Return and refund policy

This Return & Refund Policy applies to all consumer and business purchases made through CALQIX, regardless of the customer's country of residence, subject to the distinctions set out in this policy between EU consumers and non-EU customers.

CALQIX offers a returns process that is compliant with EU Directive 2011/83/EU on consumer rights. Where mandatory national consumer protection laws in a customer's country of residence provide greater rights than those set out in this policy, those mandatory provisions prevail.

All return requests must be submitted and approved through the official process described in Section 5. CALQIX does not accept unsolicited returns. Packages returned without prior written authorisation from CALQIX will be refused or returned to the sender at the customer's expense.

For the avoidance of doubt, this policy covers returns for the following reasons: exercise of the statutory right of withdrawal (EU consumers), receipt of a defective or non-conforming product, receipt of an incorrect product, and commercial goodwill returns at CALQIX's discretion.

Customers may submit a return request within 14 calendar days of the date on which the product is physically received at the delivery address. This window applies equally to the statutory right of withdrawal (EU consumers) and to CALQIX's commercial return policy for eligible non-EU customers.

The return window begins on the day after the customer — or a designated third party — takes physical possession of the product. For orders delivered in multiple shipments, the return window begins upon receipt of the last item in the order.

Notification of the intent to return must be submitted to CALQIX within the 14-day window. The physical return of the product must be completed — meaning the returned package must be received by CALQIX — within a further 14 calendar days of that notification. Return requests submitted or products received outside these periods will not be accepted.

In the case of a defective or non-conforming product, a separate timeline applies as set out in Section 9. EU consumers additionally benefit from a statutory conformity guarantee of two years from delivery, as referenced in our Terms & Conditions.

Consumer & personal care products — including but not limited to oral care items, topical products, and similar personal care goods — may be returned only if the factory hygiene seal remains fully intact and undamaged at the time of return. This condition is non-negotiable and applies regardless of the reason for return, consistent with Article 16(e) of EU Directive 2011/83/EU, which excludes sealed hygiene products from the right of withdrawal once the seal has been broken.

Electrical devices and accessories — including but not limited to oral care devices, water flossers, and similar electronic accessories — may be returned only if the device is in its original, unused condition and in its original packaging, with all included components, cables, charging equipment, manuals, and warranty documentation present. Any signs of use, charging, assembly, or cosmetic damage caused by the customer will render the product ineligible for return.

CALQIX reserves the right to assess the condition of any returned product upon receipt. If the product does not meet the conditions for its category as set out in this section, CALQIX may refuse the return entirely or apply a deduction to the refund amount to reflect the diminished value of the product.

The following products and situations are excluded from the right of return and refund:

• Products whose factory seal or hygiene seal has been broken, removed, or tampered with in any way after delivery — regardless of whether the product has been used.
• Products that have been opened, partially consumed, used, or tested in a way that goes beyond what is necessary to assess their nature and characteristics.
• Electrical devices that show signs of use, have been charged, assembled, or operated — even if only briefly — or that are not returned with all original accessories, manuals, and packaging.
• Products returned outside the 14-calendar-day return window (measured from the date of delivery).
• Products returned without prior written authorisation from CALQIX.
• Products that have been damaged, modified, or altered by the customer or a third party after delivery.
• Products that were custom-made, personalised, or specially ordered at the customer's explicit request.
• Products that have been damaged due to improper storage, handling, or use contrary to the product instructions or warnings provided.
• Promotional items, free gifts, or samples provided as part of a purchase.

In all cases where CALQIX determines that a returned product falls within the exclusions listed in Article 4.1, CALQIX will notify the customer and, where practically possible, return the product to the customer at the customer's expense. CALQIX will not issue a refund for excluded returns.

All returned products must be securely packaged to prevent damage during transit. CALQIX strongly recommends using the original packaging. Products that arrive damaged due to insufficient packaging will be assessed individually, and CALQIX may refuse the return or apply a deduction from the refund to account for the damage.

Products must be returned in the condition specified in Section 3 for their respective product category. Any deterioration in condition beyond what is reasonably necessary to assess the product — including use, damage, or missing components — may result in a partial or full deduction from the refund.

