Refund policy

Returns & Refunds Policy

We want you to love what you order from Cala Homes. If something isn't right, we're here to help. This policy explains how returns, exchanges, and refunds are handled.

Return Window

You may request a return within 30 days of the delivery date shown on your tracking information. Unfortunately, we cannot accept returns requested after this period.

Return Eligibility

To qualify for a return, items must be:

  • Unused and in the same condition in which they were received
  • Returned in their original packaging, including any protective wrapping
  • Free from chips, cracks, or damage that occurred after delivery

Because many of our products are handmade in stoneware, porcelain, or ceramic, slight variations in glaze, color, texture, and shape are natural characteristics of the product and are not considered defects.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Items marked as Final Sale or Clearance
  • Items that have been used, washed, or show signs of wear
  • Items returned without their original packaging when this results in damage during transit

Damaged, Defective, or Incorrect Items

If your order arrives damaged, chipped, defective, or you receive the wrong item, please contact us within 7 days of delivery by emailing info@thecalahomes.com.

Please include:

  • Your order number
  • Photos of the damaged or incorrect item
  • Photos of the packaging, where applicable

Once the issue has been confirmed, we will provide a replacement, exchange, or full refund at no additional cost to you. In many cases, we may not require the item to be returned before processing your claim.

How to Start a Return

To begin a return, email info@thecalahomes.com with:

  • Your order number
  • The reason for your return

We will confirm whether your return is eligible and provide return instructions.

Please do not send items back without prior authorization, as unauthorized returns may not be accepted.

Return Shipping

If your return is due to a change of mind, you are responsible for the cost of return shipping.

If the return is the result of a damaged, defective, or incorrect item, we will cover the return shipping costs.

For your protection, we recommend using a trackable shipping service, as we cannot be responsible for items lost during return transit.

Exchanges

If you would like a different size, color, or design, the quickest option is to return the original item (if eligible) and place a new order.

If you prefer assistance, contact us and we'll be happy to help arrange an exchange where possible.

Refund Process

After your returned item is received and inspected, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed within 5–10 business days.

For damaged, defective, or incorrectly shipped items, refunds are typically processed as soon as the issue has been verified and may not require the product to be returned.

Refund Method

Refunds are issued to the original payment method used for the purchase.

Depending on your bank or card provider, it may take several additional business days for the refund to appear on your account after processing.

Refunds cannot be transferred to a different card, account, or payment method.

Shipping Charges

Original shipping charges are non-refundable, except when the return is due to our error, including:

  • Damaged items
  • Defective items
  • Incorrect items shipped

If your order qualified for free shipping and only part of the order is returned, the actual shipping cost we incurred may be deducted from your refund.

Partial Refunds

A partial refund may be issued in situations such as:

  • Eligible items returned with visible signs of use
  • Items not returned in their original packaging when this affects resale condition
  • Items returned more than 30 days after delivery, at our discretion

Store Credit

In certain circumstances, such as promotional or final sale purchases, we may offer store credit instead of a refund. If applicable, this will always be communicated before your return is processed.

Sale Items

Items purchased on sale or during promotional events are refundable only for the amount actually paid.

Items clearly marked as Final Sale are not eligible for a refund or return.

Late or Missing Refunds

If it has been more than 10 business days since you received confirmation that your refund was processed, please:

  1. Check your bank account or card statement again.
  2. Contact your credit card provider, as refunds can take additional time to appear.
  3. Contact your bank, as processing times may vary.

If you still have not received your refund, please contact us at info@thecalahomes.com, and we'll be happy to investigate.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us at:

Email: info@thecalahomes.com

When contacting us, please include your order number so we can assist you as quickly as possible.