declarations, duties, taxes, and carrier requirements may vary by country.

We are not responsible for customs charges or delays caused by incomplete or inaccurate return documentation supplied by the sender.

Products must not be returned internationally without written instructions from our support team.

Contact Us

If you have questions regarding returns, refunds, damaged orders, defective products, exchanges, or return eligibility, please contact our customer support team:

Store: calvesupply.com
Company: HIKARICO LIMITED
Email: holol7primesolutions@outlook.com
Telephone: +44 7355 482820
Registered office:
82A James Carter Road
Mildenhall
IP28 7DE
United Kingdom

When contacting us about an order, please include your order number and the email address used during checkout.

At calvesupply.com, we strive to make every shopping experience straightforward, secure, and reliable.