CALQIX strongly recommends using a tracked shipping service for all return shipments. CALQIX accepts no liability for returned products that are lost or damaged during transit to our return address. Risk of loss during return shipment remains with the customer until the product is received by CALQIX.

Returned products must be sent to the return address provided by CALQIX at the time of authorisation. This return address is a logistics facility address and is not the registered office or business address of Kesekesa Holding B.V. or CALQIX. It is not a publicly listed address and is shared solely for the purpose of facilitating the specific authorised return.

For international returns originating from outside the Netherlands, the customer is responsible for ensuring that the returned shipment complies with all applicable export regulations, customs requirements, and documentation obligations. Any import duties, taxes, or customs fees applicable to the return shipment upon entry into the Netherlands are the customer's responsibility, unless CALQIX has explicitly agreed to cover these costs in writing.

Unless otherwise specified in writing by CALQIX, return shipping costs are borne by the customer. This applies to all return types, including statutory right-of-withdrawal returns by EU consumers, in accordance with Article 14(1) of EU Directive 2011/83/EU.

CALQIX will cover return shipping costs — or reimburse the customer for reasonable return shipping costs — exclusively in the following circumstances:

• The product received was materially defective or non-conforming with the Agreement at the time of delivery, as determined by CALQIX upon inspection of the returned product.
• An incorrect product was delivered — i.e., the product received was not the product ordered.
• CALQIX has explicitly confirmed in writing, prior to the return shipment, that it will cover or reimburse the return shipping costs.

In cases where CALQIX agrees to cover return shipping, CALQIX will either provide a prepaid return shipping label or reimburse reasonable, evidenced return shipping costs upon submission of a valid receipt. CALQIX will not reimburse excessive, premium, or expedited shipping costs unless these were pre-approved in writing.

For returns resulting from a change of mind, dissatisfaction with the product, or any reason not attributable to CALQIX's error or the product's non-conformity, return shipping costs are the sole responsibility of the customer and will not be reimbursed.

Upon receipt and satisfactory inspection of a validly returned product, CALQIX will process the refund within 5 Business Days. The refund will be credited to the same payment method used at the time of the original purchase. CALQIX will not issue refunds via alternative payment methods unless the original method is no longer available and an alternative has been agreed in writing.

The refund amount will equal the original purchase price of the returned product(s), subject to any of the following permitted deductions:

• A deduction reflecting diminished value where the product has been handled beyond what is necessary to assess its nature, characteristics, and functioning (applies to EU consumer withdrawal returns).
• A deduction for missing components, accessories, or packaging where these affect the resaleability of the product.
• Any other deduction expressly communicated to the customer in writing prior to refund issuance.

Original outbound shipping costs paid by the customer at the time of purchase are non-refundable, except where the return is the direct result of a product defect, non-conformity with the Agreement, or an error attributable to CALQIX.

CALQIX reserves the right to withhold processing the refund until either (a) the returned product has been physically received and inspected, or (b) the customer has provided adequate proof of dispatch via a tracked shipping service — whichever occurs first.

Processing times once the refund has been issued by CALQIX are determined by the customer's bank or payment provider. CALQIX is not responsible for delays in the credit appearing in the customer's account after the refund has been dispatched from our end.

In the event that a return is rejected following inspection, the product will be made available for collection or re-shipment to the customer at the customer's expense. CALQIX will hold rejected returns for a maximum of 30 days, after which they may be disposed of at CALQIX's discretion.

If you receive a product that is defective, damaged upon arrival, or does not correspond to the product you ordered, please contact CALQIX via the contact page at calqix.com as soon as possible — and in any event within 48 hours of delivery for visible defects or incorrect deliveries. Delayed reporting may affect your ability to claim under this section.

When reporting a defective or incorrect product, please provide the following information:

• Your order number and the date of delivery.
• A clear description of the defect or discrepancy.
• Photographic or video evidence of the product, its packaging, and the defect or incorrect item received.

Upon receiving and verifying a valid defect or incorrect delivery claim, CALQIX will offer one of the following remedies at its discretion, in compliance with applicable consumer protection law:

• Replacement: A replacement product will be dispatched at CALQIX's expense, including return shipping of the defective item where required.
• Full refund: A full refund of the product price and original shipping costs, processed within 5 Business Days of return receipt and verification.
• Partial refund or price reduction: Where the defect is minor and does not materially impair the product's intended use, a proportional price reduction may be offered as an alternative remedy.

