Return and refund policy

Last updated: November 11, 2025

We want you to be completely satisfied with your Calinino® plush toy. If not, you can request a return, exchange, or refund within 30 calendar days of receiving your order.

1. Conditions for a return

To be accepted, the returned product must:

  • Must be unused and in perfect condition.

  • Be in its original packaging with all labels and protective materials.

  • Must be free from damage, soiling or signs of use.

Customized or modified products are not eligible for return, except in the case of a defect or error on our part.

2. Return costs

  • Return shipping costs are the responsibility of the customer , unless the product is:

    • Defective, or

    • Different from what you ordered.

  • In these cases, return shipping costs will be refunded or covered by Calinino®.

3. Return Procedure

To return a product:

  1. Contact our customer service at support@calinino.com by stating:

    • Your order number ,

    • The reason for the return,

    • If you would like an exchange or a refund .

  2. You will receive instructions on how to ship the product correctly.

  3. Make sure you keep the shipping receipt as proof of sending.

4. Reimbursement

  • Once the product has been received and inspected, we will process your refund within 5 to 10 business days .

  • The refund will be issued via the same payment method used for the initial purchase.

  • If the product is not returned under the stated conditions, we may refuse the refund or apply a deduction corresponding to the loss in value of the product.

5. Exchanges

  • If you wish to exchange your product for a different model or size, please contact us before returning the product.

  • The exchange will be made subject to stock availability , and return shipping costs are the responsibility of the customer except in the case of a defective product or an error on our part.