Refund policy

Updated on 22 October 2026

Contact our team with your order reference. Commercial returns and legal remedies follow different rules.

01. Start a request

Email geral@calviwholesale.com with the order number, the relevant garments and quantities, and the reason for your request. For damage or non-conformity, include photographs if useful. Ask us to confirm the receiving address before shipping. A prior authorisation requirement does not limit a consumer’s right to give a valid withdrawal notice.

02. Professional purchases

For a purchase made in the course of business, the consumer’s 14-day change-of-mind right does not automatically apply. A commercial return of conforming goods requires agreement. Notify the team within 14 days of delivery so the request can be assessed. Goods must be unused, unwashed, undyed and uncustomised, with their original packaging. For an accepted commercial return, a 10% handling charge and return carriage apply unless otherwise agreed in writing. These charges do not apply to a remedy for a confirmed defect or to statutory consumer withdrawal.

03. Faulty or incorrect goods

Check garments before printing, dyeing or other processing and report any defect or incorrect specification promptly. Normal wear, misuse and failure to follow care instructions are not manufacturing defects. Altering a garment does not automatically remove rights relating to a pre-existing defect. We will assess the issue and provide the repair, replacement, price reduction or refund required by the applicable law. Costs that the law places on the seller are borne by us.

04. Consumers: withdrawal

If an order is legally a consumer purchase, the consumer may withdraw without giving a reason within 14 days from receiving the goods, except where a legal exception applies. Notify us by an unequivocal statement to our sales email or postal address. You may use the model below, but it is not compulsory. We acknowledge an electronically submitted withdrawal within 24 hours. Return the goods within 14 days of notifying us. Direct return costs are borne by the consumer where they were properly disclosed before purchase.

05. Custom-made products and handling

The statutory withdrawal exception concerns goods made to the consumer’s specifications or clearly personalised. Merely appearing in the catalogue or selecting a standard size or colour does not, by itself, make a garment custom-made. Consumers may inspect goods as they would in a shop and are responsible only for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Legal rights for non-conforming goods remain available.

06. Refunds

For valid consumer withdrawal, we reimburse amounts due, including the least expensive standard outbound delivery offered, within 14 days of the withdrawal notice. We may withhold reimbursement until the returned goods or evidence of dispatch are received, whichever is earlier, unless we offer collection. The same payment method is used unless otherwise expressly agreed without cost to the consumer. Approved commercial returns are assessed after receipt, normally within two weeks, with the agreed refund or credit confirmed by email.

07. Optional withdrawal notice

To: CONFECÇÕES CALVI, LDA., Rua da Calvi, nº 30, 4815-757 Ínfias, Vizela, Portugal, geral@calviwholesale.com.

I hereby give notice that I withdraw from my contract for the following goods: [description / order reference]. Ordered on [date] / received on [date]. Consumer’s name: [name]. Consumer’s address: [address]. Date: [date]. Signature: [only if submitted on paper].