For defects arising after delivery that fall within the statutory conformity guarantee period (2 years for EU consumers), please contact CALQIX via the contact page. CALQIX will assess the defect and determine whether it constitutes a non-conformity that existed at the time of delivery, in accordance with EU Directive 2019/771.

The following do not constitute product defects and will not be accepted as grounds for a defect return or refund:

• Minor variations in product colour, appearance, or packaging between the Website imagery and the physical product, attributable to photography conditions, screen calibration, or manufacturing tolerances.
• Normal wear and tear resulting from standard product use.
• Damage caused by the customer through improper use, storage, or handling contrary to the provided instructions.
• Defects caused by external factors such as impact, water exposure beyond rated specifications, or use of incompatible accessories.

CALQIX ships and accepts returns from customers worldwide, including from countries in the e-packet shipping network and all major international e-commerce markets. The same product eligibility conditions and return window set out in this policy apply to all customers, regardless of country of origin.

International customers are solely responsible for any customs duties, import taxes, VAT, or other government-imposed charges applicable to return shipments entering the Netherlands. CALQIX will not accept COD (Cash on Delivery) returns or returns for which customs fees or duties are due upon delivery at our return address.

Due to longer international transit times, CALQIX strongly advises international customers to initiate their return request as early as possible within the 14-day window, to ensure that the physical return arrives within the required timeframe. CALQIX may, at its sole discretion, extend the physical return deadline for international orders where delivery delays are demonstrably caused by the carrier or customs authorities.

Customers outside the European Union do not hold a statutory right of withdrawal under EU law. However, CALQIX extends its commercial return policy to non-EU customers on the same terms set out in this document, as a matter of goodwill. This commercial return right is non-transferable and does not create any precedent or ongoing obligation beyond the specific transaction.

Mandatory consumer protection laws that are more favourable to the customer than this policy — as applicable in certain non-EU jurisdictions — take precedence over this policy to the extent required by those laws. CALQIX will not seek to circumvent applicable mandatory consumer rights in any jurisdiction in which it operates.

EU consumers have the statutory right to withdraw from a distance purchase agreement within 14 calendar days of the day of physical receipt of the product, without giving any reason. This right is exercised by submitting a clear withdrawal statement to CALQIX via the contact page at calqix.com within the withdrawal period.

The right of withdrawal is subject to the exclusions set out in Article 16 of EU Directive 2011/83/EU. In the context of CALQIX's product range, the most relevant exclusion is:

• Sealed hygiene products — Products that are not suitable for return once the factory seal has been opened, for reasons of health protection or hygiene (Article 16(e) of Directive 2011/83/EU). This exclusion applies to all personal care and oral care products sold by CALQIX once their seal has been broken.

Upon a valid withdrawal notification by an EU consumer, CALQIX will process the refund of the product's purchase price within 5 Business Days of receipt and inspection of the returned product, or upon receipt of adequate proof of dispatch — whichever occurs first. Original shipping costs will be refunded only if the entire order is returned. Return shipping costs remain the customer's responsibility under Article 14(1) of Directive 2011/83/EU, as CALQIX does not provide a prepaid return label for withdrawal returns.

EU consumers who consider that their withdrawal rights have not been respected may contact the consumer protection authority in their country of residence, or submit a complaint to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

This Return & Refund Policy is subject to change at any time. The version in force at the time of the customer's purchase governs that transaction. The latest version of this policy is always available at calqix.com.

This policy is governed by and must be read in conjunction with the CALQIX Terms & Conditions, which take precedence in the event of any conflict. In matters not expressly addressed in this policy, the Terms & Conditions and applicable Dutch law apply.

If any provision of this policy is found to be invalid or unenforceable under applicable law, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced by a valid provision that most closely reflects the original intent.

All communications with CALQIX regarding returns, refunds, or complaints must be submitted in writing via the contact page at calqix.com. CALQIX does not accept verbal agreements or commitments made outside of written communication channels.

CALQIX's failure to enforce any provision of this policy in a particular instance shall not constitute a waiver of that provision or CALQIX's right to enforce it in any future instance.