Refund & Return Policy

Last Updated: April 19, 2026

At theCaladan, every product is made to order, crafted specifically for you once your order is placed. Because of this, our return and refund process is designed to be fair, transparent, and focused on resolving genuine issues quickly and amicably.

By placing an order with theCaladan, you confirm that you have read and agreed to this policy.

Our Made-to-Order Model

Every item in our store is produced on demand by our global fulfillment partners. Nothing is held in stock. This means each product is made exclusively for you, which is why we are unable to accept returns or exchanges for reasons such as change of mind, personal preference, or sizing errors made at checkout.

We ask that you review product descriptions, size guides, and design previews carefully before placing your order.

What We Cover

We stand fully behind the quality of our products. If something goes wrong on our end, we will make it right. The following issues are eligible for a resolution:

Items that arrive damaged or defective
Items that are materially different from what was ordered
Items that are incorrectly fulfilled (wrong item, wrong size, wrong variant)

In these cases, we will offer a replacement or a full refund to your original payment method, depending on your preference and the outcome of our review.

What We Do Not Cover

Because our products are custom-made to order, the following are not eligible for returns, exchanges, or refunds:

Change of mind or buyer's remorse
Incorrect size selected at checkout
Incorrect shipping address provided at checkout
Minor color variations due to screen calibration or printing processes
Design or placement issues resulting from customer-submitted files that were low resolution, incorrectly formatted, or improperly scaled
Items that have been used, washed, or altered
Claims submitted outside the 7-day resolution window

All items are produced exactly as submitted and ordered. If the delivered product matches the order details, it is considered correctly fulfilled.

How to Submit a Claim

If you believe your order qualifies for a resolution, please follow these steps:

Contact us at support.thecaladan@gmail.com within 7 days of the delivery date
Include your order number in the subject line
Provide clear photographic evidence of the issue (e.g., damage, defect, wrong item)
Briefly describe the problem

We aim to respond to all claims within 1 to 2 business days. Once reviewed, we will confirm eligibility and proceed with a replacement or refund.

Refund Processing

Approved refunds are issued to the original payment method used at checkout. Please allow 5 to 10 business days for the refund to appear, depending on your bank or payment provider.

Under the EU Consumer Rights Directive (2011/83/EU), customers in the European Union have the right to receive refunds within 14 days of approval for eligible claims. For customers in the United States, refunds are processed in accordance with applicable federal and state consumer protection laws.

Order Changes and Cancellations

Because production begins shortly after an order is placed, we can only accommodate changes or cancellations before production starts. Once production has begun, the order is locked and cannot be modified or canceled.

If you need to make a change, please contact us immediately at support.thecaladan@gmail.com. We will do our best to assist within the available window.

Shipping Issues and Lost Packages

If your order is lost in transit or significantly delayed, please contact us and we will investigate with the carrier. Depending on the outcome, we may offer a replacement or refund.

If your tracking shows the package as delivered but you have not received it, please first check with neighbors or your local post office. If the issue persists, contact us within 7 days of the marked delivery date.

Please note that customers are responsible for providing accurate shipping details at checkout. theCaladan is not liable for failed deliveries resulting from incorrect addresses.

Fair Use and Fraud Prevention

We take pride in offering genuine resolutions to genuine problems. To protect the integrity of our process and our customers, we reserve the right to decline claims that do not meet the eligibility criteria outlined in this policy.

Specifically, we may decline claims where:

No credible evidence of a defect or fulfillment error is provided
The claim is submitted outside the 7-day window
The item shows signs of use, washing, or alteration
Delivery confirmation and carrier records indicate successful delivery with no supporting evidence of loss

Under the Electronic Commerce Directive (2000/31/EC) and applicable consumer protection frameworks, merchants are entitled to verify claims before issuing refunds. We exercise this right fairly and in good faith.

Chargeback and Dispute Notice

We genuinely want to resolve any issue you experience, and we encourage you to reach out to us directly before initiating a chargeback or payment dispute with your bank or card issuer. Most issues can be resolved quickly and without the need for a formal dispute.

Please be aware that by completing a purchase, you agree to this Refund & Return Policy. Chargebacks filed without a prior attempt to contact us may be disputed with supporting documentation, including order confirmation, production records, tracking information, and delivery confirmation.

This is not intended to discourage legitimate disputes. It is simply a reminder that direct communication is always the fastest and most effective path to resolution.

Consumer Rights

Nothing in this policy is intended to limit or override your statutory consumer rights under applicable law. If you are located in the European Union, your rights under the EU Consumer Rights Directive (2011/83/EU) and the EU Sale of Goods Directive (2019/771/EU) remain fully intact. If you are located in the United Kingdom, your rights under the Consumer Rights Act 2015 apply. Customers in other jurisdictions retain all rights afforded to them under local consumer protection legislation.

Governing Law

This Refund & Return Policy is governed by the applicable laws of the jurisdiction in which theCaladan operates. Disputes will be handled in accordance with those laws and, where applicable, through the relevant consumer protection authorities in your country.