Returns and Refunds Policy

CalaBassaBrand S.L. (“CalaBassa”)

Last updated: May 10, 2026

This Returns and Refunds Policy explains how returns, refunds, and damaged or defective products are handled when you purchase from CalaBassaBrand S.L. (“CalaBassa”, “we”, “us”). It reflects EU/Spanish regulations for online (distance) purchases, including the 14-day right of withdrawal.

1) Seller Information

Seller: CalaBassaBrand S.L. (trade name “CalaBassa”)
Address: Calle Manuel Martínez Chumillas, Madrid, 28250, Spain
Tax ID: B21840376
Contact email: calabassa.contact@calabassabrand.com

2) Return Period (14 days) — refund only, no exchanges

Return period: Eligible items can be returned within 14 calendar days from the day you (or the person you designate) receive the products.
Refund only: We only offer refunds for eligible returns.
No exchanges: We do not offer exchanges. If you need a different size or model, please place a new order.

3) Legal Right of Withdrawal (EU/Spain)

If you are a consumer (purchasing for personal, non-business use) and have purchased online, you generally have the right to withdraw from the contract within 14 calendar days without needing to provide a reason.

Start of period (products): The withdrawal period generally begins on the day you acquire physical possession of the products (delivery date).

How to exercise withdrawal: You must notify us of your decision to withdraw before the 14-day period expires by means of a clear statement (e.g., by email).

Send your notification to: calabassa.contact@calabassabrand.com

4) Dedicated Pre-Shipment Photo Service (product + box)

Since each order is carefully prepared and may include a personalized element (e.g., a note or tag with your name), we apply specific quality control:

Before shipping, we may take photos of the loafers and the box/packaging prepared for your order.
These photos help us document the condition and packaging at the time of shipment, support quality control, and facilitate investigations into transit damage or delivery disputes.
The photos may show the product, the box, and (where applicable) a personalization element such as your name on a note/tag.
We use these photos solely for order management, customer service, dispute resolution, and fraud prevention, and we retain them only for as long as necessary for these purposes.

5) What Can Be Returned (eligibility and condition)

To be eligible for return (refund only), items must generally:

Not have been worn outdoors and be in original condition (trying them on indoors is acceptable to check sizing).
Be returned with their original packaging and any included accessories/documentation.
Be suitable for resale (clean, undamaged, no strong odors, no visible signs of wear).

Diminution in value: If returned items show use beyond what is necessary to ascertain their nature, characteristics, and functioning, the consumer may be liable for the diminution in value (reduction in refund) in accordance with consumer regulations.

6) Non-Returnable Items (exceptions)

The right of withdrawal does not apply to certain categories in specific cases, including custom-made or clearly personalized products.

If an item is not returnable for legal reasons, it will be indicated on the product page or during the purchase process when applicable.

7) How to Initiate a Return (step-by-step)

Email us within 14 days of delivery at calabassa.contact@calabassabrand.com with:

• your order number,

• the items you wish to return, and

• a clear statement that you wish to withdraw/return the order.

We will respond with return instructions (and any reference you need to include).

Securely package the item (preferably with its original packaging protected by an outer box/bag).

Send the return following the instructions provided.

8) Return Shipping Costs

If you return the product due to a change of mind/withdrawal, you will generally bear the direct cost of the return, unless we have agreed to cover it or you were not informed of it when applicable.

If the return is due to a defect, transit damage, or an error on our part (incorrect product), please contact us first, and we will advise you on the appropriate procedure.

9) Refunds — what you receive and when

What is refunded:

We refund payments received for returned items.
Where mandatory, we also refund the standard (least expensive) initial shipping cost. If you chose a more expensive shipping option, the additional cost may not be refundable.

When refunds are issued:

We issue refunds without undue delay and, in any case, within 14 days from the day we are informed of your decision to withdraw.
We may withhold the refund until we have received the goods or until you have supplied evidence of having sent back the goods (where permitted).

Refund method:

The refund will be made using the same payment method used for the purchase, unless otherwise agreed and always where permitted by law.

10) Damaged, Defective, Incorrect Products and Delivery Issues

If your order arrives with any problem, contact us at calabassa.contact@calabassabrand.com and include your order number.

10.1 Transit Damage (damaged box, damaged product)

If the package appears damaged upon receipt:

If possible, immediately take photos of:

• the outer packaging,

• the product box,

• any internal protection,

• the damage to the product (close-ups and general views).

Retain all packaging materials until the case is resolved.
If requested by the carrier, you may need to make the package available for inspection.

Our pre-shipment photos (Section 4) can be used to compare the condition at the time of shipment and help resolve claims for transit damage.

10.2 Defective or Non-Conforming Product

If the product appears defective or does not match the description:

Email us with photos and a description of the problem.
We will propose the appropriate solution in accordance with applicable consumer regulations (may include repair, replacement, price reduction, or refund as appropriate).

Consumers in the EU have mandatory legal protections for lack of conformity, and these rights are not limited by this policy.

10.3 Incorrect Product or Missing Item

If you received an incorrect product or something is missing:

Contact us as soon as possible with your order number and photos of what you received (including labels and packaging).
We will investigate and provide a solution (e.g., send the missing item if available or refund as appropriate).

10.4 Lost Packages / Delivery Marked as Completed

If tracking shows “delivered” but you have not received the package:

First check with household members, neighbors, reception, or a safe place.
Then contact us with your order number and delivery details.
We will investigate with the carrier. In some cases, the carrier may require a written statement or other documentation.

11) Returns for Damage or Defects

If the return is due to transit damage, defect, or error on our part, we will guide you through the process and determine the appropriate solution (which may include a refund).

When the problem is confirmed, return shipping may be handled differently than a withdrawal return.

12) International Orders (customs, duties, and taxes)

For shipments outside Spain and/or outside the EU (where applicable), local authorities may apply duties, import taxes, or clearance fees. These costs are usually the customer's responsibility, unless otherwise stated.

Note: duties/taxes paid to third parties are generally not refundable by us. You may need to contact your local customs office to request a possible refund.

Contact

For returns, refunds, damaged products, or any issues with your order, please contact:
calabassa.contact@calabassabrand.com

CalaBassaBrand S.L. (“CalaBassa”)
Calle Manuel Martínez Chumillas, Madrid, 28250, Spain
Tax ID: B21840376