Calex Return Policy - Terms & Conditions

A cancellation, modification, or addition to your order has been processed as soon as you have received a confirmation by email or telephone. If this is not the case, the order will be sent as originally placed.

Any return costs or shipping costs for a new order will therefore be borne by our customer.

If you are not satisfied with the order you have received or if you have received a defective item, we will of course resolve this neatly for you!

There are 2 types of returns, namely:

  1. Right of return within 30 days
  2. Return due to defect / wrong product

1: Conditions for the right of withdrawal within 30 days

You can return your order within 30 days of receipt, no reason required. The product must be returned with all accessories and, if possible, in its original condition and packaging.

  • Return costs are at your own expense.
  • Refunds are processed within 30 days after receiving the return.
  • Returns must be undamaged and not a business order.

For a faster process, please register your return via our online return form, but this is not mandatory. If the product does not meet the return conditions, the purchase amount will not be refunded, and we will contact you.

2: Return due to defect / breakage / wrong

If your ordered items are defective, damaged, or delivered incorrectly, we will resolve this as quickly as possible for you! Register your return via our returns portal and login with your order number (CLX)+ postal code. Clearly state what the issue is. Try to add a photo so we can clearly see what the issue is.

After registration, we will immediately start assessing the request and keep you informed.

Products can only be returned for private orders. Business orders cannot make use of the return right.

Calex Return Portal

You can use the Calex Returns Portal where you can return your order with DPD at a reduced rate. For customers from the Netherlands, Belgium and Germany, the costs are €5.95 per return shipment. The cost for France and United Kingdom, the costs are €7.95 (Note, if you have placed a business order you cannot make use of this.

Step 1: Go to our return portal (click here) and login with your order number (CLX)+ postal code.

Step 2: Follow all the steps until you receive a return label (after approval, you will receive a label).

Step 3: Ensure the return shipment is properly packed, the product is in its original packaging, and attach the received return label to the package. Then, drop it off at a DPD service point.

Step 4: Once we have received the return shipment, we will ensure that the purchase amount is refunded to your account within 30 days at the latest.

Can I cancel or modify my order?

Yes, but only if you have received a confirmation via email or phone. Otherwise, the order will be shipped as placed. Any return or shipping costs for modifications are at your expense.

What are the conditions for a refund?

The required conditions for the refund are the following:

  • No visible user damage on the product or packaging.
  • The purchase must not be a business order.
  • If approved, we refund the full purchase amount, including original shipping costs, within 30 days.

How do I return my order through the Returns Portal?

Follow those four steps to return your order through the return portal

  1. Go to the Returns Portal and log in.
  2. Follow the steps and receive a return label (after approval).
  3. Pack the product securely, attach the label, and drop it off at a DPD service point.
  4. We will process your refund within 30 days after receiving the return.

How much does returning a product cost?

  • Netherlands, Belgium, Germany: €5.95 per return.
  • France: €7.95 per return.
  • United Kingdom £7.95 per return

Business orders cannot use the Returns Portal.